SolarWinds announces it’s adding transformative artificial intelligence and machine learning capabilities to its IT service management solutions. 

The company has implemented multiple SAP solutions, including SAP S/4HANA Private Cloud Edition, across its ANZ, Hawaii and California operations.

The collaboration will extend the delivery of engaging and unified customer journeys across digital and voice channels and between virtual and live agents.

Oracle and Uber have announced a seven-year cloud partnership to accelerate innovation, help deliver new products to market, and drive increased profitability.

As global financial conditions continue to worsen, the number of vulnerable customers is increasing, according to IPI. 

A New Zealand eCommerce expert worries that the art of retail may be lost to the cookie cutter approach currently dominating local online shopping sites.

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.

“We are excited to score highest in the inaugural Digital Customer Service Centre Use Case in the 2022 Gartner Critical Capabilities for CCaaS report."

"The integration with Freshworks makes it fast and easy for businesses to have conversations with their customers within the Google apps."

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.

Manhattan Associates launches new service allowing orders to be cancelled up to the point of manifested/loaded status, preventing unwanted shipments and costly returns.

Chatbots are gaining momentum in the customer service space, but a human touch still unbeatable, according to a new study.

Finance functions and leaders have marked 2022 down as a year for process improvement, writes Servicely’s founder and CEO Dion Williams.

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.

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.

"Zendesk is helping businesses embrace this new generation of conversational customer relationship management and turn customer service into growth.”

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

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

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

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

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.

"8x8 Agent Workspace makes it easier than ever for contact centre agents to achieve maximum efficiency and effectiveness."

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.

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.