Avaya’s Chief Technology Strategist Chris McGugan Talks 3 Key Priorities, Teases Next-Gen Platform

Last month, Fifth Quadrant attended the Experience Avaya Asia Pacific event to learn more about how Avaya is improving CX and accelerating value co-creation for its stakeholders.

The event brought together executives, industry experts, thought leaders, customers and partners from throughout APAC and around the globe so that they could collaborate on how to create connected experiences that deliver business value.

Topics: Customer experience contact centre CX Articles & Insights cloud solutions

Key Insights from Fifth Quadrant’s Contact Centre Cloud Migration Webinar with Cyara

The migration to cloud based contact centres is on the rise Australasia, as organisations look to tap the cost-savings, optimisation tools, scalability, and customer experience (CX) benefits the cloud offers.

Steve Nuttall, Head of CX Research at Fifth Quadrant and David Inglis, CX Assurance Specialist - Principal Solutions Architect, APAC and ANZ at Cyara, co-hosted a webinar earlier this month to discuss the drivers and challenges of cloud adoption, and the 5 key ways to assure a successful contact centre cloud migration.

Topics: contact centre digital transformation CX Articles & Insights cloud webinar

5 Tips For Call Centres To Ensure Millennials Have A Good Call-In Experience

It goes without saying that when you have a good experience with a brand, be it in a store, online or via a call centre, that you have a positive feeling towards the brand or company as a whole.

Topics: Customer experience contact centre press release call centres CX Articles & Insights

8x8 Positioned as a Challenger in 2018 Gartner Magic Quadrant for Contact Centre as a Service, North America

San Jose, Calif – 26 October 2018 – 8x8, Inc. (NYSE:EGHT), a leading cloud technology provider of voice, video, collaboration and contact centre solutions for over one million users worldwide, today announced it has been positioned by Gartner, Inc. as a Challenger in the 2018 “Magic Quadrant for Contact Centre as a Service, North America”¹ for the fourth year in a row. 8x8 was also recently recognised in the 2018 “Magic Quadrant for Unified Communications as a Service, Worldwide2 which the company believes affirms its ability to execute and its completeness of vision in each market.

Topics: contact centre press release

How gamifying the call centre could lower employee churn and improve service delivery

Contact centre agents frequently view their work as repetitive and unsatisfying but turning toiling on the telephone into a game may modify this perception and give service levels a boost.

The call centre sector represents big business in Australia – it employs more than 250,000 people, across a gamut of industries, according to latest data from CX Central.

Topics: contact centre call centres CX Articles & Insights

VoiceFoundry Expands Global Deployment of Amazon Connect Services

Sydney, Australia – 15 May 2018 – VoiceFoundry, a principal provider of enterprise cloud-based contact centre solutions with a unique focus on customer experience and automation in North America, today announced that it is now expanding services to Australian and New Zealand businesses.

Topics: contact centre press release Amazon

Are Australian contact centres keeping pace with innovation?

Although Australians have a reputation for being early adopters of technology, recent research by Fifth Quadrant indicates that Australian contact centres may be struggling to keep pace with innovations taking place globally.

Topics: contact centre omni-channel call centres Chatbot Artificial Intelligence CX Articles & Insights

2018 Contact Centre Report Reveals Majority Of Industry Is Striving To Improve CX

Fifth Quadrant has just released its 2018 Australian Contact Centre Benchmark Report which reveals that almost three-quarters of the industry (73%) is striving to improve customer experience (CX) through technology that optimises agent performance and delivers a more customer-centric channel offering.

Topics: contact centre Voice of Customer CX Articles & Insights market research research

Latest Contact Centre Report From Fifth Quadrant

The 2018 Australian Contact Centre Benchmark Report has just been released by Fifth Quadrant. The report contains over 140 pages of insights into the industry. Some highlights contained in the report include the following.

Topics: contact centre CX Articles & Insights

9 Tips For Improving First Call Resolution

A recent report found that complaints from Australian residential consumers and small businesses about landline phone, mobile phone and internet services massively increased in the 2016/2017 financial year.

The Australian Telecommunications Industry Ombudsman (TIO) recently released the report, revealing that 158,016 complaints had been made from 1 July 2016 to 30 June 2017, a 41.1% increase on the previous financial year.

Topics: contact centre CX Articles & Insights

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