When it comes to customer experience, NICE says "almost" isn't good enough. That's why it's pivoted to make a platform that solidly puts customers at the heart of all it does.

GUEST RESEARCH:  Cafe, gym and fast food workers the happiest in Australia while government and call centre employees feel the stress.

Enghouse Interactive - that’s “Eng” as in Engineering - is hosting a free, customer-driven webinar on May 11 with genuine experiences in enabling Microsoft Teams for the contact centre. Here’s why that’s a big deal.

iTWireTV spoke with Ravi Saraogi, co-founder and president, Uniphore, on the power of conversational AI and the great benefits it brings to customer experiences in call centres around the globe.

Following the strong market response to the arrival of the world-first native contact centre solution for Microsoft Teams in Australia and the APAC region, CentrePal is set to make good on tremendous interest from the United Kingdom by establishing its first Azure data centre in the region.

If your call centre hardware or software isn't serving your business needs anymore, the good news is changing your platform is as easy as can be with no great effort or expense.

Online comparison website iSelect has been ordered by the Federal Court to pay $8.5 million in penalties for making false or misleading representations about its electricity comparison service.

Cloud messaging and customer experience automation platform provider Pypestream has integrated with global streaming media intelligence company Conviva to jointly offer proactive digital “conversational experiences” through notifications, eliminating the need for customers to reactively call or email a call centre.

GUEST OPINION BY MaxContact: Australia’s contact centres are hard at work developing a new modus operandi that allows them to run efficiently, regardless of whether agents are at home or in the office, writes Daniel Harding, Director – Australia Operations, MaxContact

COMMENT Earlier this week, Indian Prime Minister Narendra Modi ordered everyone in the country to stay home for 21 days.

By Sreeni Raghavan, CEO, TeleApps

For years, deploying a business telephony solution involved installing phone systems in comms rooms, dedihonycated cabling and handsets on desks. Controlled by a PBX in larger firms or operating as a key system for SMBs, this infrastructure delivered all that was required to support day-to-day activity.

Vodafone Australia is slashing 100 jobs from its call centre in Hobart, the same centre for which it received a federal grant in 2013 on the promise that it would be expanded.

In a world where your call is important to us, one cloud-enabled platform claims full programmability for its contact centre smarts that can save the world with instant deployment.

Vocalcom is a cloud-based call centre software disruptor. Its founder’s motto is “Never try to adapt or change old school solutions to new challenges, but rethink and revolutionise it.”

Genesys does ‘omnichannel customer experience’ and contact centre solutions, so to find out what this actually means in 2015, we spoke to Bruce Eidsvik and Gordon Clubb.

Telstra has announced a ‘strategic relationship’ with US contact centre vendor Genesys.

Exclusive: Genesys has brought the cloud-based Genesys Customer Experience Platform to Australia and New Zealand, allowing the company and its partners to address the needs of mid-market organisations.

Telstra boss David Thodey has told ABC radio that he believes the company’s call centre jobs will be gone in five years, replaced by online interaction.

Vodafone has opened its new operations and call centre in central Hobart.

Vodafone will more than double the number of jobs at its Hobart call centre by relocating 750 jobs from Mumbai.