Technology news for New Zealand's largest enterprises
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Failing to act on feedback holding back Aussie companies
More than half of Australians said organisations acknowledged feedback but failed to act on it, having an adverse effect on loyalty, Qualtrics says.
Avaya expands integration with Google Cloud AI
This includes embedding Google’s machine learning within conversation services for the contact centre, enabling integration of AI capabilities.
21 Mar 2019
Forrester: Pegasystems a Leader in real-time interaction management
Forrester analysed the 12 most significant RTIM providers against 33 key criteria and gave Pega top scores in current offering and strategy categories.
07 Mar 2019
Check Point launches engagement-based partner programme
The new Check PointS partner programme directly rewards solution providers for activities that deepen customer relationships such as C-suite meetings.
21 Feb 2019
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 2019
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 2019
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 2018
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 2018
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 2018
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 2018
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 2018
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 2018
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 2018
Using technology to inspire customers
"It starts with understanding what drives your existing customers."
19 Sep 2018
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 2018
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 2018
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 2018
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 2018
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 2018
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 2018
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 2017
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 2017
‘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 2017
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 2017