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Technology news for New Zealand's largest enterprises

Customer service news stories - Page 2

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Customer experience
Research finds more than half of APAC consumers think customer service is an afterthought
Zendesk's annual research has uncovered a gap between consumer expectations and company actions regarding customer service. 
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Artificial Intelligence
Verloop.io and Vonage partner to deliver conversational AI
AI company Verloop.io has announced a partnership with Vonage to enable Verloop.io customers to deploy their conversational AI applications into new channels by leveraging Vonage's communications APIs. 
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Digital Transformation
BHG shifts to new business model in 2022
BHG has announced transformation plans as it moves into the next phase of its three-year digitalisation journey.
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Microsoft
Soul Machines and Microsoft partner to enhance AI solutions
AI humanisation company Soul Machines has signed a five-year agreement with Microsoft, utilising Azure technology and further creating growth opportunities in the service AI field.
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Dell Technologies
Dell Technologies appoints Leanne Buer as New Zealand country manager
Dell Technologies has appointed Leanne Buer as its new country manager for New Zealand, effective Monday 29 November.
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Data analytics
Genesys and Google Cloud extend partnership, build future of digital customer service
"Partnering with Genesys will help build the future of digital customer service, as businesses and service teams bring together artificial intelligence, machine learning and data analytics to deliver the best possible outcomes."
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Zebra Technologies
Only 4 in 10 shoppers completely trust retailers to fulfill orders as promised
A new survey confirms a large trust gap between shoppers and retailers.
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UAV
Robotic Skies and Carbonix partner to advance UAV tech on global scale
"We aim to make it easy for manufacturers of high-performance commercial UAVs like Carbonix to seamlessly incorporate Robotic Skies into existing workflows and efficiently build up their customer support infrastructure on a global scale."
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Customer service
77% of consumers will share data if their service is more personalised - Freshworks report
Despite calls for better data privacy amongst businesses and their customers, it doesn’t mean that the data sharing game is over.
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Customer service
Laser focus on customer-oriented tech top priority for customer service industry - report
"These technologies support new operational needs of managing a remote workforce and new demands and expectations from customers."
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Employee Experience
People are a demanding bunch: how to service the customer that wants everything
The everything customer might sound like an abstract concept, but if we brush away the buzzword veneer, it becomes apparent that we’re all everything customers.
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Cloud
CSPs missing huge, untapped opportunity
"Communication service providers (CSPs) must take advantage of the fact that consumers are willing to share their data to get an advanced personalised experience tailored to their expectations."
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Chatbots
Appier acquires AI-powered chatbot platform BotBonnie
"Retailers and eCommerce brands have contributed to the maturity of conversational commerce, and AI chatbots can lead to more natural interactions for customers to engage with commerce on messengers."
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Customer service
Auth0 survey reveals Australian businesses fail to meet login expectations
"Clearly there’s a gap between consumer and business expectations. Consumers want to use digital services, but if the login process is clunky or frustrating, they will take their businesses elsewhere."
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Customer service
Customer service vital to long term success for Australian telcos
Customer loyalty is at stake as telcos fail to deliver adequate service, prompting organisations to adapt or fail to gain a competitive advantage.
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Customer experience
Poor service quality costing companies significant revenue
Businesses risk losing customers due to inconsistencies in the efficiency and quality of service across channels.
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Artificial Intelligence
Artificial intelligence top priority for organisations, but challenges remain
"There is no doubt that there is light at the end of the challenge-filled tunnel, and significant potential to generate even more meaningful and incredible outcomes than we have seen so far."
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Contact Centre
NICE releases an AI-powered self-service platform
Cloud software provider NICE has released self-service platform CXone Expert, following its acquisition of MindTouch, a San Diego-based cloud knowledge management software platform.
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Amazon Web Services / AWS
Vodafone New Zealand first Kiwi business to receive specialised AWS accreditation
Vodafone New Zealand has been accepted into the Amazon Connect Service Delivery Program, making it the first business in Aotearoa to be awarded this status.
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Artificial Intelligence
'Conversational service automation' firm Uniphore raises $140m
"We are excited to back Uniphore and believe 2021 will be a breakout year of innovations and tremendous progress in transforming CX for the enterprise."
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Customer service
Building a business case for observability
Despite the clear need for investment in such technology, CEOs and CFOs looking to improve their bottom line may seek to cut their overall technology spend. Why?
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Customer experience
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.
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Awards
Citrix recognised in TSIA assisted support certifications
“The success of any business is measured by the success of its customers and the results it can help them to achieve.”
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Artificial Intelligence
Pega acquires speech analytics firm Qurious.io
Qurious.io uses artificial intelligence to help customer service employees deal with customers.