Displaying items by tag: Customer engagement

IT service providers Interactive has appointed of Darren Broadbent as the new Sales Lead for South Australia.

GUEST OPINION:  In an era where innovation defines industry leadership, artificial intelligence (AI) has rapidly shifted from being a speculative investment to a critical tool for achieving business efficiencies, cost savings, and customer engagement.

Customer experience automation provider RingCentral and customer engagement company Verint have announced a strategic partnership to provide RingCentral customers access to best-in-class workforce engagement management (WEM) and CX automation.

Ever ticked “email me” on a website form and then quicker than you can close your browser tab, your phone starts ringing? It’s like ordering a flat white and getting a long black instead – not exactly what you were after. You might even take the drink, but you probably wouldn’t return to that place? If that rings true you would be part of the 94% of Australian’s that generally want what they asked.

In today's fiercely competitive marketplace, capturing customer attention is more challenging than ever. Brands are vying not just for visibility but for meaningful engagement that fosters loyalty and drives business success. Recognising this imperative, Braze—the leading customer engagement platform—has unveiled a suite of ground-breaking product innovations at its annual customer conference, Forge 2024.

COMPANY NEWS:  

• The vast majority (80%) have increased their year-on-year investment in generative AI
• Three quarters agree it is helping drive revenue and innovation
• Almost all organizations (97%) allow employees to use generative AI in some capacity

COMPANY NEWS: Manhattan Associates Inc. (NASDAQ: MANH) has announced new Omni Channel technology advances set to elevate retail operations and customer experiences across several key areas; Point of Sale, Order Management, Customer Service & Engagement and Store Inventory & Fulfillment.

Verint Leads in Five Product Capabilities Satisfaction Categories Including Leveraging Artificial Intelligence

COMPANY NEWS: Verint® (Nasdaq: VRNT), The Customer Engagement Company, today announced that it has received top scores in multiple customer satisfaction categories according to DMG Consulting LLC’s 2023/2024 Enterprise Workforce Management Product and Market Report*.

Perth-founded customer engagement platform provider Komo Technologies has opened its first overseas office in Brooklyn, New York.

Low-code platform provider Pegasystems has announced plans to extend its use of AI in its platform with a set of new generative AI capabilities across Pega Infinity.

GUEST RESEARCH: A new study published by Tenable, the Exposure Management company, has found that 64% of Australian businesses are planning to invest in the metaverse in the next six to 12 months, while 56% of U.S. businesses and 55% of U.K. businesses are expected to do so in the same time frame. A majority of respondents in Australia are planning to or already looking at the metaverse to enhance customer engagement (40%), improve learning and training (37%) and collaborate better (37%).

Customers expect personalisation during every brand interaction — but they don’t trust brands to keep their personal data secure and to use it responsibly, according to a new report from customer engagement platform Twilio.

Customer engagement specialist Intercom now offers local data hosting in Australia.

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

Cloud communications platform provider 8X8 has launched Contact Center for Microsoft Teams to deliver integrated customer engagement and global telephony direct routing that allows employees and contact centre agents to interact with customers from any Teams endpoint.

Cloud communications platform Twilio has released its second annual State of Customer Engagement Report, with some very interesting findings.

Customer engagement company Verint Systems and integrated cloud communications platform provider 8x8 have announced a partnership to bring integrated cloud workforce management applications and cloud contact centre to mid-market and enterprise businesses worldwide.

Customer engagement and digital automation vendor Pegasystems has completed a deal to acquire cloud-based real-time speech analytics solution provider Qurious.io.

GUEST OPINON by Peter Belton, Vice President Sales Australia and New Zealand, SITECORE:   Forced to respond to the COVID-19 pandemic fallout while also delivering regular services to citizens, Australian governments at all levels are realising the importance of delivering first-rate digital experiences.

GUEST OPINION by Daniel Harding, Director, MaxContact: Australia’s small and medium business sector is doing it tough and finding practical and affordable ways to connect with customers and prospects is critical to survival, Daniel Harding argues.