Displaying items by tag: Customer Experience

GUEST OPINION: Want to implement ICT solutions that allow your organisation to operate smarter, faster and better? For Australian business owners and leaders, this is obviously a rhetorical question.

GUEST INTERVIEW: The IT industry loves buzzwords. Some have legs, others fade almost as rapidly as they appear – consider Big Data, Internet of Everything, hacktivism, and gamification. One that's attracted attention recently is observability.

GUEST OPINION: The pandemic has altered the business landscape forever, and telecommunications has been a focal point in that evolution. With businesses permanently moving workforces to remote and hybrid models, and more individuals relying on secure and stable connectivity, the need for fast mobile and internet connection has never been higher.

Intelligent pricing solutions vendor Flintfox has appointed Microsoft industry veteran Chris Dieringer as its chief customer officer (CCO).

COMPANY NEWS: Probe CX, a leading customer experience and digital transformation organisation today announced it has partnered with Uniphore, the leader in conversational automation to increase its capacity to help businesses deliver next generation customer experience (CX).

iTWireTV spoke with Ravi Saraogi, co-founder and president, Uniphore, on the power of conversational AI and the great benefits it brings to customer experiences in call centres around the globe.

GUEST RESEARCH: Zendesk’s landmark annual research has highlighted the disconnect between Australian business leaders and their support agents on the level of customer service they provide, with their customers echoing the same sentiment.

Engineering company The Engenco Group has implemented SugarCRM to consolidate its customer data, improve customer insights, and enhance customer experience.

Cloud-based solutions provider LogMeIn is to establish its zero-knowledge password management provider LastPass as a standalone company.

GUEST OPINION: Soprano Design, a global communications platform-as-a-service (CPaaS) leader, today announced its key predictions for 2022.

Research commissioned by Zendesk, the SaaS-based customer support and experience platform, shows agility is tied to the longevity of business success and is the new top customer experience priority for the majority of managers and support agents.

Furniture and homewares retailer, Freedom Furniture has chosen a solution from cloud-based integration platform as a service (iPaaS) provider Boomi to create a singular view of all data to drive operational transformation, support a product evolution, and enable personalised customer experiences across brick-and-mortar and ecommerce operations.

The National Australia Bank has topped the 2021 Forrester customer experience index which benchmarks the quality of customer experience of five banks in Australia.

Significant opportunity to fix internal processes and address the root causes of customer experience issues in the wake of the pandemic continues to elude businesses, research by enterprise software specialist IFS has revealed.

What is Data Science?

GUEST OPINION by Chris Tucker, Vice President – Australia and New Zealand, HCL Technologies:  Data science is an interdisciplinary field that uses scientific methods, processes, algorithms and systems to extract knowledge and insights from structured and unstructured data and apply knowledge and actionable insights from data across a broad range of domains. It’s certainly a lot more than reports and analysis and it’s moving from the back room to the forefront of many businesses as it gives meaning to the numbers.

Customer experience vendor Qualtrics has entered into a definitive agreement to acquire omnichannel conversational analytics provider Clarabridge in a stock transaction valued at US$1.125 billion.

British telco BT and Microsoft have announced a new strategic partnership designed to accelerate innovation across enterprise voice, cyber security and industry-focused services in sectors from digital manufacturing to health, "setting businesses" in the UK and around the world back to growth.

GUEST OPINION by Andy Mellor, regional vice president ANZ at Kofax: If you’ve ever gritted your teeth while listening to bad hold music, or cursed as you completed forms by hand, you don’t need to be told that sometimes, government process can be inefficient, complex and slow.

Australian-listed digital services company Webcentral Group has rebranded and amalgamated its current brands Netregistry and WME into a single brand - Webcentral - in a move it says is designed to both improve and simplify its customer experience.

8x8 Voice for Microsoft Teams App Adds SMS, MMS and Fax Capabilities to Teams; Provides Teams Users with More Digital Communication Channels for Employee and Customer Engagement.

COMPANY NEWS: Cloud communications platform provider 8X8 has announced that the new 8x8 Voice for Microsoft Teams app has added Short Message Service (SMS), Multimedia Messaging Service (MMS) and fax capabilities to further extend the Teams experience for users.