What's really happening in ANZ Contact Centres?

The 2021 ANZ Contact Centre Industry Report

NEW for Australia and New Zealand

Start Australian Survey

All completed surveys go into the draw to win a $500 VISA Gift Card or donation to your charity of choice.

Thousands of organisations in the UK and US use ContactBabel research for their strategy, benchmarking and understanding of where the industry is heading.

In partnership with Enghouse Interactive, ContactBabel is now researching the Australian and New Zealand contact centre industries to offer the same level of insight for your organisation.

Our research will answer many of the key questions that contact centres need accurate answers to, and will include:

  • Contact centre salaries for new and experienced agents, team leaders / supervisors and contact centre management
  • Agent attrition and absence rates
  • Industry growth rates
  • Operational Benchmarking: speed to answer, call duration, first-contact resolution rate and call abandonment rate
  • Channel adoption and relative performance
  • Current and planned use of specific technologies

This survey is designed to be taken by contact centre management and CX leaders in Australian and New Zealand organisations.

Everyone who takes part in this 10 minute research will receive a free copy and those who complete the survey will go in the running to win a $500 VISA Gift Card (or donation to a chosen charity).

The Enghouse Cloud Contact Centre Portfolio 


Enghouse Cloud Portfolio

Enghouse Interactive is renowned for offering the industry’s broadest range of innovative, award winning and reliable contact centre capabilities. Uniquely, Enghouse Cloud anchors its capabilities on 4 foundational elements:  

Applications Architecture The Enghouse Cloud solution is structured as a highly versatile and flexible platform upon which other services, features, functionalities, applications and capabilities can be integrated, leveraged or extended.  

Open Standards Using industry-leading open standards and non-proprietary protocols enables a wider range of third-party application integrations and without the need for extensive, customer-specific, customisation.  

Omni-Channel Engage with customers across a wide range of channels including: voice, video (webRTC), chat/SMS, email, mobile and social media streams. New channels will be easily integrated as they emerge in the future.  

Interoperability Integrates with all SIP based PBXs and network infrastructures. Eliminates the risk of stranding a technologically viable UC platform before the organisation has extracted maximum value from that investment.  

Enghouse Cloud - transforms the contact centre into a growth engine. 


Let's talk!

Get in touch with us today.

CONTACT US
EnghouseOn-Prem

Not sure if the Cloud is right for your contact centre? Enghouse Interactive offers the same, full range of premises-based contact centre solutions and practices designed to take your customer experience to the next level.

About Us

We are the world’s most reliable contact centre technology provider. Our global brand is built on our track-record of consistently honouring our commitments – to our customers, our staff and our shareholders.

Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENHG), is a leading global provider of contact centre software and service solutions that deliver enhanced customer service and transform the contact centre from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably.

Supporting over 10,000 customers, in 120+ countries, Enghouse Interactive works within any local regulatory environment and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.

APACcloud@enghouse.com.au

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