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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Financial services company BT has begun sending its BT Super for Life customers personalised video superannuation statements.

The tailored videos, thought to be an Australian first, are the latest development by BT helping superannuation customers understand their funds. The video statement includes an animated summary of the customer's transactions for the year, estimates an expected balance and income at retirement based on current contributions and how it compares to a comfortable retirement standard.

The statements also include a calculator so customers can assess their likely retirement outcomes based on different scenarios. BT's Vicki Doyle said the video statements were designed to inform and educate customers and to make it easier for them to make smart choices about their superannuation now. more

Customer service IT company Avaya has been awarded the 2014 Frost & Sullivan Asia Pacific Enterprise Networking Customer Value Enhancement Award.

The customer value enhancement award is given to a company which has enhanced customer value through its networking offerings and recorded revenue growth in its networking product line. Criteria include both the business impact achieved – including growth, customer acquisition, growth potential and operational efficiency – and customer impact, based on price performance value, and the customer experience across the entire process.

"Avaya successfully used fabric defined networking as the linchpin of business transformation in a highly competitive networking market," said Frost & Sullivan's Harsh Upadhyay. "Customers across APAC vouch that Avaya's solution is simple, easily deployable, and interoperable with legacy infrastructure." more

Sydney, 2 October 2014 – St John Ambulance Western Australia, a charitable, not-for-profit, humanitarian organisation serving the community through first aid, has commenced deployment of the all-in-one IP communications software suite from Interactive Intelligence Group Inc. (Nasdaq: ININ).

The software suite, Customer Interaction Center™ (CIC), will be deployed at the organisation's State Operations Centre in Perth which houses 35 seats for the Ambulance Operations Centre and 25 seats for administration, including the First Aid Services and Training call centre an IT help desk for the organisation's employees.

The decision to select the Interactive Intelligence solution follows a review of several vendors and will replace a Zeacom legacy phone system which had reached end of life. CIC will help the organisation to improve its overall service through key features, including multi-channel functionality, automatic call distribution, and reporting.

St John Ambulance provides ambulance services across Western Australia's 2.5 million square kilometres, the largest area in the world covered by a single ambulance service. Its contact centres received more than half a million calls last year and is responsible for directing responses to all ambulance incidents throughout WA. At the same time, the First Aid Training contact centre manages course bookings for more than 220,000 people each year.

Ashley Morris, Technical Services Director, St John Ambulance Western Australia, said, "We faced a situation where our incumbent contact centre telephony system was no longer being supported or indeed able to scale with our overall growth in services as an organisation. CIC incorporates rich feature functionality, has robust redundancy and will integrate easily with our existing systems, including our in-house developed Computer Aided Dispatch System."

"At the same time, CIC's single-platform and open software architecture will reduce integration requirements and make it easy to interoperate with our existing phone systems and workflows. In addition, we were also impressed with its one-stop shop call centre functionality and the solution's capacity to support our overall business continuity, including the ability to automatically route calls to a secondary location."

St John Ambulance Western Australia delivers its range of services across Ambulance, First Aid Services and Training, Event Health Services, Industrial Health Services, the Community First Responder System, the College of Pre-Hospital Care and the First Aid Focus program. The organisation expects to reduce ongoing maintenance costs following complete deployment and replacement of its legacy PBX system with Interactive Intelligence.

"The performance of our communications system is a key factor to serving the community. Being the pre-eminent provider of pre-hospital care in Australia, our ultimate aim with CIC is to report increased reliability, improved customer service and efficient handling of first-aid training services. Deploying technology such as CIC supports our quest to making first aid a part of every Western Australian's life and making great use of data for better decision making. It will also be great to partner with Interactive Intelligence which has a stellar reputation in the market," said Morris.

"We are delighted to sign on St John Ambulance Western Australia as a new customer in the state and it is a great example of the tremendous uptick in new customer contracts and business opportunities for Interactive Intelligence in Western Australia from both the public and private sectors. This momentum is also indeed testament to both the technology innovation we provide in helping customers achieve a great consumer experience but also a company commitment to having exemplary management and technical skills locally on the ground in Perth," said Brendan Maree, Vice President Australia, New Zealand and Japan, Interactive Intelligence. more

Dr Catriona Wallace defines Customer Experience Strategy. more


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