Nearly 800 delegates have registered for the seventh annual Genesys conference, G-Force AsiaPacific, which starts in Melbourne today.
Genesys Asia Pacific senior vice president James Brooks and vice president Brian Galvin will lead the event with a keynote presentations on emerging call centre technologies such as instant messaging and SMS.
"It is generally accepted now that traditional phone-based content centres are no longer enough to meet the needs of today's savvy consumers," Brooks said.
"In a world where consumers are bombarded with millions of marketing messages and non-stop advertising, those companies and organizations that engage their customers - creating emotional bonds with them - will win in the end."
A range of case studies will be presented at the event including the implementation of an outbound contact solution by private health insurer MDF, plus a VoIP-over-LAN and CRM implementation by insurer Manchester Unity and the development of a multilingual customer centre by food manufacturer Fonterra.
The event will also include technical workshops covering voice platform networks, routing systems, reporting solutions, the use of interactive voice recognition, and virtual call centres combined with hosted outsourcing.