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News about contact centre
  • Optus wins $75m Flight Centre contract

    Over the next 12 months Optus will migrate travel chain Flight Centre to the telco’s contact centre as a service (CCaaS) platform, as part of a $75 million contract announced today.

  • Transforming the customer experience with chatbots

    It is shaping up to be the year of the chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year – not least in how they are playing an ever bigger role in customer service.

  • The contact centre goes social

    Enterprise social media is maturing. Initiatives such as content delivery and contextual marketing are becoming common practice in the market.

  • Avaya finds growth in mid-market

    Avaya sees opportunities for growth in the Australian mid-market as it continues its move from a primarily hardware and software company to a software and services business, according to Tony Simonsen, Avaya's MD for Australia/New Zealand.