Customer Interactions stories
How Australian businesses can transform customer interaction
Enhancing digital interaction, including live chat and advanced voice solutions, can bolster customer loyalty and operational efficiency for Australian businesses.
Call data: Australian businesses’ overlooked tool for superior CX
Often neglected, call data provides Australian businesses with crucial insights for refining their customer experience, with potential benefits like valuable competitive intelligence.
Embracing new tools in CX to revolutionise the digital customer journey
Businesses are advised to combine journey mapping, EQ and AI to enhance their digital customer experience strategies.
Zoom enhances AI Companion capabilities for improved productivity
Zoom enhances the capabilities of its AI Companion to boost productivity, communication and inclusivity across its platform, introducing new features and capabilities.
Businesses plan sweep of loyalty program changes by 2027
Amidst economic woes, 9 in 10 businesses plan to revamp their loyalty schemes by 2027, with 65% expected to replatform.
AI amongst key trends shaping eCommerce and retail in 2024
AI, sustainability, social commerce, and value provision will redefine retail and online sectors in 2024, predicts ecommerce specialist, Paul Waddy.
Zendesk acquires AI firm Klaus to enhance customer experience
Zendesk enhances its customer experience (CX) solutions by acquiring AI firm Klaus, aiming to optimise agent performance and increase customer interaction quality.
Marketing analytics software sector riding high on AI & ML adoption
The global marketing analytics market is bolstered by increased adoption across sectors such as retail and manufacturing for improved AI and ML processes.
Vodafone invests $20 million in technology-focused retail revamp
Vodafone unveils $20 million tech-led retail revamp for enhanced customer experience and increased demand.
Tollring to launch AI-powered cloud call recording solution, Record AI
Tollring unveils cloud-based AI call recording service, Record AI, targeting all organisation users from January 2024.
Eagle Eye Group appoints first Chief Artificial Intelligence Officer
Eagle Eye Group hires Jean-Matthieu Schertzer as its first Chief AI Officer, aiming to bolster AI-driven personalised retail promotions.
Amazon Connect adds Generative AI features to enhance CX
Amazon Connect has introduced generative AI capabilities aiming to boost worker productivity, cut costs, and improve customer service.
The significance of the client portal for creating a dynamic legal firm
Legal firms are increasingly turning towards client portals as a powerful tool to streamline their operations and enhance client interactions.
Lack of central data storage hinders customer support, reveals Sprinklr report
A Sprinklr report reveals that 46% of CX leaders lack the central data storage vital for a competitive customer service.
Messaging tech pioneer Known rebrands as Kudosity in strategic shift
Known Pty Limited, a pioneer in messaging technology, has rebranded to Kudosity to streamline its business structure and enhance market offerings.
Sendbird Integrates Meta's Open-Source Llama 2 to Revolutionize AI-Powered Customer Chats
Sendbird integrates open-source Llama 2 to revolutionise AI-powered conversations, prioritising privacy and security.
Kiwi Agri business chooses SugarCRM for sales automation transformation
Catalyst Performance Agronomy leverages SugarCRM's advanced sales automation software, Sugar Sell Premier, for boosted business operations.
Odigo launches AI-powered connector for effective UCaaS and CCaaS integration
Odigo launches new connector to bridge the gap between UCaaS and CCaaS solutions, promising seamless integration powered by AI and analytics.
NICE acquires LiveVox, bolstering customer experience with AI integration
NICE is set to acquire LiveVox, enhancing its CX services with integrated AI and proactive outreach capabilities.
Blackpearl Group launches innovative data service amid success
Four months after its listing on the NZX in December, Blackpearl Group (NZX: BPG) has had a solid start as a listed company - one of the few for 2022.
NICE announces the spring 2023 release of AI-powered CXone
NICE delivers AI-powered CX to accelerate smart self-service adoption while improving employee engagement and efficiency with the new release of CXone.
Calabrio announces incoming CEO, predecessor leaving
Calabrio has appointed Kevin Jones as CEO, succeeding Tom Goodmanson, who is leaving after successfully leading the company for the last 15 years.
4G: ‘Fast’ is nothing, says Amdocs
With the advent of 4G mobile networks, the promise of a faster pipe for the internet is likely to become reality within months for Kiwi punters.
Demystifying Web Engagement Management
Scott Liewehr, Sr. WCM Consultant, The Gilbane Group; will present Sitecore's next webinar: Demystifying Web Engagement Management.