Allowing agents to work flexibly can be good for them and good for the bottom line, provided your systems and processes are sound, writes Daniel Harding, Director – Australia Operations, MaxContact

Conversations in Isolation is a series of podcasts from CX spotlight where Steve Nuttall, Director of Fifth Quadrant, sits down for an honest conversation with business leaders about the rapid changes happening in the world during the COVID-19 crisis... from the safety of isolation.

Avaya (NYSE: AVYA) today revealed that 42 per cent of Australian organisations lack understanding of artificial intelligence (AI) technology, while 42 per cent don’t have the in-house skills to facilitate adoption, exceeding global averages of 37 and 37 per cent, respectively.

Artificial Intelligence is without a doubt one of the hottest topics in the world of customer experience right now. But with hype comes a considerable amount of fear, as organisations are becoming increasingly worried about getting left behind or failing to properly commence their AI journey.

Nobody likes getting bamboozled.

In the world of customer experience (CX), trust is a major currency and is frequently ranked as the most important attribute a brand can cultivate in its customers.

When your customers trust you, they are more likely to buy your products or services, refer you to a friend, share information with you, and even forgive you when you have that one PR nightmare.

Artificial Intelligence (AI) has been one of the hottest topics in customer experience (CX) this year. To find out more about some of the trends and challenges within the fast-growing sector, Fifth Quadrant spoke to Dr Catriona Wallace, Founder and CEO of AI fintech company Flamingo Ai (ASX:FGO).

A couple of weeks ago Avaya Australia announced that it had been selected for a five-year contract by the Australian Department of Defence (ADoD) as the contact centre technology provider. What follows is the second part of our discussion with Peter Chidiac, Avaya’s Managing Director of Australia and New Zealand. Peter provided some candid input on automation, analytics, AI and machine learning and how the combination of these tools will continue to shape Customer Experience and the future of the contact centre.

Sydney, Australia, March 5, 2018 – Avaya has launched its ‘Powered by Avaya’ cloud offering in Australia, providing a simple and flexible way for midmarket companies to migrate to cloud-based solutions across unified communications (UC) and contact centre (CC).

SYDNEY — 14 December 2017— ManageEngine, the real-time IT management company, today unveiled what it sees as six tech trends to watch in 2018.  These trends including the growing use of artificial intelligence, the rise of AI-powered chatbots, the use of natural language processing, the tightening of data protection laws, the continuation of cloud adoption and the use of blockchain technology.  

BOULDER, Colo.—December 6, 2017 — LogRhythm, The Security Intelligence Company, today announced that it has, once again, been positioned as a Leader by Gartner, Inc. in the 2017 “Magic Quadrant for Security Information and Event Management”* research report, for its Threat Lifecycle Management Platform.