What is new in Contact Centres?
Michael Clark
CX, Contact Centre and Technology Leader | Consultant, Speaker and Rugby Board Member | 20+ years driving growth, innovation and human-centred transformations | Partner with me to elevate CX and deliver results
As we approach the end of financial year, there has been some big news emerging in the Contact Centre world. Let's break it down for you.
?New Patent to comply with Fair Work Laws
nimbus, a leading Australian cloud-based technology provider, has become the first Australian technology company to be awarded a patent specifically designed to help manage the right to disconnect and eliminate wage theft and help organisations comply with workplace laws.
The nimbus patent control wraps around the soft phone and helps enable contact centre, customer experience, and other workers to provide services to customers while adhering to award or enterprise agreements around shift times and related activities. Unlike many overseas-based workforce management software solutions, the nimbus platform is specifically designed to comply with Australia’s highly complex workforce regulations covering awards and enterprise agreements – with companies often having to manage dozens of individual worker awards for their contact centre operations (including remote workers), and customer experience teams.
The patent forms the Intellectual Property basis of compliance in the nimbus platform and will help organisations gain unprecedented insight into commercially vital workforce environments that impact their compliance. For example, the patent ensures a worker in a contact centre agent can not log in to their shift until their legally allocated time, including for breaks. This innovation helps solve a significant issue facing many employers, who often aren’t aware or may otherwise induce a worker to log in ‘early’ to prepare for a shift, potentially risking multi-million-dollar fines or even criminal charges for company directors.
I am pleased to note I am collaborating as an industry thought leader with nimbus to share news of this new innovation and have been part of their media launch. You can read the AFR article here. IT News also covered the launch here .
Book a discussion via the link below and understand how these innovations can protect your reputation and improve your employee engagement and performance.
It's a NICE deal...
This week NICE announced a $100m+ deal in APAC, with industry analysts and observers all asking who the client is!
Careful analysis of the timing of announcements and market tests over the past 12 months highlights that this deal was a joint win with Optus covering Australia’s largest Contact Centre. By following the breadcrumbs, it becomes clear that Services Australia (formerly Centrelink) is the only logical answer.
In June 2024, Optus announced they had won several partner awards with NICE CXone including:
Based on the pattern of announcements over the past week, it seems clear that Optus will continue to dominate CXone partner awards in 2024 as this deal flows through, building on nearly a decade of partnership which has solidified CXone in the ANZ market.
As this announcement becomes public knowledge, it again highlights the shift from legacy on-premise solutions towards Contact Centre as a Service (CCaaS) in ANZ, and reaffirms NICE CXone as a market leader.
This news should encourage organisations and provide further evidence that CCaaS solutions are a great choice to replace legacy solutions from the smallest to the largest Contact Centres.
We eagerly await the formal announcement from NICE, but in the meantime congratulate them on what seems to be a major win in the ANZ market.
You can read my comments on this deal in Call Centre Helper Magazine here .?
If you are considering replacing your Contact Centre solutions, we offer independent and expert advice to help you build requirements, source and implement the best Contact Centre solutions for your organisation. Book time to discuss your requirements now.
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GoTo greenlight SMS
In other Contact Centre news, GoTo have announced they have launched SMS messaging in Australia which strengthens their Unified Communications as a Service (UCaaS) and CCaaS offerings, with a particular focus on the mid-sized market.
The news is widely welcomed by current and prospective clients, with SMS providing for high open and response rates. You can read more about the SMS launch here .
Judging the best of the best
In 2023, I was privileged to judge the Contact Centre of the Year Awards for the Auscontact Association. I am grateful to once again be a judge in 2024.
Judging the best of the best is a great contrast to my usual work. As a consultant, I'm often called in with problems, challenges and to identify areas for improvement. As a judge, I'm assessing the organisations that have done the hard work and are putting themselves out there for industry recognition.?
This opportunity also gives me insights to further help my clients to grow and develop.
In other news
I am in Brisbane early next week, so contact me to catch-up over coffee and chat about your Contact Centre and CX challenges.
You can also check out my recent comments in Call Centre Helper Magazine on the topic of 21 Amazing Habits to Foster in your Frontline .?
Supporting the Contact Centre Industry
We engage in the industry groups that matter to our industry, and give back through awards and events.?
Who is Michael Clark?
Michael Clark is not the famous former cricketer! Michael is a veteran of the Contact Centre and CX Industry and was recognised in 2023 as one of the Top 100 Influencers in the Contact Centre Industry in APAC, and as one of Australia's Top 50 Small Business Leaders in 2022.
Michael is the co-founder and Principal Consultant at CXTT Consulting.
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