Technology news for Australia's largest enterprises
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Contact centre market to see 14.6% CAGR over next five years
The rise in omnichannel communication will be a large contributor to this growth, says Fortune Business Insights.
Gartner: CRM makes up 1/4 of global enterprise software spend
Worldwide enterprise application software revenue totalled more than $193.6 billion in 2018, a 12.5% increase from 2017 revenue of $172.1 billion.
ISPs take top honours at Genesys partner awards
NZ's Spark was named the Australia/New Zealand Partner of the Year, while Telstra took the top honour for APAC.
How companies deploy AI to enhance the customer journey
“Pairing automation and machine learning with live agents lead to happier customers, more satisfied employees and financial rewards."
Why 87% of APAC SMBs are moving to the cloud
While there is a definite market appetite for cloud-based solutions, respondents rate a wide range of other emerging technologies as higher priorities in the next one to two years.
Genesys PureCloud generates triple-digit revenue growth year on year
In Australia and New Zealand, the company boosted PureCloud revenue by nearly 100%.
A new AI-powered routing engine creates predictive customer experiences
Genesys Predictive Routing uses historical performance data and matches customer and employee attributes.
Genesys acquires Altocloud to bolster CX capabilities
With this acquisition, Genesys increases its capability to engage and intervene in a customer’s journey at the right moment to drive a desired action.
Genesys appoints Tony Winterbottom to lead its government division
The former Teradata executive will help the customer experience provider grow its presence within the A/NZ public sector.
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.
Gartner labels Genesys the leading vendor for contact centre infrastructure
Genesys has been deemed a Leader in the Gartner 2017 Magic Quadrant for Contact Centre Infrastructure, Worldwide.
New product integration from Genesys to benefit cloud users - and partners
Genesys and its global partners will resell eMite dashboards and analytics for the PureCloud by Genesys solution as a bundled offering.
Christchurch's Ravensdown ramps up CX with new digital approach
“More than three-quarters of our sales are generated by long-term contracts, so it’s crucial to build and maintain these vital customer relationships.
Help needed to convince local businesses of value of IoT for CX
Technology providers will be crucial in helping businesses embrace IoT to improve customer experience, with a new report showing ANZ adoption lagging.
Genesys APAC Partner Conference – Dimension Data on top
Genesys recently recognised its top performing partners at its annual APAC Partner conference - here are this year's award recipients.
IoT adoption in Australia & New Zealand lagging behind rest of APAC
“The success of an organisation hinges on its ability to understand what customers want to deliver differentiated services."
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."
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.
Genesys expands business, swallows up Interactive Intelligence
"With this announcement, Genesys ushers in a new era in customer experience."
Genesys aims for "next level" of growth with new MD & sales VP hire
Genesys has appointed a new managing director & VP of sales for its ANZ operations as the company hopes to take its services "to the next level".
Genesys announces its new Microsoft status
“Genesys has taken care of all integration challenges so that customers can leverage Skype channels as part of an omnichannel customer experience.”
AppFoundry & DevFoundry accelerate customer experience for Genesys
Genesys says that together, AppFoundry and DevFoundry have enabled its customers to connect to a wider ecosystem of customer experience providers
YOU’RE INVITED: G-Summit – the world’s most extensive CX roadshow
Global forums in five continents share best practices on the world’s #1 CX platform to help companies and organisations deliver exceptional CX.
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.