Displaying items by tag: Call centres

COMPANY NEWS: Kore.ai, a leader in enterprise conversational and generative AI platform technology, has unveiled its annual Australian 2024 Agent Experience (AX) and Customer Experience (CX) Benchmark Reports, featuring historic findings that indicate the increased global acceptance of automation and self-service solutions.

The majority of Australians now have a preference for digital engagement with government, and for that engagement to be tailored to them, according to a new report which also found that almost nine in every 10 Australians looked for government services online in 2020 and that Australians aged 15-and-over transacted with government on average more than once a week. 

The first four months of the COVID-19 pandemic saw Australian telco call centres affected by global lockdowns leading to consumers being unable to contact their provider to report their phone or Internet complaints, according to the Telecommunications Industry Ombudsman (TIO).

GUEST OPINION by Brendan Maree, Vice President Asia Pacific, 8x8:  In challenging times, an experienced, well trained contact centre team can be an invaluable asset to your organisation.

GUEST OPINION by Brendan Maree, Vice President Asia Pacific, 8x8: In challenging times, an experienced, well trained contact centre team can be an invaluable asset to your organisation.

It is rare to find an opinion piece completely bereft of facts and built entirely on supposition, a case where the author has chosen to posit this, that and the other before ascertaining the facts on which to base his/her arguments.

Internet service provider Aussie Broadband has expanded its network, establishing a new call centre in the outer Melbourne suburb of Lynbrook, and partnering with Learn Local to help meet its staffing requirement for the centre.

Optus has unveiled a suite of initiatives it says are designed to support small businesses to improve their operations, growth and profitability by better harnessing the power of Apple devices.

The telecommunications regulator, The Australian Communications and Media Authority, continues to clamp down on unlawful telemarketing and breaches of spam laws, with electricity, gas and Internet provider Sumo Power the latest company to be hit with a penalty for infringing the law on telemarketing.

Twenty-one members of a huge India-based fraud and money-laundering conspiracy that used phone scams to cheat Americans of millions of dollars have been sentenced to varying terms in prison. The sentencing took place in Houston on Friday.

Cloud-based SaaS solutions provider Freshdesk has launched a new umbrella brand and renamed the company as part of a move to bring together its suite of business software.

A man alleged to be behind duping Americans of millions of dollars through phone scams has been arrested in Mumbai.

A total of 56 people in the US and India, and five call centres in India, have been charged by the US Department of Justice of defrauding Americans of millions of dollars through phone scams.

New Zealand’s largest telco, Spark, has been hit by a massive spike in faults on its broadband and landline services due to severe weather damage on the ageing Chorus copper line network.

Amazon Web Services (AWS) has named Interactive Intelligence Group Inc. (Nasdaq: ININ) an Advanced Technology Partner in the AWS Partner Network (APN).

St.George Bank says it has enhanced its mobile banking app so customers in need of call centre support can reduce the wait time and have their query resolved faster.

Australians are enthusiastic supporters of digital engagement – using multiple channels to deal with suppliers.

The Australian Taxation Office (ATO) is the first organisation in Australia to deploy voice biometrics as a means of authenticating customers by the sound of their voice.

NEC has been awarded a seven-year, multi-million dollar contract to provide telephony solutions and services to Victoria’s Emergency Services Telecommunications Authority (ESTA).

Australian software measures the emotions and sentiment expressed by callers.