Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

News : NBN Complaints ‘Through the Roof’ Due to Overseas Call Centres

#contactcenterworld, @nbn_australia

Sydney, Australia, Oct, 2020 -- The head of Australia’s competition regulator has slammed NBN providers, accusing them of shoddy service through the pandemic with complaints going "through the roof".

Australian Competition and Consumer Commission (ACCC) chair Rod Sims said telcos should bring their call centres back to Australia. He added the privatisation of the national broadband network was "inevitable".

Speaking at the AFR National Infrastructure Summit, being held in Sydney today, Mr Sims praised the backbone of the network and how it had coped as people shifted to working from home due to COVID-19.

"The NBN rollout really could not have been more timely. Almost overnight, many of us moved from physical to virtual workplaces and depended on the NBN," he said.

"Without the NBN, essentially built just in time, our broadband would not have performed anywhere near as well as it has."

Initially data speeds slowed down during the early months of the pandemic. However, Mr Sims said after the NBN boosted its network capacity, and passed that on at no extra charge to retailers, data speeds "really hadn’t missed a beat".

But the ACCC chief had little good to say for the firms that customers buy the NBN through – the likes of Telstra, Optus, TPG and Dodo.

"Consumer complaints about their NBN connections have risen dramatically. The level of complaints has just gone through the roof."

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Last month, the Telecommunications Industry Ombudsman revealed telco complaints had surged by 1500 per cent in the 2019-2020 financial year.

Around a third of the complaints - the largest chunk at 43,000 - was for internet services. Many of these were during the early months of the pandemic. NBN issues were up by five per cent.

A particular bug bear was customer service, or the lack of it.

"We’ve had a flood of complaints by consumers unable to get through to their retail provider to seek help, particularly as their call centres and back office functions are based overseas and they were forced to close (by the pandemic)," he said.

"I really think the Australian companies have to rethink their call centre arrangements, particularly in the telco sector.

"Poor responses from call centres sends a strong message to consumers about how little they are valued by the retailer."

The ACCC has commenced an inquiry into NBN pricing after some telcos withdrew cheaper plans, potentially blocking poorer customers from accessing the network.

Mr Sims said privatisation of the NBN was on the cards.

"On the one hand, privatisation of the NBN is probably inevitable. But on the other hand, it’s probably some years away."

Mr Sims said that any plan to privatise the NBN should happen in conjunction with a another looks at how its regulated.

"If and when the NBN is privatised, we will need to rethink its regulatory framework, considerably."

#contactcenterworld, @nbn_australia

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.news.com.au


About NBN Co:
Company LogoThe National Broadband Network (NBN) is a national wholesale-only, open-access data network and is under development in Australia.
Company RSS Feed   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Voice Mail

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

Published: Tuesday, October 20, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

5.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

6.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

7.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 17th Annual Best Practices and Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies! Read More...
 5637 
Showing 1 - 1 of 5 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =