CFOtech Asia - Technology news for CFOs & financial decision-makers

Customer service stories

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Exclusive: IPI edges out competition with compliance solutions
Last month
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cloud
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compliance
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communications
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.
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NICE receives top Gartner scores for Digital Customer Service Centre
Wed 26 Oct 2022
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contact centre
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digital
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gartner
“We are excited to score highest in the inaugural Digital Customer Service Centre Use Case in the 2022 Gartner Critical Capabilities for CCaaS report."
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Freshworks integrates with Google's Business Messages
Tue 2 Aug 2022
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martech
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crm
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open source
"The integration with Freshworks makes it fast and easy for businesses to have conversations with their customers within the Google apps."
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Customer service agents don't want to return to contact centres
Wed 22 Jun 2022
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crm
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contact centre
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wfh
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.
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New late-stage order cancellation to improve customer service
Fri 17 Jun 2022
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contact centre
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crm
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martech
Manhattan Associates launches new service allowing orders to be cancelled up to the point of manifested/loaded status, preventing unwanted shipments and costly returns.
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Chatbots gaining momentum in customer service space
Wed 15 Jun 2022
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crm
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martech
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chatbots
Chatbots are gaining momentum in the customer service space, but a human touch still unbeatable, according to a new study.
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Finance is on a new footing to improve internal customer service
Mon 13 Jun 2022
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crm
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ai
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finance, leasing & rental
Finance functions and leaders have marked 2022 down as a year for process improvement, writes Servicely’s founder and CEO Dion Williams.
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Workplace tech critical for 74% of frontline employees - report
Mon 13 Jun 2022
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crm
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martech
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australian
Humanforce's report reveals 74% of frontline employees in Australia believe tech plays a critical role in customer service but only 28% feel their current tech is advanced.
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The importance of service level management to customer experience
Fri 27 May 2022
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crm
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devops
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cx
Staffing shortages have impacted site reliability engineers in particular since they are under extreme pressure to ensure that digital assets perform at optimum levels 24/7.
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Zendesk launches customer service and employee experience offering
Fri 13 May 2022
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crm
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martech
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open source
"Zendesk is helping businesses embrace this new generation of conversational customer relationship management and turn customer service into growth.”
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8x8 and Genesys partner with product integration for CX
Thu 14 Apr 2022
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crm
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contact centre
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cloud
Unified cloud communications platform Campell and Genesys have announced a product integration of 8x8 Work with Genesys Cloud CX. 
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Esker named Challenger in 2022 Gartner Magic Quadrant
Wed 13 Apr 2022
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crm
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finance, leasing & rental
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martech
Esker has been named a Challenger in the 2022 Gartner Magic Quadrant for Integrated Invoice-to-Cash Applications.
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8x8 and Genesys collaborate on customer service solution
Wed 13 Apr 2022
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crm
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contact centre
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cloud
With the new integration, organisations can align agents and the appropriate subject matter experts to collaborate for better customer outcomes.
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Aussies vote on the toughest jobs in online shopping
Fri 8 Apr 2022
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crm
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martech
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retailers
Shoppers have revealed how much, or how little, they know about what goes into the online shopping process in a new survey by CouriersPlease. 
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Techday introduces new IT Reports section across all sites
Wed 6 Apr 2022
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crm
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martech
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techday
Techday is once again striving to provide the best experience for our clients, and we are pleased to announce a new section dedicated to asset promotion.
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8x8 release blends contact centre and unified comms solutions
Fri 18 Mar 2022
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crm
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contact centre
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martech
"8x8 Agent Workspace makes it easier than ever for contact centre agents to achieve maximum efficiency and effectiveness."
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Zebra Technologies launches Reflexis solutions in ANZ
Mon 14 Mar 2022
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crm
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saas
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pos
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.
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How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
Wed 9 Mar 2022
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bi
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big data
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crm
Failing to provide competitive, high-quality customer service at every touchpoint can lead to low levels of customer satisfaction, which can have detrimental impacts on a business.
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Midsized B2B manufacturers becoming customer-focused
Wed 9 Mar 2022
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crm
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contact centre
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it in manufacturing
SAP explains how midsized B2B manufacturers are becoming more customer focused.
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70% of Australian companies report increased turnover
Thu 3 Mar 2022
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crm
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ai
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martech
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.
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VIS Global and Uniphore form strategic partnership
Tue 1 Mar 2022
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crm
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ai
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martech
VIS Global announced today that it has entered into a multi-country strategic partnership with Conversational Automation company Uniphore.
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Orders with multiple shipments causing customer dissatisfaction
Mon 21 Feb 2022
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crm
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martech
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inventory management systems
76% of Australian shoppers indicate that they have experienced unusual delays in receiving goods they ordered online in the last three months.
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Broken brand promises cost businesses customers in ANZ
Wed 16 Feb 2022
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contact centre
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crm
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cx
New research by Qualtrics shows making sure the customer experience matches consumer expectations will be vital to retaining customers in 2022.
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Access4 announces strategic global partnership with UJET
Tue 15 Feb 2022
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contact centre
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crm
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cx
Access4 will now offer UJET's cloud contact centre solutions to assist in unifying and enhancing the customer experience.
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