Technology news for Australian CFOs and financial decision-makers
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Verizon adds Genesys Cloud to CX and contact centre portfolio
As contact centres are relying on digital, remote-first operations, Verizon Business announced the addition of Genesys Cloud, as part of the company's global customer experience and contact centre offerings.
Customer data generation spikes during 2020 - Twilio report
In December 2019, Twilio Segment processed close to 500 billion API calls per month. In December 2020, that number reached more than one trillion.
Architecting a robust customer identity and access management solution
The customer experience can make or break any organisation -
Why tech complexity is a customer experience issue
The digital customer experience is everything that customers experience via software. It’s the entire virtual storefront: the ‘face’ of your business. And who’s developing these business-critical experiences? Software developers.
Kiwibank appoints two new GMs to its tech department
“Our digital and technology team are working more closely than ever with teams from around the bank, so that we can better understand the needs, challenges, and opportunities of both our customers and teams.”
Zendesk launches messaging solution with advanced capabilities
The new package brings together Zendesk’s service capabilities including messaging, into a complete offering designed to bring simplicity to the enterprise software space.
Big Data Exchange launches new workspace initiative across data centers
Big Data Exchange (BDx) is set to launch shared Business Continuity Plan (BCP) Workspaces across its data centers.
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.
Z Energy chooses TNS to upgrade retail customer experience
Z Energy has partnered with Transaction Network Services (TNS) to upgrade its customer experience with improved payments security and new digital offerings.
Informatica launches 'world first' customer experience SaaS solution
Informatica has released a Customer 360 SaaS solution, designed to help enterprises rethink and reimagine how they deliver Customer Experience (CX) in a post-pandemic, digital-first, cloud world.
Gartner highlights six ways to improve customer experience with VoC solutions
Using a VoC strategy focused on CX will enable service organisations to gain insights into customer motivations, impressions and experiences, leading to an improved bottom line, Gartner states.
Journey Digital's CX expertise recognised in Best Design Awards
The Awards recognise excellence in digital, graphic, motion, product, and spatial design - and it’s Journey’s second year of winnings for the company.
Agile and innovative teams are key to outstanding customer experiences
To ensure happier customers, fewer bugs and faster page loads are needed. Here are three ways that teams can enable greater customer experiences for their businesses — and it all starts with the dev team.
Managing quality with a work-from-anywhere workforce
When agents transitioned to work-from-anywhere, the traditional approaches to quality management were no longer viable, writes NICE president for APAC Darren Rushworth.
Connecting employee and customer experience a clear path to omnichannel personalisation
Companies that provide connected experiences report dramatic benefits around revenue growth, innovation, cost reduction, customer experience and digital transformation.
Dynatrace & SAP expand digital experience monitoring capabilities
Dynatrace now provides monitoring capabilities such as user monitoring and synthetic monitoring, as well as insights from its AI engine called Davis.
CX firm Qualtrics to launch Singapore data center
Qualtrics aims to open a new data center in Singapore as the company continues its expansion efforts across Southeast Asia.
Talend APAC Data Master Awards - winners revealed
The Data Masters Awards recognise customers that have deployed Talend Data Fabric with vision and leadership.
IFS acquires utilities workforce management company Clevest
This acquisition extends IFS’s capabilities in service management solutions as it focuses on driving service experience.
Genesys to deliver full EPOS product portfolio
“To launch on the Genesys AppFoundry is an important step for us to truly provide call centre professionals with the tools they need to ensure excellent customer service and experience.”
Customer experience key to post-pandemic prosperity, finds report
Boards of directors and senior management now want to turn their businesses towards digital customer communications.
Genesys: is A/NZ ready for customer experience post-pandemic?
The multi-region study shows the pandemic as an extraordinary catalyst for the adoption of cloud, automation, and greater digital engagement.
Twilio finalises US$3.2 billion acquisition of Segment
Segment will become a division of Twilio and will continue to be led by Segment CEO and co-founder Peter Reinhardt, reporting to Lawson.
Over the Wire brings Zintel back to A/NZ
The brand has returned due to the acquisition of J2 Global to provide customers with communications solutions that meet the needs of work-from-home.