Customer service stories
VECTEC appoints David Manassa to lead client development
Today
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virtualisation
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digital transformation
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netapp
David Manassa has been appointed Client Development Director at VECTEC, marking a strategic move to enhance client experience amid the firm's rapid growth.
Samsung introduces premium care service for NZ appliances
Last week
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samsung
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customer service
Samsung has launched a Premium Care Service in New Zealand for select laundry and fridge products, featuring a 0% interest plan for 60 months.
Amazon unveils next-gen Alexa+, powered by generative AI
Last week
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biometrics
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smart home
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genai
In addition to responding intuitively to voice commands, Alexa+ can actively manage and orchestrate other connected services and devices.
ManageEngine ServiceDesk Plus earns ITIL certification
Last week
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ai
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manageengine
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servicedesk plus
ManageEngine ServiceDesk Plus has secured ITIL certification for 14 IT service management practices, achieving Silver-tier status in PeopleCert's ATV programme.
Zendesk to acquire Local Measure, boosting AI voice services
Last week
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uc
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hyperscale
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cx
Zendesk has unveiled plans to acquire Local Measure, an Australian provider of voice solutions, enhancing its AI-powered services by 2025.
How empathy and transparency save brands in a crisis
Last month
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customer service
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transparency
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public relations
In times of crisis, brands can salvage their reputations by prioritising empathy and transparency, transforming potential outages into trust-building moments.
Bluechip Infotech New Zealand celebrates 30th anniversary
Last month
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cx
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martech
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partner programmes
Bluechip Infotech New Zealand celebrates 30 years in IT distribution, evolving from a small operation into a major industry player under Chris Fitzgerald's leadership.
Marcura enhances services with AI integration for maritime
Last month
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data analytics
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risk & compliance
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customer service
Marcura has unveiled a comprehensive upgrade to its services, integrating AI-powered automation to enhance efficiency in the maritime sector.
Teleperformance launches Cloud Campus for remote security
Last month
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data protection
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data privacy
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cybersecurity
With cyber attacks hitting Australian firms every six minutes, Teleperformance unveils Cloud Campus to bolster data security for remote workforces.
Survey shows outdated tech frustrates UK & US consumers
Last month
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digital transformation
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cx
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martech
A YouGov survey reveals growing dissatisfaction with customer service in the US and UK, as 69% of consumers blame outdated technology for their frustrations.
Long wait times & vague answers frustrate UK customers
Last month
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cx
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martech
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ai
Research by Cirrus reveals long wait times and vague responses in UK customer service provoke discontent, with older customers demanding faster resolutions.
Networks down but trust up: How to communicate when outages hit
Last month
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cx
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martech
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customer service
When network outages occur, effective communication becomes crucial; organisations must act swiftly to reassure customers and preserve trust.
CDC secures AUD $17 billion valuation in ownership deal
Last month
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edutech
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hyperscale
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ai
A landmark ownership deal has secured CDC's AUD $17 billion valuation, ensuring its sovereign status while enabling significant growth in data centre operations.
Anthropic launches Claude 3.5 Sonnet on AWS Bedrock
Last month
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genai
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ai
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customer service
Anthropic has launched its Claude 3.5 Sonnet model on Amazon Bedrock in Sydney, assisting Australian organisations in advancing their AI capabilities.
Pegasystems unveils new AI-enhancing Pega Agent Experience
Last month
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digital transformation
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rpa
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ai
Pegasystems has launched the Pega Agent Experience, a suite of API capabilities aimed at enhancing AI agents' efficiency in automation and orchestration.
UK faces critical AI skills gap as firms struggle to adapt
Last month
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digital transformation
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genai
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ai
A recent study by Gigged.AI reveals a critical AI skills gap in the UK, warning that government policies hinder recruitment essential for future growth.
Oracle NetSuite unveils AI tools for Australia, NZ firms
Last month
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hcm
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genai
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data privacy
Oracle NetSuite has unveiled new generative AI features aimed at boosting operational efficiency for businesses across Australia and New Zealand.
AI revolutionises customer service in Australia by 2025
Last month
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cx
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martech
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personalisation
Zendesk's report reveals that 57% of Australian consumers prefer AI interactions with human traits, signalling a major shift in customer service expectations driven by technology.
Exclusive: Babeltext aims to break language barriers in global messaging
Last month
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martech
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commerce systems
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wechat
Babeltext launches an AI-driven messaging platform aimed at breaking language barriers, enabling real-time communication in 195 languages for global users.
WatchGuard joins AWS ISV Accelerate Program for growth
Last month
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firewalls
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endpoint protection
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hyperscale
WatchGuard Technologies has joined the Amazon Web Services ISV Accelerate Program to enhance its global cybersecurity offerings via the AWS Marketplace.