Displaying items by tag: Zendesk

We have all been there. Tried to cancel a reservation last minute. Received an online order and realised an item is missing so you jump onto a live chat. Maybe you have an item you need to return but it’s been a week. What’s the stores return policy? Where do I ship the item too? It is often the same script, repeated with varying levels of success. What we remember though isn’t the process or really how long it took. We are more concerned with asking ourselves the simple question, did they resolve my query today. More so, these interactions we want to have with businesses are usually done at a time that suits us. Life is tough enough, so when it comes time to do some administrative work, we want that to be seamless and on our terms.

Customer experience software provider Zendesk has named Shashi Upadhyay as the new President of Product, Engineering and AI to “further accelerate” the company's next phase of growth in customer and employee service.

Customer experience software provider Zendesk says the findings of its latest CX trends report signal a rapid transition towards intelligent CX across Australian businesses.

Auckland-based internet service provider Devoli is now offering its clients the ability to provision and manage internet and voice services for their customers in ANZ, expanding the reach of its Vumeda unified software platform.

Cloud cybersecurity company Cloudflare has appointed 25-year industry veteran Steve Bray as Head of Australia & New Zealand.

Software platform for managing shift workers, Deputy has announced the appointment of former Zendesk and VMware revenue leader Jaimie Buss as Chief Revenue Officer (CRO).

18 billion tickets and trillions of data points informing bots and generative AI will help every business deliver superior customer experiences

COMPANY NEWS: Today at its flagship global conference, Relate, Zendesk, Inc. introduced Zendesk AI, an intelligence layer that makes personalized, efficient and more empathetic customer experiences (CX) accessible for all companies. The new offering combines decades of Zendesk’s unique data and insights with new AI technologies, including the company’s proprietary models, as well as large language models (LLMs).

British telecommunications provider BT has partnered with CX platform provider Five9 to offer Five9 Intelligent CX platform to new and existing customers as a managed service to help fully digitalise workplace through tighter integration with existing voice, digital channels, unified communications and customer relationship management systems.

Business software company Freshworks has appointed Sandie Overtveld as Senior Vice President for its Asia-Pacific, Japan (APJ) and Middle East and Africa (MEA) markets.

Forget the great resignation, it's the mass layoff. Experienced tech industry workers have long enjoyed being on the supply end of a demand-and-supply chain in their favour. Yet, a spate of mass terminations across industry giants is gaining momentum.

Hot on the heels of the former Facebook now named Meta axing 11,000 staff from its global workforce comes the news of another mass layoff announcement by an American online tech company.

Australian cloud technology specialist Versent has appointed Gavin Wilkie to the role chief financial officer, and Gabriele Famous has joined its board as a non-executive director.

Contact centre solutions RingCentral has announced new features and updates for both of its business cloud phone system and unified business communications platform to help organisations of all sizes benefit from cost-saving.

Melbourne-based SaaS unified communications specialist has added iCall Suite call analytics to its Sasboss provisioning and management platform.

COMPANY NEWS: ActiveCampaign, the leader in customer experience automation (CXA), is named G2’s 2022 Best Software in eight categories, landing at No. 5 in the marketing products category and No. 6 in Global Sellers out of the top 50 and 100 software products, respectively. Because of the company’s commitment to the success of its customers, ActiveCampaign continues to receive high sentiment ratings well above its competitors.

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.

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.

Productivity platform operator ClickUp has hired James Slattery to lead its new APAC operation.

Software company Zendesk reports in its latest study that Australian leaders are confident how agile they are despite the pandemic. The majority of customer service managers benefitted from being proactive as it saved time and costs, the study found.

We asked a number of IT executives what the 'new normal' might look like as the impact of COVID-19 wanes.