Technology news for Australia's largest enterprises
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Poor customer service costing Aussie businesses $11 billion a year
"This research highlights the considerable impact that customers have on a business’s success. Customer experience is the key differentiator."
A happy customer: Conbrio solving problems with top-notch customer service
"Our first impressions of Conbrio were very positive, as we started to engage more and more with the team, it became more of a partnership."
Local Melbourne business boosts customer service with online portal
Australian businesses are realising the power of personalised customer service via online portals that can be accessed on any device.
Gartner recognises Zendesk for innovative CRM solutions
"We believe [this recognition] demonstrates our growing appeal in the enterprise as we help large companies build better customer relationships.”
Kiwi developer takes Artificial Intelligence to new heights
Touchpoint Group’s Ipiphany AI program pioneers simultaneous text, speech and machine learning to help customers better understand customer behaviour.
Fusion5: New Zealand’s new leading CRM partner?
“Our Dynamics CRM practice is set to consolidate our position as a leading CRM partner in New Zealand.”
Aussie companies failing when it comes to email marketing
“Despite embracing email marketing, most Australian companies aren’t making the most of opportunities to genuinely connect with customers.”
REFFIND launchs new unified HR platform
“Employee experience is intrinsically linked to CX, and good CX is essential for companies to maintain a sustainable competitive advantage."
Unified Brand to bring digital signage content to a larger market
“As we expand our presence within the Rise Vision store, we look forward to the opportunity to assist a whole new customer base."
Have you heard? Customer experience is where it's at
“Creating an exceptional customer experience isn’t easy but it does deliver real benefits through improved customer loyalty and increased revenues."
Zendesk rolls out Basic Voice, a phone support service for any business
“With the launch of Basic Voice, we are continuing to democratise phone support, making it possible for more companies to connect with customers."
Superior customer service aim of the game with new Verizon solution
“Verizon is focused on enabling enterprises to transform customer experience, especially as more business is conducted online."
Skinny and 2Degrees NZ's top mobile service providers
"Skinny scored five stars across the board this year in the prepaid category, just as it did in 2015, and 2Degrees repeated its fine performance."
ACC gears up to launch business transformation programme
The transformation programme follows feedback from 5,500 NZers and ACC staff who wanted to see ACC be more responsive and transparent.
Genesys omnichannel solution delivers big ROI, study shows
Genesys has released new research that indicates its omnichannel engagement solution delivers big financial returns to customers.
Turns out it doesn't take much for your customers to go elsewhere
“The way customers engage with brands has dramatically shifted, yet many enterprises’ approach to customer service and sales is stuck in yesterday."
Sonus scrambles to recover from rocky start to 2015
Sonus Networks bounced back in the second half of 2015 after a rocky start to the year, but still earned less revenue overall when compared to 2014.
Era of digitisation helps companies boost customer experience
With digitisation on the rise, customers are now savvier and more demanding about how they interact with brands.
Spark commits to better customer service, launches online outage map
As part of the campaign is Spark's new Outage Map, which gives a real-time view of any problems on Spark’s mobile broadband or landline networks.
Predictive analytics: Underrated and underutilised
“Predictive analytics uses modelling, machine learning, and data mining of historical data to make predictions about the future."
Social customer care: Are you doing it right?
Aspect Software’s Kristen Pimpini offers up some tip on harnessing social media for your business' customer care.
ITSM upgrades a necessity in the digital age
As the world moves into a digital age, the old methods of IT service management (ITSM) are out of date and ineffective, according to UXC Consulting.
Zendesk launches predictive analytics feature for enterprise
“By introducing machine learning technology, we’re using data-driven insights to help organisations build better relationships with customers."
Microsoft's answer to the changing nature of customer relationships
As the most comprehensive upgrade Dynamics CRM has seen, 2016 will include updates to enable greater intelligence, mobility, service and productivity.