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Health insurer nib trials AI customer service agent Frankie
Customer Relationship Management

Health insurer nib trials AI customer service agent Frankie

Frankie will be able to provide instant responses to a variety of common enquiries to nib's new product range including benefits available.

By Kai Ping Lew • 2 min read • Mon, 11th Sep 2017
Boost efficiency and customer service with the Zebra TC56
Customer Relationship Management

Boost efficiency and customer service with the Zebra TC56

Today's workers want a device that is every bit as contemporary and easy to use as the smartphone they use every day.

By Julia Gabel • 2 min read • Mon, 7th Aug 2017
Salesforce Service Cloud goes next-gen with mobile apps & learning platform
Customer Relationship Management

Salesforce Service Cloud goes next-gen with mobile apps & learning platform

Salesforce is taking the next generation of its Service Cloud to customers this week, adding more customisation and an interactive learning platform.

By Sara Barker • 3 min read • Mon, 31st Jul 2017
Going rogue: The challenges of AI in customer service
Customer Relationship Management

Going rogue: The challenges of AI in customer service

AI technologies are becoming increasingly sophisticated, and can add immense value to organisations — but they are by no means foolproof.

By Alok Kulkarni • 5 min read • Tue, 27th Jun 2017
Pegasystems announces AWS integration in customer service solution
Customer Relationship Management

Pegasystems announces AWS integration in customer service solution

Pega clients can now embed the Amazon Connect experience directly into Pega Customer Service to provide agents with full customer context.

By Kai Ping Lew • 2 min read • Thu, 8th Jun 2017
Insurance systems provider EIS partners with Microsoft Bot Framework
Customer Relationship Management

Insurance systems provider EIS partners with Microsoft Bot Framework

The move is the latest in the trend of companies leveraging the power of AI and machine-learning in their knowledge management.

By Kai Ping Lew • 2 min read • Fri, 12th May 2017
Auckland ISP sets up shop in provincial New Zealand
Customer Relationship Management

Auckland ISP sets up shop in provincial New Zealand

Unlimited Internet has established a Customer Service Centre in Palmerston North from where it will grow its customer base further throughout NZ.

By Staff Writer • 4 min read • Tue, 9th May 2017
YOU'RE INVITED: Fresh way to master IT service management
Customer Relationship Management

YOU'RE INVITED: Fresh way to master IT service management

They have one goal: make it easy for brands to talk to customers and easy for users to get in touch with businesses.

By Julia Gabel • 2 min read • Mon, 8th May 2017
Knowledge management critical to deliver customer satisfaction – Frost & Sullivan report
Customer Relationship Management

Knowledge management critical to deliver customer satisfaction – Frost & Sullivan report

Frost and Sullivan report underscores knowledge management as key in achieving heightened customer satisfaction in the digital age.

By Kai Ping Lew • 2 min read • Thu, 27th Apr 2017
Artificial intelligence & voice data peers into sales performance
Customer Relationship Management

Artificial intelligence & voice data peers into sales performance

Companies may have little insight into why one individual may outperform another or how to provide effective feedback that will improve performance.

By Julia Gabel • 2 min read • Tue, 18th Apr 2017
MYOB teams up with Genesys to provide integrated customer service experience
Customer Relationship Management

MYOB teams up with Genesys to provide integrated customer service experience

MYOB partners with Genesys to revamp contact centre capabilities and provide a personalised customer service experience.

By Sam Worthington • 2 min read • Wed, 15th Feb 2017
INSIGHTS: Tips for transforming your customer experience
Customer Relationship Management

INSIGHTS: Tips for transforming your customer experience

Get insights on how to empower your team to deliver exceptional customer experiences in Fuji Xerox's Customer Experience report.

By Ashton Young • 2 min read • Mon, 13th Feb 2017
Surprise surprise: NZ telcos need to up customer service game
Customer Relationship Management

Surprise surprise: NZ telcos need to up customer service game

The latest Consumer NZ survey on NZ telcos has revealed Kiwis aren't to happy when it comes to customer service.

By Shannon Williams • 2 min read • Thu, 2nd Feb 2017
Expert insights: How you can keep up with the new connected customer
Customer Relationship Management

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.

By Ashton Young • 3 min read • Thu, 29th Dec 2016
Salesforce's new LiveMessage and Service Bots to deliver ultimate customer service
Customer Relationship Management

Salesforce's new LiveMessage and Service Bots to deliver ultimate customer service

Salesforce is ramping up its conversational tools across social media and messaging apps, with the launch of LiveMessage for Service Cloud.

By Sara Barker • 3 min read • Wed, 14th Dec 2016
ANZ businesses missing the human touch in digital society, report finds
Customer Relationship Management

ANZ businesses missing the human touch in digital society, report finds

Report warns ANZ firms: customers favor real contact over digital, risking loyalty and satisfaction in an online rush.

By Shannon Williams • 3 min read • Mon, 14th Nov 2016

Stories from Other Regions

Photo gallery: Panasonic's top Australian channel partners crowned
EduTech

Photo gallery: Panasonic's top Australian channel partners crowned

Total Communications has taken out Panasonic and CommsPlus Distribution's top partner awards, with Nexgen and Commander Centre among the winners.

By Heather Wright • 2 min read • Wed, 17th May 2017
Updated: What went down with Spark's weekend outage
Unified Communications

Updated: What went down with Spark's weekend outage

Spark mobile and broadband services were down on Sunday, with widespread outages impacting some customers across the country.

By Shannon Williams • 2 min read • Tue, 31st Jan 2017