CMOtech India - Technology news for CMOs & marketing decision-makers

Contact Centre stories

Once known as ‘Call Centres’, the modern Contact Centre incorporates traditional telephony along with web chat, text messaging, remote access services, and video conferencing to manage customer interactions. Contact Centres are most associated with the provision of support, assistance or guidance on products or services offered by companies serving large numbers of customers. Some are ‘outbound’ – that is, they reach out to customers for sales or other purposes, others are ‘inbound’ and receive incoming contacts from people looking for help. Many combine both inbound and outbound functions. Contact centres are often large facilities with tens or hundreds of workers – but they can also be virtual, with people working ‘in’ the contact centre from home.
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Voitec appointed to distribute Heedify Teams console in ANZ
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Voitec is now the official distributor of Heedify’s Microsoft Teams attendant console in Australia and New Zealand, enhancing frontline communication efficiency.
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Calabrio launches unified platform to boost contact centre teams
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Calabrio launches a unified Performance Management platform to streamline contact centre employee management and boost productivity with AI-driven tools.
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RingCentral debuts customer journey analytics for Australian users
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RingCentral has launched Customer Journey Analytics for Australian users of its RingCX platform, enhancing visibility across unified communications and contact centres.
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NICE & AWS join forces to deliver AI-powered customer service
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NICE and AWS have teamed up to offer NICE's CXone Mpower AI on AWS Marketplace, enhancing AI-driven customer service with unified, scalable cloud solutions.
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UK BPOs and contact centres look offshore as payroll costs rise
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Rising UK payroll costs due to higher National Living Wage and NIC are driving BPOs and contact centres to seek cheaper offshore alternatives like South Africa.
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NICE & ServiceNow partner on AI to unify customer service
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NICE and ServiceNow partner to launch an AI-powered platform by Q4 2025, uniting customer service and enterprise operations for faster, seamless fulfilment.
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RingCentral unveils flexible pay-per-organiser model for events
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RingCentral wins Frost & Sullivan's 2025 Global Customer Value Leadership Award and rolls out pay-per-organiser pricing for its Events platform.
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Consilium launches UniCRM for contact centre operations
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Consilium Software has launched UniCRM, a new platform that unifies Help Desk, Collections, and Telemarketing to boost contact centre efficiency and customer experience.
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How to turn the contact centre grind into interesting and rewarding work for your agents in 2025
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AI-powered tools are transforming contact centres by easing agents' workloads, boosting job satisfaction, and cutting staff churn in 2025.
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Calabrio appoints Frank Ciccone as new Chief Revenue Officer
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Calabrio appoints Frank Ciccone as Chief Revenue Officer to spearhead global sales and growth in customer experience sector.
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GoTo Connect AI Receptionist helps firms cut costs & grow
Tue, 29th Apr 2025
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The GoTo Connect AI Receptionist helps businesses cut costs and boost revenues by ensuring every call is answered, saving time and improving customer satisfaction.
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Access4 expands into UK with Luminate Wholesale purchase
Tue, 1st Apr 2025
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Access4 has acquired UK-based Luminate Wholesale to bolster its international expansion strategy, enhancing its SASBOSS platform in the UK market.
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Contact centres face challenges with AI in customer care
Wed, 26th Mar 2025
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A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.
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NICE named leader in IDC's 2024 conversational AI report
Thu, 20th Mar 2025
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NICE has been recognised as a Leader in the IDC MarketScape for Worldwide Conversational Intelligence and Analytics 2024, showcasing significant market innovation.
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Target Group & FourNet partner to enhance NICE CXone use
Mon, 24th Feb 2025
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Target Group has forged a five-year partnership with FourNet to enhance its contact centre operations using the NICE CXone platform, aiming for greater efficiency.
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Exclusive: NICE CXone drives customer experience innovation in ANZ
Tue, 10th Dec 2024
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Rod Lester, Managing Director of NICE CXone for ANZ, is revolutionising customer experience with a 300-strong client base and rapid growth driven by innovation.
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Australian report shows shift to AI in customer service
Mon, 9th Dec 2024
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Kore.ai's latest reports reveal Australians are embracing AI in customer service, prioritising advanced technology over pay and valuing efficiency and accuracy.
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Optus & NICE upgrade Great Southern Bank call centres
Thu, 5th Dec 2024
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Optus and NICE have launched a new contact centre system at Great Southern Bank, cutting customer wait times to just 30 seconds for 80% of calls.
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Great Southern Bank enhances service with CXone Mpower
Wed, 4th Dec 2024
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Great Southern Bank is enhancing its customer service automation by deploying NICE's AI-powered CXone Mpower platform, supported by Optus.
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Maxicare improves operations with NICE Workforce Management
Wed, 27th Nov 2024
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Maxicare has significantly improved customer experience and operational efficiency in its contact centres by implementing NICE Workforce Management.