Call centre stories
How to turn the contact centre grind into interesting and rewarding work for your agents in 2025
2 days ago
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uc
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digital transformation
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cx
AI-powered tools are transforming contact centres by easing agents' workloads, boosting job satisfaction, and cutting staff churn in 2025.
Telstra tech helps Good Friday Appeal donations top AUD $1m
Last month
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uc
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telco
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telstra
Telstra celebrates 80 years supporting the Good Friday Appeal, helping raise over AUD $1 million via technology during this year’s telethon for The Royal Children's Hospital.
Contact centres in 2025: Balancing AI with human empathy
Thu, 14th Nov 2024
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uc
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cx
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martech
The contact centre industry is poised for transformation in 2025, with a predicted rise in demand for human interaction as consumer preferences shift.
One Nexus unveils DRIVE, enhancing OEM & dealership services
Tue, 17th Sep 2024
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cx
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martech
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financial systems
One Nexus Group launches One Nexus DRIVE, aimed at improving dealership services and customer loyalty with its dual SaaS and Operations segments.
Indosat & Google Cloud expand AI collaboration in Indonesia
Fri, 14th Jun 2024
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uc
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hcm
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power / energy
Indosat Ooredoo Hutchison and Google Cloud are deepening their partnership to transform Indosat into an AI-driven tech enterprise, enhancing service for over 100 million customers.
Three reasons contact centres are embracing Open CcaaS
Thu, 21st Mar 2024
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crm
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uc
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cx
With exceptional CX now the norm, businesses are increasingly adopting Open CCaaS due to its focus on digital channels, support for AI innovation, and preference for best-of-breed applications.
How Australian businesses can transform customer interaction
Tue, 20th Feb 2024
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cx
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martech
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zendesk
Enhancing digital interaction, including live chat and advanced voice solutions, can bolster customer loyalty and operational efficiency for Australian businesses.
BroadSource selects Ribbon Communications for secure credit card payment solution
Wed, 13th Dec 2023
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martech
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commerce systems
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payment technologies
BroadSource partners with Ribbon Communications to enhance SecureCall, a solution for secure telephonic credit card payments.
Travel Counsellors introduces Freshworks AI-powered chatbots
Thu, 24th Aug 2023
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uc
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cx
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martech
The tour operator can now automatically resolve simple queries through bots while prioritising more challenging queries.
Leading with innovation
Thu, 1st Dec 2011
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uc
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hybrid & remote work
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contact centre
In a blend of lateral thinking and innovation, Palmerston North and Horizons Councils’ adaptive call centre earned the 2011 Initiative of the Year award.