Industry insider news for New Zealand's technology resellers
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The future of CX: How to make chatbots work effectively in your organisation
The secret to deploying virtual assistants successfully lies in implementing them in a way where everyone is a winner.
Five ways robotic process automation is improving the public sector – FTS Data & AI
The robots are coming, but they should be welcomed with open arms, rather than fear and trepidation.
Vodafone pumps $10m into dedicated customer service team
Vodafone’s ‘X Squad’ will kick off in October, and will continue to scale up over the remainder of this calendar year.
Aussie company launches new chatbot service for homeless youth
Set to launch in March 2020, the chatbot is currently in design and testing and is the biggest change to the Ask Izzy platform since 2016.
Domino's introduces AI and machine learning to pizza
"With DOM Pizza Checker keeping an ‘eye’ on product quality, our customers can have greater confidence that their pizza will look as it should - and if it doesn’t, we’ll make it right by making it again."
How robotics can improve customer experience
Although robotics has been gaining traction in the business world for some time, there are many misconceptions around its capability.
You only get one chance to make a first impression
Regardless of where you come from one thing is for certain, businesses only get one chance to make a first impression.
Qlik repositions to SaaS-first, customer-first company
Qlik has this week announced enhancements and expansions to its customer success programs as the company realigns its core mission as a SaaS-first organisation.
Jade Software & Ambit take chatbots to next level of AI
“Conversation Agents present a huge opportunity to increase customer and employee engagement in a cost-effective manner."
Could personalised AI assistants streamline your business?
Oracle announced the availability of Oracle Digital Assistant, enabling companies to build personalised digital assistants to help employees work smarter and more productively.
Digital customer experience is nothing without a human touch
"Businesses cannot neglect the fact that on the other side of each transaction is a human being. And for some interactions, the most effective way to help a human being is with another."
The profits & pitfalls of peddling convenience driven technology
"Despite giving the end-consumer the convenient services they demand, associations with unjust work practices can ultimately come back to bite companies where it hurts most."
Zendesk launches omnichannel suite for integrated customer experience
In conjunction with the launch of The Zendesk Suite, Zendesk also unveiled Connect - a new product for proactive customer communication.
How speech analytics can improve outcomes in the contact centre
Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.
Assessing why the A/NZ cloud market is still ‘cloudy’
Despite the optimism demonstrated by many CIOs, the actual process of cloud adoption among large organisations is slow.
Extend your SAP system to better service your customers
Bluleader helps organisations drive better ROI on existing SAP ERP investments by extending the data model on a seamless, single platform experience.
To get ahead with AI, get started with augmented intelligence
AI is an extension of a human, not a substitute for it. Once we realise this fact, we can appreciate AI for what it truly is.
Five ways Aussie retail can survive the arrival of Amazon
“There’s no pushy salesperson trying to convince you to spend all your hard earned money – that’s not retail.”
Kiwi brands need to step up their game when it comes to digital experience
The report singled out online retailer Mighty Ape as having the best digital experience among all brands with a score of 35.
Hitachi develops robot that can spontaneously ‘learn’ from mistakes
Hitachi has announced the development of active-learning dialogue-data based AI technology to its human symbiotic service robot.
NZ telco industry focussed on improving customer service
“Constant improvement in customer service is a key factor in customer retention and is something that the individual companies work hard to improve."
Datacom recognised for implementation of IP Australia's intelligent assistant, Alex
Datacom’s intelligent assistant ‘Alexa’ has scooped an award at the 4th Annual Intelligent Assistant Awards in San Francisco this week.
Salesforce Service Cloud goes next-gen with mobile apps & learning platform
Salesforce is taking the next generation of its Service Cloud to customers this week, adding more customisation and an interactive learning platform.
Pegasystems announces AWS integration in customer service solution
Pega clients can now embed the Amazon Connect experience directly into Pega Customer Service to provide agents with full customer context.