Industry insider news for Australia's technology resellers
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Gartner’s four musts for digital customer service
Digital technologies and growing customer expectations mean service leaders must get the digital experience right, according to Gartner.
13 Feb 19
How RingCentral aims to expand its customer engagement portfolio
RingCentral announced that it has entered into a definitive agreement to acquire Connect First.
15 Jan 19
Turning customer data into a competitive advantage
Retailers have historically struggled with access to customer data—perhaps the most valuable, untapped resource in businesses today.
26 Dec 18
Soul Machines' virtual humans go mainstream
An Auckland AI firm renowned for its work creating ‘digital humans’ is now unleashing its creativity to the wider market.
17 Dec 18
New digital business means “The cloud is no longer enough”
Gartner research shows that as the need for beyond-edge customer engagement rises, infrastructure service providers need to follow suit.
27 Nov 18
How businesses can enhance customer service using new technology
"As the world has become more hyper-personalised, thanks to digitalisation, it is clear that businesses should be honing into the deeper aspects of successful consumer services."
02 Nov 18
VExpress to distribute Premier cloud contact solution
The partnership with Premier Technologies gives VExpress resellers access the Premier Contact Point offering for customer engagement.
10 Oct 18
Verint takes two Frost & Sullivan honours
In Frost & Sullivan’s APAC contact centre app report, Verint led all vendors, ranking top among 40 companies included in the analysis.
09 Oct 18
Three CX myths to avoid, according to Gartner
Gartner’s research has shown that three of the most common pieces of advice on customer experience could actually be holding back your RoI.
02 Oct 18
Using technology to inspire customers
"It starts with understanding what drives your existing customers."
19 Sep 18
Seven strategies for doing business in a post-digital world
You’ve done the digital transformation project. Now what? Many organisations are shifting their mode of operation.
17 Sep 18
Are we in danger of losing the softer side of customer service?
"While virtual technologies and messaging platforms are capable of helping customers with pre-approved or pre-programmed solutions to specific problems, they are still incapable of solving more complex issues."
17 Sep 18
Time to rethink your mobile customer engagement strategy
The reality for most organisations is that they don’t have a complete understanding of the mobile needs and expectations of customers.
03 Jul 18
Verint named in second Gartner Magic Quadrant this year
Verint is the only company recognised in both 2018 Magic Quadrants for the CRM Customer Engagement Centre and Workforce Engagement Management.
06 Jun 18
Four ways social media management software is transforming CX
Gartner’s 2017 Customer Experience in Marketing Survey indicated that 67% of companies feel they compete mostly or completely on the basis of CX.
01 Jun 18
Want to foster meaningful customer relationships? Here's how the cloud can help
Customers have become more complicated and it can be a struggle for sales teams to keep up.
05 Mar 18
5 ways your eCommerce site can drive value this holiday season
5 ways the retail industry can take advantage of an eCommerce revamp this holiday season.
30 Nov 17
Gallery: Macquarie Telecom takes partners sky high
Patrons of Macquarie Telecom were treated to amazing views of Sydney Harbour, wining and dining 50 feet above ground at the rocks.
23 Nov 17
‘Human-like’ chatbots may change the way we shop
Smart bots may change the customer experience in the near future, but major improvements are needed...
13 Nov 17
Survey shows companies with best tech also have best customer experience
A new survey has revealed a clear connection between customer experience and technology adoption - but human capital is still very important.
12 Oct 17
NETSCOUT says channel partners can add value with Wi-Fi
The company says with more businesses providing Wi-Fi to customers and guests, it’s essential to have adequate troubleshooting capabilities.
27 Sep 17
Freshworks launch messaging product for customer engagement
The company says the solution provides a suite of website and in-product engagement capabilities, which help businesses capture more leads.
25 Sep 17
Cognizant to drive digital transformation for Hills
The partnership aims to revitalise Hills e-commerce capabilities and improve core business processes.
21 Sep 17
Pitney Bowes and Tech Mahindra partner up for local DX
Pitney Bowes and Tech Mahindra have teamed up to target ‘untapped opportunities’ in location analytics and customer engagement solutions locally.
15 Sep 17