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Article : ANZ Workforce Ahead of Curve in Acceptance of Advanced Training Technology

#contactcenterworld, @zadroagency

Author: Oakley Grioli, Account Coordinator, Zadro Agency

A recent employee survey conducted by global technology provider Genesys, revealed a significantly higher acceptance of advanced training technology by Australian and New Zealand employees, compared to those surveyed in other regions.

Respondents from Australia and New Zealand (ANZ) had the highest combined positive attitude towards technology in the workplace (at 88%). In addition, they returned the strongest positive reaction to training, assistance and automation by artificial intelligence (AI), augmented reality (AR), virtual reality (VR) and robots, differentiating their collective attitudes from their counterparts in the US, UK, Japan and Germany.

  • 43% indicated they would be willing to be trained by an AI/Bot
  • 44% indicated they would be willing to be trained by a human-like robot powered by AI
  • 67% indicated they would be willing to use a virtual/digital assistant to help manage tasks and deadlines
  • 67% indicated they would be willing to use AR or VR technology for job training

In what might indicate confirmation of a generally accepted worldwide trend towards more flexible working conditions, full-time workers were up to 8% more willing to be trained by some forms of technology than part-time workers.

Impact on the ANZ workforce

Nearly 75% of ANZ respondents stated one of the main reasons for embracing technology in the workplace was for greater efficiency. Further, 45% of Australians and 49% of New Zealanders appreciated specific tools such as AI and Bots, because they believe it enables them to focus on other things.

Challenges for the AI enabled workplace

Although there was a positive sentiment to technology in the region overall, new and advanced tools are not without their implementation challenges.

Gwilym Funnell, Vice President of Sales & Managing Director of Australia & New Zealand, said these results did not surprise him.

"We are seeing an increase in ANZ companies looking for innovative ways to implement technology to improve their current processes. The demand for providing fast, efficient and reliable service is growing, and the way to meet this demand is to seamlessly blend AI technologies with human support.

"As our region is smaller and more agile than many other markets, we find the vast majority of businesses and employees are open to change, and it’s wonderful to see the results of our truly progressive workforce," said Mr Funnell.

Additional Survey Highlights:

  • 25% of ANZ respondents have never felt threatened by technology
  • 32% of people aged 18-38 years believe AI has had a positive impact on their job
  • Just 10% of ANZ respondents expressed a dislike of new technology tools being introduced into the workplace
  • Staff in smaller organisations sometimes feel more threatened by new technology than staff in larger organisations by 8%
  • 69% of employees believe their employer understands how they use technology at work


Survey Methodology and Participants

4,207 employees from five regions including the US, UK, Japan and Germany completed the online survey in April 2019. The ANZ region represented 19% of respondents, who were evenly divided into three age ranges (18-38, 39-54, 55-73) with women accounting for 51% and men 49%.

Genesys(R), the global provider in omnichannel customer experience and contact centre solutions, commissioned this survey to better understand current global attitudes towards artificial intelligence in the workplace and what this means for the future of AI.

#contactcenterworld, @zadroagency


About Zadro Agency:
Company LogoZadro is an integrated communications and marketing agency providing services in strategy, marketing, public relations and design. Zadro have a highly experienced team who will become an extension of your business, supporting you during your marketing and communications journey.
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Today's Tip of the Day - Benefits Of Certification

Read today's tip or listen to it on podcast.

Published: Friday, August 2, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

7.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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