Upcoming Events

Call to Excellence 2015

18th – 19th May 2015 in Melbourne, Australia

Transforming towards an intelligent and productive contact centre to deliver proactive service and personalised customer experience across multichannel operations.

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Upcoming Webinars

Contact Centres that don’t Innovate Will Become more Complex and Costly

Date: 18 March 2015

Time: 12:30pm GMT+11

Recorded Webinars

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Australia Post has been recognised for its customer service, winning the Most Enhanced Customer Experience award from global consulting firm Bluewolf.

Australia Post received the honour in the inaugural first Bluewolf Innovation Awards, announced in New York. To be considered, Bluewolf customers proactively shared their leadership stories and how they were able to transform their brand experiences and engagement for both employees and customers.

Bluewolf found that Australia Post dramatically improved its customers' experience by innovating and streamlining its contact cenre management systems with Salesforce Service Cloud. "The company was able to integrate seven separate systems across customer service and provide an automated solution to reduce inefficiencies, update business processes, integrate with back-office systems, provide greater visibility and reporting, and increase communication," Bluewolf said.

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The Malaysia country manager for customer service IT company Cisco Systems says he sees strong growth potential in the country's BPO and knowledge process outsourcing (KPO) sectors.

Albert Chai told reporters the growth of BPO and KPO is expected to be partly driven by both small and medium enterprises as well as large enterprises. "We see the BPO and KPO space as relatively untapped in Malaysia," he said.

"There is a lot of SMEs, and enterprises simply do not have the business case to build their own call centers," Chai added. "So the most effective and efficient way to engage with their customers is to engage with a BPO player, whereby they can have contact center delivered as a service to them, without having the high cost of setting up the infrastructure."

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LikeBillions enters Australian market with revolutionary new technology - Web Voice Synchronisation (WVS)

SYDNEY, AUSTRALIA —March 2, 2015—Following on the success of many other Israeli technology vendors, LikeBillions has announced it is entering the Australian market, with its patented Web Voice Synchronisation (WVS) platform.

WVS integrates contact centres and digital marketing through rotating phone numbers, uniquely identifying a caller's web session and presenting this data to a company's contact centre. Unlike older call tracking technology, WVS uses algorithms to predict the value of a caller based on their online behaviour, so that high value callers can be routed faster for premium service. Those using a foreignlanguage browser can also be identified by WVS and automatically routed to a bilingual agent. Marketers benefit from knowing which keywords or Adwords campaigns convert within a contact centre, and from the ability to push tailored marketing offers to a caller's screen, and test offers in real-time.

LikeBillions has engaged Sydney-based Matchboard to facilitate its market entry, kicking off with a launch event with inaugural Australian channel partner, Quality Connex, on March 4. The event has attracted strong interest with most of Australia's leading financial services companies signed up.

"As an independent matching service for the contact centre industry, Matchboard has played a vital role introducing us to key industry stakeholders and partners," said LikeBillions CEO, Ami Meoded.

Sharon Melamed, Managing Director of Matchboard, stated,"We're always on the lookout for innovative technology solutions to bring to the market's attention, and WVS is an exciting offering.

LikeBillions' many deployments overseas have delivered benefits to clients including increased sales conversion, reduced call handle time and better customer experience, not to mention less waste in marketing spend."

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Dr Catriona Wallace defines Customer Experience Strategy.


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