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Human service, AI and analytics top contact centre trends
Unified Communications

Human service, AI and analytics top contact centre trends

As global financial conditions continue to worsen, the number of vulnerable customers is increasing, according to IPI.

By Shannon Williams • 3 min read • Fri, 6th Jan 2023
New Marketing Head at AI platform Ambit
Unified Communications

New Marketing Head at AI platform Ambit

Conversational AI platform, Ambit, appoints Ashley Harder as Head of Marketing to aid company's growth in Australasia and expand into new markets.

By Zach Thompson • 2 min read • Fri, 9th Dec 2022
Exclusive: IPI edges out competition with compliance solutions
Risk & Compliance

Exclusive: IPI edges out competition with compliance solutions

IPI is a people- and purpose-led business, and with 21 years in the industry, it's not hard to see why their solutions and expertise are highly sought after.

By Mitchell Hageman • 4 min read • Wed, 23rd Nov 2022
NICE receives top Gartner scores for Digital Customer Service Centre
Unified Communications

NICE receives top Gartner scores for Digital Customer Service Centre

NICE receives top scores for Digital Customer Service Centre in Gartner's 2022 Critical Capabilities for CCaaS report.

By Catherine Knowles • 3 min read • Wed, 26th Oct 2022
TripleLift appoints Dave Clark as CEO
Digital Entertainment

TripleLift appoints Dave Clark as CEO

Dave Clark named CEO of TripleLift, replacing Eric Berry. Clark brings over 2 decades of experience in ad tech, streaming, software and publishing.

By Zach Thompson • 2 min read • Fri, 7th Oct 2022
Ambit appoints Richard Pratley as General Manager of Sales
Unified Communications

Ambit appoints Richard Pratley as General Manager of Sales

Ambit, the conversational AI platform, has appointed Richard Pratley as GM of Sales to help scale the company's success in Australia and New Zealand.

By Nadine Rogers • 2 min read • Fri, 30th Sep 2022
Video: 10 Minute IT Jams - Introducing Servicely
Digital Transformation

Video: 10 Minute IT Jams - Introducing Servicely

Dion Williams joins us today to discuss how Servicely can help businesses achieve more productive and efficient practices through AI.

By Zach Thompson • 5 min read • Wed, 31st Aug 2022
Freshworks integrates with Google's Business Messages
Customer Relationship Management

Freshworks integrates with Google's Business Messages

Freshworks has launched an integration with Google's Business Messages, allowing businesses to reach and support customers directly on Google apps.

By Catherine Knowles • 3 min read • Tue, 2nd Aug 2022
Customer service agents don't want to return to contact centres
Customer Relationship Management

Customer service agents don't want to return to contact centres

A new report has revealed that 85% of customer service agents want to work full-time at home and not return to contact centre offices.

By Shannon Williams • 3 min read • Wed, 22nd Jun 2022
New late-stage order cancellation to improve customer service
Customer Relationship Management

New late-stage order cancellation to improve customer service

Manhattan Associates launches late-stage cancellation service to prevent unwanted shipments and costly returns in online retail.

By Jessie Chiang • 3 min read • Fri, 17th Jun 2022
Chatbots gaining momentum in customer service space
Customer Relationship Management

Chatbots gaining momentum in customer service space

Chatbots are gaining momentum in the customer service space, but a human touch still unbeatable, according to a new study.

By Shannon Williams • 3 min read • Wed, 15th Jun 2022
Finance is on a new footing to improve internal customer service
Customer Relationship Management

Finance is on a new footing to improve internal customer service

Finance functions and leaders have marked 2022 down as a year for process improvement, writes Servicely's founder and CEO Dion Williams.

By Dion Williams • 4 min read • Mon, 13th Jun 2022
Workplace tech critical for 74% of frontline employees - report
Customer Relationship Management

Workplace tech critical for 74% of frontline employees - report

New research reveals that 74% of frontline employees in Australia believe technology plays a critical role in customer service.

By Jessie Chiang • 3 min read • Mon, 13th Jun 2022
The importance of service level management to customer experience
Customer Relationship Management

The importance of service level management to customer experience

Rising costs and staffing shortages are putting pressure on tech talent, but automation could alleviate the burden for site reliability engineers.

By Peter Marelas • 5 min read • Fri, 27th May 2022
LoopMe appoints Daisuke Shigeishi as head of digital partnerships
Customer service

LoopMe appoints Daisuke Shigeishi as head of digital partnerships

LoopMe expands its team with four senior hires in APAC, including Daisuke Shigeishi as head of digital partnerships and Georgia Watson as senior sales director.

By Zach Thompson • 2 min read • Fri, 20th May 2022
Sepura appoints Rob Merrick as Broadband Products business development manager
Customer service

Sepura appoints Rob Merrick as Broadband Products business development manager

Sepura hires Rob Merrick as Broadband Products business development manager to grow their presence in the evolving LTE market space.

By Zach Thompson • 2 min read • Fri, 20th May 2022
Danfoss appoints Rick Sporrer as Danfoss North America president
Customer service

Danfoss appoints Rick Sporrer as Danfoss North America president

Rick Sporrer appointed as President of Danfoss North America, replacing John Galyen who is retiring after 15 years.

By Zach Thompson • 2 min read • Fri, 13th May 2022

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