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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Australian Competition and Consumer Commission chairman Rod Sims says greater competition is key to lifting service levels of the country's major airports.

Commenting on the ACCC's annual Airport Monitoring Report for 2013-14, which looks at Australia's four major airports, Sims said only Brisbane airport delivered a 'good' quality of service, with Perth and Melbourne at the lower end at 'satisfactory'. "Competition would make a world of difference to airport performances." he said.

The report said of the monitored airports, Brisbane Airport continued to be rated highest by both passengers and airlines. Sydney Airport's overall average quality of service rating increased by 4.7%, but remained at ‘satisfactory'. Passengers continued to rate Sydney Airport lowest of the monitored airports. more

Thai outsourcer Advanced Contact Center, a subsidiary of mobile telco Advanced Info Services has been named a "Best of the Best" employer in 2015 by global human resource firm Aon Hewitt.

The Best Employers study, first conducted in Asia in 2001, studied almost 100 companies in 12 Asian markets over a nine-month selection process before naming 11 best employers. Aon found the most noticeable trends that emerged in the 2015 Best Employers research shows that the best Thai employers have high rate of filling vacancies internally and they attain 10% higher growth in profits than market average.

Best employers in Thailand also have high engagement scores at 87%, significantly above the market average of 63%. They are also successful in motivating Gen Y engagement to have the score at 84% while other companies see the average score of only 62%. more
Accessibility, Control and Collaboration-Focused Enhancements to Lifesize Cloud Empower Businesses to Equip Every Person and Every Conference Room with Easy-to-Use Video Communications

Sydney – April 14, 2015 – Lifesize, a division of Logitech (NASDAQ:LOGI) (SIX:LOGN), has announced enhancements to its award-winning Lifesize® Cloud video conferencing service. The new features provide greater accessibility, control and collaboration to enable every person and every conference room with easy-to-use, powerful performance in video communications technology.

These - and regularly scheduled future enhancements to Lifesize Cloud - continue to fuel global adoption of the video SaaS offering and Lifesize® Icon™ family to deliver a truly Connected Experience as more than 1,000 companies have subscribed to the service, logging millions of meeting minutes during the first 10 months of availability.

"From small businesses to global corporations, the demand for cloud-based video communications is exploding,” said Andreas Wienold, Vice President International of Lifesize. “Consumer applications have influenced the need to be fully accessible, anywhere at any time. Lifesize Cloud delivers the industry’s most integrated video experience, making it easy to connect across offices, small or large conference rooms and mobile devices in a scalable way.”

“Video conferencing as a whole has shifted from hardware to SaaS, which has significantly increased the range of opportunities for cloud solutions,” said Andrew W. Davis, researcher, analyst, and opinion leader in the field of collaboration and conferencing for Wainhouse Research. “Lifesize is continuously updating their cloud solution to provide customers with the most relevant and useful features, ensuring that they have the best possible experience. From easy scheduling to Lync interoperability to browser-based calling, Lifesize makes it easy for any organization to adopt video conferencing into their everyday lives.”

Lifesize Cloud brings simple, easy-to-use and scalable video communications to every person and every conference room, across devices, applications, browsers and Lifesize endpoints. The new enhancements include:

  • Interoperability with Microsoft® Lync®: Any one of the more than 100 million enterprise Lync users can join meetings hosted on Lifesize Cloud from their Lync client application with just one click
  • 40-way group calling: Host large company meetings so you can connect more people in more places with the new 40-way group call feature.
  • Quick and easy scheduling in existing workflows: With the new Microsoft Outlook® add-in and Google Chrome™ extension, users can now schedule video meetings and invite anyone directly from Google Calendar™ or Outlook—no need to open the Lifesize Cloud app.
  • Browser-Based Calling: Whether you use Google Chrome or Internet Explorer®, you can make “one-click” Lifesize Cloud video calls directly from your web browser. Lifesize customers and guest users that join meetings via browsers are greeted with a newly refreshed Call Me page featuring a clean and visually stimulating interface
  • Enhanced Control Settings: Take control over your meetings with the new lecture mode, mute all and layout option features. With lecture mode, users can assign a primary presenter to show full screen, allowing a single person to take the reins. When creating a meeting, simply select who will be the presenter. Meeting owners can also now mute all participants to optimize the meeting audio and choose between two different sets of configurable layout options.
  • Account insights: Monitor which teams are leveraging video conferencing with the new active/available user dashboard. With this report, account managers can reallocate Lifesize Cloud accounts across the organisation to get the most out of their investment.
  • More devices: Join your video conference from the latest Android™ devices including Samsung™ Galaxy Tab® Pro 12.2, Samsung Galaxy Note® 4, Motorola™ Moto™ X 2013 edition and iOS devices including iPhone® 6 and iPhone 6 Plus.

These updates follow the January announcement of two new Lifesize endpoints: Lifesize® Icon 400™ and Lifesize® Icon Flex™. Icon 400 is designed especially for the huddle room and is purpose-built to deliver stunning, easy-to-use video communication with Lifesize Cloud and support all of the ways people communicate. Icon Flex is designed for businesses that already deploy a personal collaboration application and turns any small meeting room environment into a complete conference room solution. more

Dr Catriona Wallace defines Customer Experience Strategy. more


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