Westpac and TCS are building two integrated command centres
Two arrested over large-scale SMS phishing scam
La Trobe University plans "significant" increase in online-only degrees
Westpac to settle AUSTRAC transaction monitoring lawsuit for $1.3bn
US Justice Department proposes changes to internet platforms immunity
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Vodafone Australia re-platforms its customer channels
'Huge project' ran through 2019, expected to save $3m a year.
Aug 3 2020 6:52AM
Adobe, IBM team up on marketing software for banking industry
Targeting the handling of customer data.
Jul 22 2020 11:25AM
Telstra to have Australian agents answer all inbound calls from 2022
Contact centre mix changes made in COVID to become permanent.
Jul 9 2020 2:32PM
Origin Energy powers self-service expansion with Amazon Connect
Brings Amazon cloud to Retail 2020 transformation.
Jul 7 2020 6:51AM
Telstra's customer insights function evolves with Agile
Uses new software tools to find insights faster.
Jun 26 2020 12:54PM
Telstra tries to stop customers 'falling through the cracks'
Sets up agent support console with guided paths to resolve issues.
May 14 2020 6:55AM
Optus is bringing onboard 500 new customer care staff
Including 300 who start tomorrow, and 200 more roles on offer.
Mar 26 2020 1:37PM
TPG, Vodafone moving telephone support to remote ops
As Telstra, Optus face issues with Philippines call centres.
Mar 17 2020 11:07AM
ANZ is quietly building a brand new banking platform
Exclusive: Chases tenfold improvement in speed and capability.
Nov 25 2019 7:10AM
NBN Co looks to retain customers and grow their "lifetime value"
Establishes a presence across seven Salesforce clouds.
Nov 21 2019 7:04AM
NBN Co is building a user-facing technical field force
To work "predominantly inside the customer’s premises."
Sep 10 2019 12:42PM
Woolworths' APIs soar above 1000 as digital push booms
Triples number of API devs.
Aug 26 2019 1:00PM
Pega CEO Alan Trefler back in Australia for talks with NAB
Presents roadmap to NAB and other customers.
Aug 21 2019 3:00PM
Qantas opens throttle on 'Voice of the Customer'
Brings all customer feedback instances across airline ops onto single platform.
Jun 14 2019 7:15AM
Telstra confronts "really abysmal" reality of customer gripes
Looks inwards at its own faults.
Jun 13 2019 7:20AM
Optus rethinks how telco customer problems get solved
Tries to avoid customers being on hold or re-explaining issue.
Jun 11 2019 7:15AM
Optus 'concierge' to take grief out of NBN migration
Chases a smoother customer experience.
Jun 6 2019 12:30PM
Nestlé draws consumer consent out from system silos
Global drive to better use available data.
Oct 19 2018 11:57AM
Toll swaps stagnant Siebel for Salesforce
CRM couldn't scale to handle Christmas.
Sep 28 2018 9:12AM
Fisher & Paykel trades SAP for Salesforce
Creates single view of customer to keep in touch across long buying cycles.
Sep 27 2018 1:54AM
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