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Optus partners with Google Cloud to improve customer support capabilities
Customer Relationship Management

Optus partners with Google Cloud to improve customer support capabilities

The move allows Optus to provide its customers with more personalised experiences and bolster its customised solution offerings, according to the company.

By Staff Writer • 3 min read • Sat, 23rd Jan 2021
Citrix recognised in TSIA assisted support certifications
Virtualisation

Citrix recognised in TSIA assisted support certifications

TSIA names Citrix a recipient of Global Rated Outstanding Assisted Support certifications for its customer support excellence.

By Staff Writer • 3 min read • Tue, 19th Jan 2021
Pega acquires speech analytics firm Qurious.io
Customer Relationship Management

Pega acquires speech analytics firm Qurious.io

Pega is acquiring Qurious.io, a cloud-based speech analytics company, to enhance its software portfolio and improve customer service.

By Sara Barker • 2 min read • Wed, 13th Jan 2021
EncompaaS brings on new chief customer officer as part of growth strategy
Customer Relationship Management

EncompaaS brings on new chief customer officer as part of growth strategy

EncompaaS, the cloud-based compliance platform, has appointed David Gould as chief customer officer, with an intention to boost the company's global presence.

By Catherine Knowles • 3 min read • Wed, 23rd Dec 2020
Adyen collaborates with Microsoft to accelerate payments innovation
Customer Relationship Management

Adyen collaborates with Microsoft to accelerate payments innovation

Adyen has expanded its collaboration with Microsoft with the intention of delivering network token optimisation.

By Catherine Knowles • 3 min read • Fri, 18th Dec 2020
Zendesk, WhatsApp enter partnership to expand customer service offerings
Customer Relationship Management

Zendesk, WhatsApp enter partnership to expand customer service offerings

Zendesk partners with WhatsApp to enhance CRM solutions, enabling businesses to provide real-time support through WhatsApp, Messenger, and Instagram.

By Shannon Williams • 4 min read • Thu, 12th Nov 2020
On October 28, go from CX starter to champion with Zendesk
Customer Relationship Management

On October 28, go from CX starter to champion with Zendesk

Discover the secrets to exceptional customer service with leading software company Zendesk in an exclusive online event on 28 October.

By Sara Barker • 2 min read • Tue, 13th Oct 2020
Blue Prism launches Service Assist to empower contact centres
Customer Relationship Management

Blue Prism launches Service Assist to empower contact centres

Blue Prism introduces Service Assist, a new tool set to enhance call centre efficiency and customer satisfaction through automation and real-time insights.

By Catherine Knowles • 3 min read • Fri, 9th Oct 2020
The innumerable benefits of AI for businesses
Customer Relationship Management

The innumerable benefits of AI for businesses

Artificial intelligence is revolutionizing industries, from finance to customer service. Discover the benefits it can bring to your business.

By Staff Writer • 3 min read • Fri, 11th Sep 2020
Avaya brings Device as a Service offering to more businesses around the world
Customer Relationship Management

Avaya brings Device as a Service offering to more businesses around the world

Avaya expands its Device as a Service offering to nine new markets, following 200% growth in subscription-based services.

By Catherine Knowles • 2 min read • Mon, 13th Jul 2020
CareAR integrates AR support solution with ServiceNow
Customer Relationship Management

CareAR integrates AR support solution with ServiceNow

CareAR is an augmented reality visual support platform that helps enterprises add AR capabilities to their service experience.

By Staff Writer • 2 min read • Tue, 30th Jun 2020
deVere responds to growing demand for fintech solutions with new app
Customer Relationship Management

deVere responds to growing demand for fintech solutions with new app

deVere Group launches Ident Me app for secure identity verification and notary services, adding to its fintech portfolio.

By Catherine Knowles • 3 min read • Tue, 23rd Jun 2020
AI is powering a shift in digital customer engagement
Customer Relationship Management

AI is powering a shift in digital customer engagement

AI-driven digital employees are revolutionising customer engagement as companies adapt to post-pandemic demands, cutting costs and boosting satisfaction.

By Caroline Francis • 4 min read • Wed, 6th May 2020
How companies can use emerging CX technologies to improve customer retention
Customer Relationship Management

How companies can use emerging CX technologies to improve customer retention

Aussie firms adopt new CX tech amidst economic strain, seeking to prevent customer loss and enhance engagement.

By Colin Smith • 4 min read • Mon, 20th Apr 2020
Google Cloud launches COVID-19 rapid response programme
Customer Relationship Management

Google Cloud launches COVID-19 rapid response programme

Google Cloud has launched a Rapid Response Virtual Agent tool to help organisations manage a surge in customer queries amid COVID-19.

By Staff Writer • 3 min read • Thu, 9th Apr 2020
Vodafone urges customers to go digital, expects call times to increase
Customer Relationship Management

Vodafone urges customers to go digital, expects call times to increase

Vodafone NZ advises customers to use digital customer service methods to reduce reliance on call centres during COVID-19 pandemic.

By Shannon Williams • 3 min read • Tue, 24th Mar 2020
Soul Machines raises $40m, steps closer to global aspirations
Customer Relationship Management

Soul Machines raises $40m, steps closer to global aspirations

Soul Machines raises $40m to advance human-machine collaboration. Investment led by Temasek and includes Salesforce Ventures.

By Catherine Knowles • 3 min read • Wed, 15th Jan 2020
Security, analytics and customer service top priorities for CFOs
Customer Relationship Management

Security, analytics and customer service top priorities for CFOs

A new Protiviti survey reveals CFOs are prioritising security, analytics, and customer service, reflecting a shift towards a strategic focus in finance.

By Shannon Williams • 4 min read • Thu, 26th Dec 2019