Optus this week announced three new executive hires from the tech and finance sector, along with a new partnership with Cisco to launch its cloud-based contact centre service in Australia with an eye to the increase in remote work.
Libby Roy joins Optus as managing director SMB from Paypal, where she led the ANZ region for five years. Kate Aiken will be Optus VP of human resources in August following senior roles at Goldman Sachs, Macquarie and most recently, with Westpac. Poppy Fassos joined the telco in March after nearly three months as GM, IT governance and controls at NBN Australia.
In a company statement, Optus said all three new executives will report directly to CEO Kelly Bayer Rosmarin, who has been leading Optus since December last year, and noted the strong track record of the new technology leaders.
Cisco Cloud Contact Centre
On Monday the telco also announced it is the first provider to offer Cisco’s new cloud-based contact centre in Australia.
Aimed at Optus business customers, Webex Contact Centre by Optus is a public cloud-based platform that uses predictive analytics on data from multiple contact centres to predict customer needs and match them with contact centre agents.
Optus is Cisco’s largest contact centre solutions provider in Australia and says the latest service complements the companies’ other collaboration services, Webex Meetings, Webex Teams and Webex Calling.
Dan Lieberg, Optus Business VP of product innovation said businesses are demanding more flexibility and agility in contact centres as remote work becomes more common.
“With increased remote working practises driving enterprise to accelerate its move from traditional on-premise to cloud-based solutions, Optus is continuously investing in the latest available cloud technologies and capabilities,” Liebenberg said in a statement.
“In today’s world, customers must be an organisations’ number one priority. Businesses cannot afford to deliver a poor contact centre service and with Webex Contact Centre by Optus, our Australian customers can take full advantage of the opportunities offered by cloud-based services and improve overall customer satisfaction and retention rates, along with agent performance and productivity.”