Optus wins $75m Flight Centre contract
Over the next 12 months Optus will migrate travel chain Flight Centre to the telco’s contact centre as a service (CCaaS) platform, as part of a $75 million contract announced today.
Over the next 12 months Optus will migrate travel chain Flight Centre to the telco’s contact centre as a service (CCaaS) platform, as part of a $75 million contract announced today.
It is shaping up to be the year of the chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year – not least in how they are playing an ever bigger role in customer service.
Enterprise social media is maturing. Initiatives such as content delivery and contextual marketing are becoming common practice in the market.
Avaya sees opportunities for growth in the Australian mid-market as it continues its move from a primarily hardware and software company to a software and services business, according to Tony Simonsen, Avaya's MD for Australia/New Zealand.
Westpac has signed a new five-year deal with Optus, with the telco to continue managing 13,000 mobile devices for the bank.
In a bid to target customers who are looking to migrate from a traditional PABX phone system, Optus Business and Singtel have launched Unified Communications as a service (UCaaS) which includes voice, video and messaging.
Telstra has acquired unified communications and contact centre integrator North Shore Connections (NSC) Group.
Western Power is upgrading its contact centre to support a big increase in the number of customer contacts from a broad variety of channels including social media, according to Ben Oxford, Western Power section head of customer service.
With tax season approaching, the Australian Tax Office (ATO) awarded Datacom a $32.5 million, four-year contract for contact centre services.
The Australian Competition and Consumer Commission (ACCC) is to deploy a new contact centre solution to help the agency cope with an expected large increase in calls prompted in part by the launch of the carbon tax mid next year.