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Cloud-Based Contact Centre Solutions Deliver Improvements in CX

With the modern advancements both in technology and business sectors, cloud-based contact centre solutions are the best way to providing and delivering intimate customer experience at enterprise scale.


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Asia-Pacific Businesses Lead in Digital Disruption – Avaya-IDC Report

According to a research conducted by the International Data Corporation (IDC), commissioned by Avaya Holdings Corp., businesses in the Asia-Pacific region are more assured of their ability to disrupt markets by utilizing new digital technologies and business models.


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Vertiv Identifies Four Main Edge Archetypes and Their Impact on Businesses and End Users

A global research-based analysis of network edge use cases titled “Defining Four Edge Archetypes and their Technology Requirements” was recently released by Vertiv, formerly known as Emerson Network Power. The analysis led to finding four key archetypes for edge applications and the needed technology to support them.


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Benefits of Cloud-Based Communications for Businesses

The fundamental technology of cloud-based communications was first used in the late 1990s but companies are only beginning to appreciate the advantages and benefits that cloud can deliver to communications.


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TeleApps Reveals Latest IT&T and Managed Services Offering for Australian SMEs

A trusted technology partner for corporate and customer communications solutions, TeleApps, has recently launched a custom-made one-stop shop IT&T and managed services offering for SME businesses in Australia.


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Financial Executives Recognise Potential of New Technologies; Still Reluctant to Adopt Them – Survey

According to new survey results, senior financial executives know the potential of new technologies to enhance budgeting and forecasting functions, however, 70 percent of the respondents still rely heavily on spreadsheets and manual processes.


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Recruiting and Retention Top Challenges for Call Centres in 2017

The call centre sector is changing, just like many other aspects of the financial services industry. Improvements in technology generate new, client-centric demands that need changes in the existing focus areas and models.


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Australian Contact Centres Show Eagerness to Enhance CX

The 2018 Australian Contact Centre Benchmark Report from Fifth Quadrant revealed that almost 73 percent of the industry is trying hard to further improve customer experience (CX) through technology that enhances agent performance and delivers a more customer-centric channel offering.


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OpenText Expert Explains Why Establishing a Strong Customer Experience is Important for Businesses

An expert from OpenText said that there too many companies that are suffering from an unorganised approach to customer experience as they attempt to digitise their businesses.


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Televerde Selects Melbourne as its Asia-Pacific Headquarter

Victorian Minister for Trade and Investment Philip Dalidakis has revealed that Televerde, a global sales and marketing solutions provider, has chosen Melbourne as its new home for its Asia-Pacific headquarters and contact centre.


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Industry Experts Weigh Value of Employee Experience and Emotion to Attain Customer Experience Success

In order to achieve great customer experiences, ensuring that employee experience is as valuable as customer experience and integrating data to marketing intelligence and consumer emotion should be given much focus and priority.


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First-Line Workers Underutilised in Digital Transformation – Microsoft

A new survey research was released by Microsoft, and it indicates some workers who communicate with patients or customers believe they are underused in terms of information availability related to digital transformation.


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HootSuite Releases Easy Methods of Generating Leads Through Social Media

Social media is a useful method in order to market goods and generate leads. However, some marketing professionals do not maximise the potential of social media for the said purposes.


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Experts Share Top Customer Experience Metrics to Evaluate Engagement Progress

For the majority of marketing professionals, customer experience and a customer-focused approach are still some of the major priorities. However,


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Contact Centres invented gamification

Gamification, the systemised process of applying gaming mechanisms to engage employees and customers to do more “stuff”, is big business.


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What is Customer Experience Ecosystem?

Every company’s ecosystem is unique. The earlier you understand and respect your company’s ecosystem, the faster and better your customer experience results will be.


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The Bots are Coming! Will They Save Customer Service?

Today’s customers are impatient. They want to — and have the right to — get answers to their questions and concerns without being in the need to perform lengthy searches or to dig around.


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Who controls the marketing tech stack in 2017: The CIO or CMO?

A funny thing happened along the way to using technology to better connect with the marketplace: The CIO and CMO both decided to have a hand in it. How will they agree and align in 2017 as digital becomes central to the end-to-end customer experience?


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How Will Internet of Things Impact Omni Channel Customer Service Offerings?

Every organisation is almost in a frenzy on how to provide customers martini accessibility (anytime, anyplace, anywhere and now anyhow) but are oblivious to the benefits Internet of Things can give to their organisation and their customers.


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Are you talking omni-channel customer experience but in fact you’re still organized multi-channel?

Remember when we used to talk about “channels and media”? Channel meant physical route to market. Media meant one or two-way communications devices.


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Bank Contact Centers: Dial ‘T’ for Transformation

These phone-centric operations, reimagined and reenergized, can hold the key to retail banking’s digital future.


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Pushing the Right Customer Buttons in the Contact Center

Businesses of all shapes and sizes leverage interactive voice response (IVR) technology because of its efficiency, and the critical role it plays in providing a consistent customer service experience.


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Customer Experience: It’s All About the Details

Everybody’s talking about customer experience these days. Like a flashy new car or a hot new fashion label, CX is “in”.


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What’s Hot in 2017: 5 Tech trends that will shape the future of customer experience

The tech developments of today will have a significant impact on how customers interact with products and services tomorrow, so here are five trends to watch in 2017 to make sure your business doesn’t get left behind.


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Leading The Shift To A Digital Business With Determination

Digital transformation is still a blurry topic of varied definitions and diverse mindsets – but a wealth of potential. Essentially, it is an organizational change that happens when new digital technologies are used to enable innovation and next-generation business models to gain, or regain, a competitive edge.


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National digital identity framework prototype only weeks away

The Digital Transformation Office will release details of how it plans to build a national proof-of-identity system that doesn’t require an exchange of much personal information at the end of this month.


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4 Epic Event Customer Service Fails (and How You Can Learn from Them!)

Customer service is key in any industry, but in events it can make or break your reputation. Here are 4 fails from the world of events and what all event planners can learn from them.


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Building customer insights in the data and digital age

The arrival of big data has delivered a plethora of new data for insights into customer preference and behaviour. Online browsing activity, for instance, presents a rich tapestry of customer preferences and sentiment, and has been used almost exclusively to build behemoths such as Amazon and Google.


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Interactive Intelligence in merger talks with Genesys

Genesys Telecommunications Laboratories Inc., the maker of call-center software, is in early talks to acquire Indianapolis-based competitor Interactive Intelligence Group Inc., people with knowledge of the matter said.


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Digital Revolution Becoming An Overpowering Thing For Telecom Sector

There was once a time when driving a car was easy and simple and all the transported had to do was go from a location to other one in order to save time.


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Artificial Intelligence Promises to Lighten Our Boring Workloads

From the Spinning Jenny, a mechanical weaver that increased worker’s output and contributed to the industrial revolution, to the CMS tools replacing archive managers in the early 21st century, technology has replaced difficult and time-consuming labor.


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Digital Transformation Starts with the Customer

People frequently throw around the term “digital transformation” when discussing modernizing business applications and online services.


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Artificial Intelligence: Bringing Humanity to Big Data & Customer Experience

Artificial intelligence has seeped into the lives of everyone with an internet connection. Binge-watching television shows and online shopping carts full of suggested add-ons are commonplace, even though most consumers aren’t aware of what’s powering the recommendations.


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Accenture Reports Strong Revenue Growth, Helped by Digital

Accenture ( ACN) reported strong growth in its latest quarter and raised earnings estimates for the year, boosted by strong revenue in its digital, cloud and security services business.


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First-quarter M&A slides to 12-year low as volatility bites

Bankers and lawyers are hopeful deal volumes will accelerate this year after immense volatility in the first quarter put a large dent in local merger and acquisition activity.


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Mastering Customer Experience Starts With Customer Journey Mapping

Marketing in the modern world means making a personalized connection with your consumer base.


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Aspect Software files for bankruptcy with creditor plan

Aspect Software Inc filed for bankruptcy on Wednesday with a plan backed by its creditors that would cut debt and bring the company out of Chapter 11 under the control of its lenders, according to court documents.


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Why Be a Great Place to Work?

How does your employee experience rate relative to other companies? Would your employees consider the company a great place to work? Why does that matter?


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Customer Experience – It’s not just about supply, listen to demand.

Today is a very dear friend’s birthday — and I only remembered last night. Awful, I know.


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Samsung Is Opening A Massive Flagship Store That Doesn’t Stock Any Products

On Monday, Samsung opened a new 40,000-square-foot store in New York’s Meatpacking District. Across the street from the High Line and a block away from the Whitney Museum of American Art, it’s a prime piece of retail space. But one pursuit “the flagship” is not focused on, says Zach Overton, its general manager, is retail.


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Nokia CEO ended his speech saying this “we didn’t do anything wrong, but somehow, we lost”.

During the press conference to announce NOKIA being acquired by Microsoft, Nokia CEO ended his speech saying this “we didn’t do anything wrong, but somehow, we lost”. Upon saying that, all his management team, himself included, teared sadly.


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How Does Technology Impact the Customer Experience?

To innovate and get ahead of competitors and market trends, it’s critical for customer experience leaders to continually evaluate their vision of customer experience and perceive potential technologies that could accelerate the ability to deliver exceptional service experiences.


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CX initiatives failing in large Australian companies due to disconnect with business strategy

70% of large Australian companies are failing to align customer experience strategies with overall company strategies despite 98% believing CX is a strategic priority.


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Why Live Streaming Video is The Next Big Thing for Business (and How to Use It)

Have you ever used live steaming video to tell your brand’s story? Real-time content drives a lot of conversation on social media. Real-time responses, real-time live streaming videos and real-time data. The Holy Trinity of the social media trends for 2016.


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Mergers and Acquisitions

Mid August saw a heavy flow of mergers and acquisition (M&A) activity in the Australian technology sector..


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The Bigger Picture

In the bigger picture, with the value of the Australian dollar almost relative to the US dollar, our local companies are looking more attractive to North American buyers.


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A Little TLC

There is no substitute for the golden human touch. In the contact center industry, customer experiences with the contact centers define the rise and fall of a company.


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