Singapore's StarHub launches social media facility


Singapore telco StarHub has renewed its efforts in utilising social media customer service by launching a social media monitoring facility.

The facility, called Social Hub, will use a CRM solution that integrates various social media monitoring tools into a common dashboard to make it easier to track response times. The telco previously manually monitored and replied to customer queries across different platforms.

Social Hub uses 10 social media listening experts and customer care consultants who decide "when and how to reply to a query or a complaint on Facebook, to tracking where in Singapore mobile, pay TV or broadband connections are affected through location-tagged tweets, Social Hub delivers the data we need," said StarHub's Darren Choo.

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Big W, Woolworths and Telstra provide some of the worst customer experiences in Australia, according to a Forrester Survey. These brands were among the lowest-scoring on the Forrester CX Index which failed to find any Australian brand that provides ‘excellent' customer experience.

The Australia Customer Experience Index 2015 gives an understanding of the quality of customer experience by Australia's leading companies. Looking at 58 Australian brands over eight industries, the report finds that smaller companies are leading the pack, that technology is not necessarily the answer and that Australian brands are missing the emotional connection with consumers.

50% of brands say that improving CX is their top strategic priority with 48% saying that improving CX is not a top priority but it is on their list of strategic priorities. Although no Australian brands provide ‘excellent' customer experience, the survey also found that very few brands provide ‘very poor' experience. more

CyberSource announced a partnership with China Eastern Airlines Corporation Limited (China Eastern). This agreement will allow China Eastern to safely accept online payments and elevate the overall customer experience.

Through this partnership, China Eastern will have access to CyberSource's fraud management tool, as well as support and expertise from CyberSource risk analysts to customise its fraud screening operations. This will significantly enable China Eastern to control its online fraud rate with the ability to accept more genuine orders with confidence, while minimising the rejection of valid ones. In turn, this will improve the customer payment experience and strengthen customer loyalty.

China Eastern ranks among the world's top five airlines in terms of the number of passengers it carries, which totals almost 90 million annually. Its flight network currently serves more than 1,057 destinations across 179 countries. Emphasising world-class customer service, the airline is recognised as one of the top 100 brands in China. more

SYDNEY, September 15, 2015 — Veridian Solutions , an Australian business solutions provider with deep integration capabilities specialising in contact center solutions, today announced that it is offering the Verint® Systems Inc. (NASDAQ: VRNT) suite of workforce optimisation and speech analytics solutions in the cloud for customers in Australia.

Veridian Solutions is a long-standing software development partner for Verint in Australia with a track record of successful deployments in private, public and third sector organisations. In providing further support in the cloud, the company will now host its Verint cloud solutions within Fujitsu data centers based in Sydney and Melbourne. These provide world-class facilities and offer carrier independent, high-bandwidth access within secure and resilient environments.

Veridian Solutions' workforce optimisation suite powered by Verint includes applications such as quality management and call recording, workforce management, performance management, desktop and process analytics, coaching and elearning, as well as speech analytics.

Veridian has expertise in offering in-depth cloud solutions with more than a decade of experience in providing managed services for contact centre infrastructure customers. Of particular benefit to users today is Veridian's technical experience in integrating complementary solutions with Verint and in driving operational-level business value in business process optimisation and interaction management optimisation.

"We are now able to take Verint's market-leading, tier one workforce optimisation solutions and offer integration advantages for a new market of companies that aspire to have these technologies but could not necessarily have afforded them in the past. In particular, Veridian Cloud Workforce Management powered by Verint simplifies the complex task of forecasting and scheduling, provides performance management and elearning capabilities, and eliminates the expense and administrative burden of thick-client solutions. In addition, we'll be offering speech analytics as a service, enabling organisations to seamlessly record their data and act on the findings for real-time decision making," says Jason Hewett, general manager, Veridian Solutions.

The Frost & Sullivan Australian Unified Communications (UC) Market 2014 forecasts that by 2020, revenue contribution from hosted and cloud-based solutions will be close to that of on-premise solutions. Notes Audrey William, head of research, ICT Practice, Australia & New Zealand, Frost & Sullivan, "The hosted and cloud-based models allow vendors and channel partners to address the market directly by provisioning UC solutions from their own data centres."

Adds Michael Stelzer, vice president, Australia and New Zealand for Verint Enterprise Intelligence Solutions™, "We're pleased not only to be working with Veridian's highly-skilled team but also to have the opportunity to work with an organisation with a strong DNA in the contact centre space. It has a refreshing and dynamic approach in customising solutions to meet the individual needs of clients, making it a well-suited partner to help meet customer requirements and further the availability of our cloud-based contact centre solutions in the market."

Veridian Solutions' customers that leverage Verint technology include such leading public and private sector organisations as the Australian Red Cross Blood Service, MYOB and the Royal Automobile Club of Victoria. more

Dr Catriona Wallace defines Customer Experience Strategy. more


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