Digital Transformation / DX
Artificial Intelligence / AI
Internet of Things
Customer service stories - Page 3
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.
Insurance systems provider EIS partners with Microsoft Bot Framework
The move is the latest in the trend of companies leveraging the power of AI and machine-learning in their knowledge management.
Auckland ISP sets up shop in provincial New Zealand
Unlimited Internet has established a Customer Service Centre in Palmerston North from where it will grow its customer base further throughout NZ.
YOU'RE INVITED: Fresh way to master IT service management
They have one goal: make it easy for brands to talk to customers and easy for users to get in touch with businesses.
Knowledge management critical to deliver customer satisfaction – Frost & Sullivan report
An exceptional customer experience is crucial to establishing a powerful brand reputation.
Artificial intelligence & voice data peers into sales performance
Companies may have little insight into why one individual may outperform another or how to provide effective feedback that will improve performance.
MYOB teams up with Genesys to provide integrated customer service experience
“With Genesys and Global Speech Networks, we are investing more than ever in our customer experience."
INSIGHTS: Tips for transforming your customer experience
“Revolve your world around the customer and more customers will revolve around you” - here is a report that details how you can do just that.
Expert insights: How you can keep up with the new connected customer
The connected customer is the symptom of their time and they are the next profit centre for all customer-facing businesses - here's some advice.