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How speech analytics can improve outcomes in the contact centre
Customer Relationship Management

How speech analytics can improve outcomes in the contact centre

Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.

By Ross Telfer • 3 min read • Mon, 5th Mar 2018
Assessing why the ANZ cloud market is still 'cloudy'
Customer Relationship Management

Assessing why the ANZ cloud market is still 'cloudy'

Despite the optimism demonstrated by many CIOs, the actual process of cloud adoption among large organisations is slow.

By Daniel Ussher • 5 min read • Wed, 28th Feb 2018
Daimler hires Soul Machines' digital human for customer service
Customer Relationship Management

Daimler hires Soul Machines' digital human for customer service

Sarah combines artificial and emotional intelligence for a new experience which redefines the link between man and machine.

By Kai Ping Lew • 3 min read • Wed, 28th Feb 2018
Extend your SAP system to better service your customers
Customer Relationship Management

Extend your SAP system to better service your customers

Bluleader helps organisations drive better ROI on existing SAP ERP investments by extending the data model on a seamless, single platform experience.

By Kai Ping Lew • 1 min read • Tue, 20th Feb 2018
To get ahead with AI, get started with augmented intelligence
Customer Relationship Management

To get ahead with AI, get started with augmented intelligence

AI is an extension of a human, not a substitute for it. Once we realise this fact, we can appreciate AI for what it truly is.

By Andrew Cannington • 3 min read • Fri, 2nd Feb 2018
Kiwi Startup Spotlight: Why this will be the year chatbots take on customer service
Software-as-a-Service

Kiwi Startup Spotlight: Why this will be the year chatbots take on customer service

Within the world of AI, bots are the most understandable application for executives from a deployment and business impact standpoint.

By Kai Ping Lew • 4 min read • Fri, 2nd Feb 2018
Five ways Aussie retail can survive the arrival of Amazon
Customer Relationship Management

Five ways Aussie retail can survive the arrival of Amazon

Australian retailers can survive Amazon, says business author Ed Ludbrook. Retail is about problem solving and customer loyalty.

By Julia Gabel • 3 min read • Thu, 18th Jan 2018
Kiwi brands need to step up their game when it comes to digital experience
Customer Relationship Management

Kiwi brands need to step up their game when it comes to digital experience

The report singled out online retailer Mighty Ape as having the best digital experience among all brands with a score of 35.

By Julia Gabel • 3 min read • Wed, 29th Nov 2017
Hitachi develops robot that can spontaneously 'learn' from mistakes
Customer Relationship Management

Hitachi develops robot that can spontaneously 'learn' from mistakes

​Hitachi has announced the development of active-learning dialogue-data based AI technology to its human symbiotic service robot.

By Ashton Young • 3 min read • Wed, 4th Oct 2017
NZ telco industry focussed on improving customer service
Customer Relationship Management

NZ telco industry focussed on improving customer service

The New Zealand telecommunications sector is actively addressing customer service gaps through a series of initiatives led by the Telecommunications Forum.

By Julia Gabel • 2 min read • Mon, 25th Sep 2017
Datacom recognised for implementation of IP Australia's intelligent assistant, Alex
Customer Relationship Management

Datacom recognised for implementation of IP Australia's intelligent assistant, Alex

Datacom's intelligent assistant 'Alexa' has scooped an award at the 4th Annual Intelligent Assistant Awards in San Francisco this week.

By Sara Barker • 3 min read • Fri, 22nd Sep 2017
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

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