Salmat, which claims to be Australia's largest outsourced call centre operator, is to spend millions of dollars with Avaya to upgrade its call centres by replacing Genesys with Avaya technology.

Laithwaites Wine People has implemented, in Australia, cloud-based call centre technology from IPscape to improve customer experience and commercial agility as a precursor to, potentially, deploying the IPscape service in the UK, USA and Hong Kong. 

The bane of cold calling telemarketers, Australia's Do Not Call Register now has more than seven million numbers on its list and it continues to grow. The news released today by the Australian Communications and Media Authority is a ringing endorsement of the push for consumer privacy against unwanted voice call intruders.

US-based unified communications and call centre systems vendor, Interactive Intelligence Group has acquired its Sydney-based reseller CallTime Solutions.

Avaya has published the result of its Contact Centre Consumer Index, and the results aren’t good news for contact centres,  with the majority of customers left unimpressed.

Retail giant Woolworths is mid-way through a massive overhaul of its contact centres – consolidating from eight to two, has introduced interactive voice response (IVR) systems in three key areas, and now has biometric voice identification on its radar.

The City of Port Adelaide Enfield has given its ratepayers 24/7 access to 35 additional online services and reduced the number of enquiries to its call centre with an upgrade of its TechnologyOne property and rating solution.

Call Centre operator, Excelior Australia, says it has secured 50 new jobs for its Bendigo contact centre and will start recruitment immediately.

India-based global IT services provider HCL Technologies has teamed up with global call centre and business process outsourcer, Stellar Asia Pacific to jointly offer business services and outsourcing services in Australia.

According to Ovum at least one of Australia's mobile operators will initiate, by year-end, a major deployment of self-service customer care by exploiting the processing, data communications and visual display capabilities of customers' mobile phones.