COMPANY NEWS: 8x8 (NYSE: EGHT),, a leading integrated cloud communications platform, today announced it has been named a Challenger in the 2021 Gartner Magic Quadrant for Contact Center as a Service.
GUEST OPINION by Daniel Harding, MaxContact’s Director – Australia Operations: Webchat, SMS and email can enable you to deliver better customer service but only if you invest time and resources to implement them smartly.
Customer-owned bank Heritage Bank has inked a five-year deal with fibre and network solutions provider Vocus that it says will deliver up to 20 times its existing bandwidth, “markedly reduce costs”, and significantly accelerate its digital transformation and growth strategy.
Retail giant Coles has launched a new digital channel - coles&co - which gives online customers information on new products, shopping tips and recipes - with the online service replacing printed catalogues, which will no longer be delivered to letterboxes.
Global spending on digital commerce will reach US$18.7 trillion by 2024, up from $11.2 trillion in 2019 - an increase of 66% over the forecast period, according to a new report.
Consumers purchasing fashion products in the US are increasingly gravitating to online shopping and away from bricks and mortar stores, with ecommerce now making up more than 21% of US apparel sales, and expected to grow by 10% annually through to 2020.
SkyBus, operators of Melbourne’s express CBD to airport transport service, has rolled out self-serve ticketing on its Melbourne routes using omni-channel solutions from global transactions technology provider NCR.
First we have new research that Australians want their customer service enquiries to be delivered by 'humans' and not automated digital channels. Now another study - just released by ICT services company Unisys - reveals that 65% of ‘older Australians prefer to deal with government agencies by phone or in person rather than online.
Australians don’t like dealing with automated digital channels for their customer service issues but prefer the ‘human’ touch, according to newly published research which also shows that poor customer service causes consumers to switch from one retailer to another.
There has been strong growth and increased investment in IT by the insurance industry worldwide, with digital channels remaining the top area for investment by insurers.
The ANZ Bank has signed a five-year, $450 million strategic agreement with IBM which provides the bank with access to IBM’s entire software portfolio, an Innovation Lab, next generation cloud development capabilities and core systems infrastructure.
The ANZ Bank is claiming rapid growth in customer demand for mobile banking, with its mobile-to-mobile payment app, goMoney, hitting $100 billion in transactions.
Digital will continue to emerge as the lead channel to connect with customers for Australian business leaders, according to a newly published global study which reveals, however, that Australian customers wield less influence on business leaders than in other countries.
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