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Danfoss appoints Rick Sporrer as Regional president
Customer service

Danfoss appoints Rick Sporrer as Regional president

Danfoss North America's president, John Galyen, has retired and will be replaced by America sales VP, Rick Sporrer from 1 July.

By Zach Thompson • 2 min read • Fri, 13th May 2022
Zendesk launches customer service and employee experience offering
Customer Relationship Management

Zendesk launches customer service and employee experience offering

Zendesk unveils new solutions that focus on conversations in customer relationship management, as well as a new employee experience offering.

By Catherine Knowles • 3 min read • Fri, 13th May 2022
Quantifi Photonics appoints Brent Robinson as Independent director
Initial Public Offering

Quantifi Photonics appoints Brent Robinson as Independent director

New Zealand's Quantifi Photonics appoints Brent Robinson, a former Rakon CEO with experience in product development and market leadership, as director.

By Zach Thompson • 2 min read • Fri, 6th May 2022
8x8 and Genesys partner with product integration for CX
Customer Relationship Management

8x8 and Genesys partner with product integration for CX

Unified cloud communications platform Campell and Genesys have announced a product integration of 8x8 Work with Genesys Cloud CX.

By Ryan Morris-Reade • 4 min read • Thu, 14th Apr 2022
Esker named Challenger in 2022 Gartner Magic Quadrant
Customer Relationship Management

Esker named Challenger in 2022 Gartner Magic Quadrant

Esker has been named a Challenger in the 2022 Gartner Magic Quadrant for Integrated Invoice-to-Cash Applications.

By Zach Thompson • 3 min read • Wed, 13th Apr 2022
8x8 and Genesys collaborate on customer service solution
Customer Relationship Management

8x8 and Genesys collaborate on customer service solution

With the new integration, organisations can align agents and the appropriate subject matter experts to collaborate for better customer outcomes.

By Catherine Knowles • 3 min read • Wed, 13th Apr 2022
Aussies vote on the toughest jobs in online shopping
Customer Relationship Management

Aussies vote on the toughest jobs in online shopping

Shoppers have revealed how much, or how little, they know about what goes into the online shopping process in a new survey by CouriersPlease.

By Ryan Morris-Reade • 3 min read • Fri, 8th Apr 2022
8x8 release blends contact centre and unified comms solutions
Customer Relationship Management

8x8 release blends contact centre and unified comms solutions

8x8 Agent Workspace, a new contact centre experience, aims to improve efficiency and effectiveness for customer interactions.

By Catherine Knowles • 3 min read • Fri, 18th Mar 2022
Zebra Technologies launches Reflexis solutions in ANZ
Software-as-a-Service

Zebra Technologies launches Reflexis solutions in ANZ

According to the company, this launch is a key milestone in Zebra's vision to have every asset and worker on the edge visible, connected and fully optimised.

By Catherine Knowles • 3 min read • Mon, 14th Mar 2022
How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
Customer Relationship Management

How leveraging AI-driven analytics can increase customer satisfaction in the contact centre

Leveraging AI-driven solutions can help contact centres improve customer satisfaction through sentiment analysis and identifying key behaviours.

By Rod Lester • 4 min read • Wed, 9th Mar 2022
Midsized B2B manufacturers becoming customer-focused
Customer Relationship Management

Midsized B2B manufacturers becoming customer-focused

SAP: B2B manufacturers in the mid-market are becoming more customer-centric to stand out in a highly competitive global market.

By Ryan Morris-Reade • 3 min read • Wed, 9th Mar 2022
70% of Australian companies report increased turnover
Customer Relationship Management

70% of Australian companies report increased turnover

A new study has found that 70% of Australian sales and marketing leaders report increased customer turnover, up from 52% in a survey conducted last year.

By Zach Thompson • 4 min read • Thu, 3rd Mar 2022
VIS Global and Uniphore form strategic partnership
Customer Relationship Management

VIS Global and Uniphore form strategic partnership

VIS Global announced today that it has entered into a multi-country strategic partnership with Conversational Automation company Uniphore.

By Zach Thompson • 3 min read • Tue, 1st Mar 2022
Orders with multiple shipments causing customer dissatisfaction
Customer Relationship Management

Orders with multiple shipments causing customer dissatisfaction

76% of Australian shoppers indicate that they have experienced unusual delays in receiving goods they ordered online in the last three months.

By Raghav Sibal • 3 min read • Mon, 21st Feb 2022
Broken brand promises cost businesses customers in ANZ
EduTech

Broken brand promises cost businesses customers in ANZ

New research by Qualtrics shows making sure the customer experience matches consumer expectations will be vital to retaining customers in 2022.

By Ryan Morris-Reade • 3 min read • Wed, 16th Feb 2022
Access4 announces strategic global partnership with UJET
Customer Relationship Management

Access4 announces strategic global partnership with UJET

Access4 will now offer UJET's cloud contact centre solutions to assist in unifying and enhancing the customer experience.

By Ryan Morris-Reade • 3 min read • Tue, 15th Feb 2022
Organisations fail to deliver on growing customer demands
EduTech

Organisations fail to deliver on growing customer demands

Over half of customer service agents struggle with accurately recording customer requests, leading to frustration, according to a study by Pegasystems.

By Catherine Knowles • 3 min read • Thu, 10th Feb 2022
Forrester uncovers top upcoming payments innovations
Customer Relationship Management

Forrester uncovers top upcoming payments innovations

Payments innovation will shift from consumers to businesses in the next decade as tech firms create autonomous payments in connected devices, says Forrester.

By Catherine Knowles • 3 min read • Wed, 9th Feb 2022