Cloud Contact Centre

  • Screen Shot 2018-11-21 at 2.00.jpg

    IComm Australia Pty Ltd, the award-winning consultancy of integrated unified communications, today announced a new reseller partnership with Premier Technologies Pty Ltd, the vendor of Premier Contact Point, a class-leading cloud customer contact solution. This partnership enables IComm to help its clients grow revenues and improve customer experience.

  • image

    Aspect Software, of which Premier Technologies is a partner, has received two awards at the 2018 Frost and Sullivan Asia-Pacific Best Practices Awards: the Outbound Systems Market Share Leadership Award and the Contact Center Application Growth Excellence Leadership Award.

  • An intelligent approach to gaining market intelligence

    In 2017 artificial intelligence was named Marketing Word of the Year by the US Association of National Advertisers. Artificial intelligence (AI) is being applied to improve the process of gaining market intelligence.

  • Cloud Contact Centre vendor Premier Technologies signs with VExpress

    Australian-owned distributor of dynamic telecommunication, data and mobility solutions VExpress, announces a distribution partnership with Premier Technologies to distribute their cloud contact centre. This strategic relationship enables VExpress resellers to help customers grow revenue and improve customer experience.

  • image

    Gamification is becoming an accepted way to improve contact centre operators' performance. To apply gamification to a millennial workforce, competition and collaboration (teamwork) need to be combined.

  • image

    Robotic Process Automation (RPA) is a process whereby computer software ‘bots’ execute pre-programmed functions on structured data to complete a process or transaction. Such bots are capable of performing human-like functions such as evaluating, deciding, learning and acting, allowing organisations to free staff from repetitive tasks, improving the efficiency and reducing the chances of human error.

  • image

    A survey of 1,000 Australians suggests few companies provide customers with a satisfactory journey through their interactions. Eighty-four percent of surveyed consumers believe organisations provide a disconnected customer journey.

  • image

    Capgemini surveyed more than 10,000 customers in multiple countries to determine their attitudes toward the use of artificial intelligence for customer service. Capgemini identified a cohort of customers with positive attitudes toward the use of AI that it called ‘high-benefit’ customers.

  • The Diverse Challenges Faced in Council Contact Centres

    A council contact centre can face many challenges on the road to providing exceptional customer experience.

  • image

    • A customer experience network unites customers, employees, business partners, and suppliers to improve the customer experience.

    • According to IDC customer experience networks are now the most important digital initiative for over 70 percent of enterprises.

    • IDC says 32 percent of large enterprises currently operate CX networks and further 29 percent plan to operate CX networks by 2020.