The PRWIRE Press Releases https:// 2019-06-17T02:04:16Z Gartner Says Worldwide Customer Experience and Relationship Management Software Market Grew 15.6% in 2018 2019-06-17T02:04:16Z gartner-says-worldwide-customer-experience-and-relationship-management-software-market-grew-15-6-in-2018 SYDNEY, Australia, June 17, 2019 — Worldwide spending on customer experience and relationship management (CRM) software grew 15.6% to reach $48.2 billion in 2018, according to research from Gartner, Inc. CRM remains both the largest and the fastest growing enterprise application software category. Worldwide enterprise application software revenue totaled more than $193.6 billion in 2018, a 12.5% increase from 2017 revenue of $172.1 billion. CRM made up almost a quarter of that revenue. Approximately 72.9% of CRM spending was on software as a service (SaaS) in 2018, which is expected to grow to 75% of total CRM software spending in 2019, with agility and flexibility being big drivers, along with the requirement for remote and mobile users. “Cloud growth has dropped slightly in 2018 but remains strong at 20% and significantly above the overall growth rate of 15.6% for CRM,” said Julian Poulter, senior director analyst at Gartner. “As an early mover to the cloud, CRM software is probably seeing a gradual reduction in cloud growth rates due to high adoption.” The top five CRM software vendors accounted for more than 40% of the total market in 2018 (see Table 1). The top five vendors had very little change in ranking compared with 2017, although Microsoft climbed into fifth position, narrowly displacing Genesys. Table 1 CRM Software Spending by Vendor, Total Software Revenue Worldwide, 2018 (Millions of U.S. Dollars) Company 2018 Revenue 2018 Market Share (%) 2017 Revenue 2017 Market Share (%) Salesforce 9,420.5 19.5 7,648.1 18.3 SAP 4,012.2 8.3 3,474.4 8.3 Oracle 2,669.0 5.5 2,492.9 6.0 Adobe 2,454.8 5.1 2,017.2 4.8 Microsoft 1,302.0 2.7 1,132.1 2.7 Others 28,371.7 58.8 24,962.0 59.9 Total 48,230.2 100.0 41,726.7 100.0 Source: Gartner (June 2019) All subsegments of the CRM market grew by more than 13.7%, with marketing emerging as the fastest growing segment, increasing by 18.8% and representing more than 25% of the entire CRM market. Customer service and support retains its No. 1 position, contributing 35.7% of CRM market revenue. “To exploit the significant market opportunity, product managers in CRM application providers should double down on cloud deployments and consider adding functionality in the fast growing marketing segment,” said Mr. Poulter. Gartner clients can learn more in the report “Market Share: Customer Experience and Relationship Management, Worldwide, 2018.” Gartner Customer Experience & Technologies Summits Customer experience trends will be further discussed at the Gartner Customer Experience Summit 2019 taking place June 17-18 in Sydney. Follow news and updates from the event on Twitter at #GartnerCX. About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organizations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organizations in more than 100 countries — across all major functions, in every industry and organization size. To learn more about how we help decision makers fuel the future of business, visit www.gartner.com. # # # Barracuda launches Firewall Insights, extends its leadership in Secure SD-WAN 2019-06-13T22:30:00Z barracuda-launches-firewall-insights-extends-its-leadership-in-secure-sd-wan-1 Sydney — 14 June 2019 – Barracuda, a leading provider of cloud-enabled security solutions, today announced the introduction of Barracuda Firewall Insights. Firewall Insights is an advanced security analytics platform that ingests, aggregates and analyses data automatically from any Barracuda CloudGen Firewall deployed in an organisation’s network, including public cloud deployments. To keep their organisations secure and connected, IT professionals need to continuously assess the effectiveness of their security measures and WAN performance. But with so much data coming from so many places in a variety of formats, this can be a time consuming, manual process. Barracuda Firewall Insights automates these challenging tasks. With Barracuda Firewall Insights, customers have access to: Actionable insights for the entire network — This includes dynamic availability information on SD-WAN connections, transport data, security, as well as web and network traffic details. Automated capabilities — Barracuda Firewall Insights help customers to schedule, gather, consolidate and analyse data produced by all Barracuda CloudGen Firewall appliances deployed in an organisation’s network, gaining valuable insight. Customisable reports — All reports are customisable for individual timeframes and can include all or just a subset of the deployed firewalls. “By automating the complex processes of consolidating and analysing the vast amount of data available across an extended WAN, Barracuda Firewall Insights helps IT administrators save time, while making it easy to keep their systems optimised and secure,” said Klaus Gheri, VP, Network Security, Barracuda. “We want to help customers streamline network management and security operations.” “Operating a dispersed wide area network with hundreds to thousands of next-generation firewalls requires a centralised reporting and analytics solution,” said Christian Ueblbacher, Head of Security Solutions, Kapsch BusinessCom AG. Barracuda Firewall Insights can be added to any CloudGen Firewall deployment option – hardware appliances, virtual appliances and cloud firewalls for Microsoft Azure, Amazon Web Services, and Google Cloud Platform. Learn more about Barracuda Firewall Insights, now available for Barracuda CloudGen Firewall: https://www.barracuda.com/firewall-insights Resources Get information about Barracuda CloudGen Firewall: https://www.barracuda.com/products/cloudgenfirewall Read the blog post: http://cuda.co/35754 About Barracuda At Barracuda we strive to make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers’ journey. More than 150,000 organisations worldwide trust Barracuda to protect them — in ways they may not even know they are at risk — so they can focus on taking their business to the next level. For more information, visit barracuda.com. Barracuda Networks, Barracuda and the Barracuda Networks logo are registered trademarks or trademarks of Barracuda Networks, Inc. in the U.S. and other countries. Gartner Reveals Seven Mistakes to Avoid in Blockchain Projects 2019-06-12T08:16:02Z gartner-reveals-seven-mistakes-to-avoid-in-blockchain-projects STAMFORD, Conn., June 12, 2019 — Interest in blockchain continues to be high, but there is still a significant gap between the hype and market reality. Only 11% of CIOs indicated they have deployed or are in short-term planning with blockchain, according to the Gartner, Inc. 2019 CIO Agenda Survey of more than 3,000 CIOs. This may be because the majority of projects fail to get beyond the initial experimentation phase. “Blockchain is currently sliding down toward the Trough of Disillusionment in Gartner’s latest ‘Hype Cycle for Emerging Technologies,’” said Adrian Leow, senior research director at Gartner. “The blockchain platforms and technologies market is still nascent and there is no industry consensus on key components such as product concept, feature set and core application requirements. We do not expect that there will be a single dominant platform within the next five years.” To successfully conduct a blockchain project, it is necessary to understand the root causes for failure. Gartner has identified the seven most common mistakes in blockchain projects and how to avoid them. No. 1: Misunderstanding or Misusing Blockchain Technology Gartner has found that the majority of blockchain projects are solely used for recording data on blockchain platforms via decentralised ledger technology (DLT), ignoring key features such as decentralised consensus, tokenisation or smart contracts. “DLT is a component of blockchain, not the whole blockchain. The fact that organisations are so infrequently using the complete set of blockchain features prompts the question of whether they even need blockchain,” Mr. Leong said. “It is fine to start with DLT, but the priority for CIOs should be to clarify the use cases for blockchain as a whole and move into projects that also utilise other blockchain components.” No. 2: Assuming the Technology Is Ready for Production Use The blockchain platform market is huge and largely composed of fragmented offerings that try to differentiate themselves in various ways. Some focus on confidentiality, some on tokenisation, others on universal computing. Most are too immature for large-scale production work that comes with the accompanying and requisite systems, security and network management services. However, this will change within the next few years. CIOs should monitor the evolving capabilities of blockchain platforms and align their blockchain project timeline accordingly. No. 3: Confusing a Protocol With a Business Solution Blockchain is a foundation-level technology that can be used in a variety of industries and scenarios, ranging from supply chain over management to medical information systems. It is not a complete application as it must also include features such as user interface, business logic, data persistence and interoperability mechanisms. “When it comes to blockchain, there is the implicit assumption that the foundation-level technology is not far removed from a complete application solution. This is not the case. It helps to view blockchain as a protocol to perform a certain task within a full application. No one would assume a protocol can be the sole base for a whole e-commerce system or a social network,” Mr. Leong added. No. 4: Viewing Blockchain Purely as a Database or Storage Mechanism Blockchain technology was designed to provide an authoritative, immutable, trusted record of events arising out of a dynamic collection of untrusted parties. This design model comes at the price of database management capabilities. In its current form, blockchain technology does not implement the full “create, read update, delete” model that is found in conventional database management technology. Instead, only “create” and “read” are supported. “CIOs should assess the data management requirement of their blockchain project. A conventional data management solution might be the better option in some cases,” Mr. Leong said. No. 5: Assuming That Interoperability Standards Exist While some vendors of blockchain technology platforms talk about interoperability with other blockchains, it is difficult to envision interoperability when most platforms and their underlying protocols are still being designed or developed. Organisations should view vendor discussions regarding interoperability as a marketing strategy. It is supposed to benefit the supplier’s competitive standing but will not necessarily deliver benefits to the end-user organisation. “Never select a blockchain platform with the expectation that it will interoperate with next year’s technology from a different vendor,” said Mr. Leong. No. 6: Assuming Smart Contract Technology Is a Solved Problem Smart contracts are perhaps the most powerful aspect of blockchain-enabling technologies. They add dynamic behavior to transactions. Conceptually, smart contracts can be understood as stored procedures that are associated with specific transaction records. But unlike a stored procedure in a centralised system, smart contracts are executed by all nodes in the peer-to-peer network, resulting in challenges in scalability and manageability that haven’t been fully addressed yet. Smart contract technology will still undergo significant changes. CIOs should not plan for full adoption yet but run small experiments first. This area of blockchain will continue to mature over the next two or three years. No. 7: Ignoring Governance Issues While governance issues in private or permissioned blockchains will usually be handled by the owner of the blockchain, the situation is different with public blockchains. “Governance in public blockchains such as Ethereum and Bitcoin is mostly aimed at technical issues. Human behaviors or motivation are rarely addressed. CIOs must be aware of the risk that blockchain governance issues might pose for the success of their project. Especially larger organisations should think about joining or forming consortia to help define governance models for the public blockchain,” Mr. Leong concludes. Gartner clients can learn more in “Common Mistakes to Avoid in Enterprise Blockchain Projects.” This research is part of the Gartner Featured Insight research collection “Blockchain Unraveled: Determining Its Suitability for Your Organisation.” This research explains when blockchain makes sense and the critical factors to consider to capture this new business value. About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organisations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organisations in more than 100 countries — across all major functions, in every industry and organisation size. To learn more about how we help decision makers fuel the future of business, visit www.gartner.com. Australian MyBudget Customer Service Hero Recognised Globally 2019-06-12T04:47:48Z australian-mybudget-customer-service-hero-recognised-globally Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact centre solutions, has awarded the prestigious grand prize of their dedicated global CX Hero program to an Australian customer service agent. In recognition and appreciation of the work customer service agents do, Genesys created CX Heroes, to celebrate true stories of customer service agents going above and beyond the call of duty. The program aims to create a movement to appreciate the unsung heroes who ensure their customers receive premium service. Award entries were received from around the globe, with Genesys applying stringent judging criteria to submissions. One of the core metrics judges considered was the applicant’s ability to deliver impactful customer service. Of the global finalists, Australian customer service representative, Nicole Martin from MyBudget, was awarded the title, CX Hero of the Year. Nicole was presented with her award on a global stage in front of nearly 2,500 customer experience leaders. Ms Martin earned the title for her commitment and dedication to her customers, as demonstrated by going above and beyond the call of duty during Christmas. On the last business day before Christmas, Ms Martin answered a frantic call from a customer trying to get gifts delivered in time for the holiday. She was able to improvise a solution and worked tirelessly across multiple stakeholder groups to save the customer’s family Christmas from being torn apart. "I am thrilled to be recognised as the CX Hero of the Year. I really enjoy helping people, and that gives me great job satisfaction” said Nicole Martin, Customer Service Representative, MyBudget. You can read the full story here. -ends- Image: From left to right: Nate Bennett (Senior Product Marketing Manager, Genesys); Rebecca Pulbrook (National Client Success Leader, MyBudet); Nicole Martin (Customer Service Representative, MyBudget) About Genesys Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. ©2019 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Media contacts Australia Elizabeth Williams Group Account Director ZADRO elizabeth@zadroagency.com.au +61 2 9212 7867 +61 411 201 354 Julie Donovan Senior Account Manager ZADRO julie@zadroagency.com.au +61 2 9212 7867 +61 410 510 080 Australia and New Zealand Shine in Global Customer Innovation Awards 2019-06-12T01:43:56Z australia-and-new-zealand-shine-in-global-customer-innovation-awards Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact centreer solutions, recognised leading Australian and New Zealand (ANZ) companies including Homecare Medical, Tokio Marine Australasia, MyBudget, O’Brien Glass, Teacher’s Mutual Bank and more during its 14th annual Customer Innovation Awards. Winners were announced on the opening day of Xperience 19, in Denver, Colorado. The Genesys Customer Innovation awards celebrate companies from around the world for using innovative approaches and technologies, such as the cloud and artificial intelligence, to drive business performance and deliver great customer experiences. The finalists were evaluated by a panel of judges, comprised of respected industry analysts from IDC, McGee-Smith Analytics and Ovum, as well as past Customer Innovation Award winners, including Bradesco, Harambee and QuinStreet. Organisations from ANZ were strongly represented, accounting for more than 25% of the global finalists. Top Australian and New Zealand honorees include: Homecare Medical — Winner of The CX Game Changer (Making a difference with CX technology) The New Zealand social enterprise achieved greater scalability by adding digital telehealth support channels, resulting in a 92% increase in annual interactions across voice, web chat, email, SMS and social media. Tokio Marine Management Australasia — Winner of The CX Team Player (Team productivity) The multinational insurer has improved agent schedule adherence by 30% by deploying workforce management since moving its contact centre to the cloud. MyBudget – Finalist of The CX Game Changer O’Brien Glass – Finalist in CX Visionary & CX Mover Teacher’s Mutual Bank – Finalist in CX Team Player Fair Work Ombudsman – Finalist in CX Visionary With submissions spanning the globe and tough international competition, the Australian and New Zealand companies were strongly represented, indicative of the high level of innovation and technology adoption in the region. Gwilym Funnel, Vice President of Sales and Managing Director for Genesys in Australia and New Zealand said, “Our Australian and New Zealand companies deserve to be applauded for their intelligent, targeted engagement strategies, and creative use of Genesys platforms. The adoption of advanced technology in this region has always been strong, and I’m thrilled to see this forward-thinking approach to the customer experience recognised globally.” “A highlight of each year is recognising our brilliant customers for their innovation and relentless focus on delivering the world’s best experiences,” said Merijn te Booij, Chief Marketing Officer, Genesys. “On behalf of everyone at Genesys, congratulations to all of the finalists and winners – and keep making every moment count.” Road rage and bad driving sees more dash cams being installed 2019-06-12T01:38:58Z road-rage-and-bad-driving-sees-more-dash-cams-being-installed It seems that not a day goes by when we don’t hear about a road rage incident or see a case of really bad driving. This is prompting more drivers to install dash cams — or car dashboard cameras — in their vehicles to insure themselves against adverse outcomes that may occur as a result. Along with many other reasons to use a dash cam, it’s the user’s hip pocket that’s the winner: protecting their finances and personal property, and importantly, their time. For example, with rear-ending being the most common type of car accident in Australia, drivers of the car who did the rear-ending are usually considered at fault unless they can prove otherwise. If they are innocent, a dash cam with a crisp clear recording can help prove it straight away. Clear footage can also help identify vehicles that leave the scene of an incident. Insurance companies love dash cams because they can then chase the real instigator of the crash and the affected driver isn’t recorded as being at fault. At its heart, a dash cam continuously records video and audio as well as other information such as location, date, time and speed. Leading Australian safety products company, Andatech, has introduced new DriveSense Ranger dash cams that use the latest generation technology and provide exceptional camera quality. G-sensor detects vibrations Ensuring the video footage is protected when needed is crucial, which is assisted by the gravity sensor (G-sensor) in the device. DriveSense dash cams have a built-in G-sensor that uses indicators such as vibrations and sudden jolting motions to alert the user to protect the recorded file so it cannot be deleted or overwritten. The G-sensor sensitivity can be set to low, medium, high or switched off completely. A film file can also be manually selected to lock or protect, which is then saved in a separate folder in the microSD card and cannot be deleted. Andatech’s two dash cam models comprise the DriveSense Ranger Dash Cam with WiFi and GPS ($249) and the DriveSense Ranger Duo Dash Cam ($299), which has both a front and rear dash cam with GPS. DriveSense features Features of the DriveSense Ranger dash cams include: * Recording in high resolution super HD 1080p at 30 frames per second to ensure it will pick up details such as licence plate numbers. * 1.5 or 2-inch LCD colour screen that is lightweight and compact without blocking the field of view. * A built-in accelerometer that records the speed of the vehicle while driving and is shown in every video recording. * 150-degree wide angle view with six-layer glass and infrared vision that provides an excellent field of view, comfortably covering up to five lanes of traffic. * 4x digital zoom to check details of licence plates, road signs and street names and large f/2.0 aperture, which provides vivid recordings under low light conditions and clear images even at night. * Ability to record videos in 3, 5 or 10 minute segments or continuously. Once the memory is full, the dash cam will start writing over older files seamlessly (excluding locked files). DriveSense dash cams have auto start up and shut down and users can enable or disable motion detection. Following the easy installation, it can connect directly to a smartphone for viewing and downloading files using the free DriveSense app. Andatech’s dash cams provide crisp clear recordings, full functionality and connectivity for an easy, seamless user experience. Both units come with a 32GB micro SD card and one-year warranty. For more information visit: https://www.andatechdistribution.com.au/collections/dash-cam About Andatech: Andatech is a 100% Australian owned company that designs, supplies, supports and services safety products including high quality alcohol and drug testing equipment. The company has the widest range of Australian Standard-certified breathalysers in Australia, which are designed for personal use, workplaces, hospitality venues (wall mounted) and as car interlock devices. Drug testing kits cover saliva and urine testing of up to 9 drug groups, providing error-free results. Andatech’s distribution channel offers consumer safety and air quality products including dash cams, FIR heater, dehumidifiers, air purifiers and humidifiers. https://www.andatech.com.au/ https://www.andatechdistribution.com.au/ Game Changing social enterprise making a difference with CX technology 2019-06-12T00:16:39Z game-changing-social-enterprise-making-a-difference-with-cx-technology Winners of the 14th annual Genesys Customer Innovation Awards were announced at Xperience19 in Denver, Colorado on Monday, with New Zealand based Homecare Medical acknowledged for their extraordinary community service, critical agility, and unique use of the Genesys Customer Experience platform. Honoured as the 2019 CX Game Changer (Making a difference with CX technology) Homecare Medical achieved greater population reach for its digitally delivered health and mental health services by adding digital telehealth support channels, resulting in a 92% increase in annual contacts across voice, web chat, email, SMS and social media. During the qualifying 2018 period, Homecare Medical: Had an average of 2,218 contacts a day from nearly 577,000 users Helped 26,847 people start their quit smoking journey Nurses provided health advice to 413,927 people Poisons Officers helped 22,553 people Mental health teams supported 69,431 people Emergency triage nurses aided 39,200 people - keeping hospitals and ambulances available for emergencies All while 74% of calls were answered in 20 seconds, 83% of calls in 60 seconds and 92% of calls within 3 minutes. As a social enterprise providing centralised, critical, time-sensitive and complex health services to members of the community, the panel of international judges of the Genesys Customer Innovation Awards were impressed with Homecare Medical’s bespoke use of the Genesys platform: seen in this unique, full channel and rapid growth formation for the first time in New Zealand. Andrew Slater, CEO, Homecare Medical and the driving force behind the rapid expansion, was onsite to receive the award. Leading a team of 30 who set up the integrated national telehealth service in just 15 weeks -which now has more than 400 staff based in four contact centres across the country - Mr Slater’s commitment to exceptional care never wavered. “Providing assistance to a diverse range of community sectors including at risk individuals, and running 30 digital help channels covering critical services such as general health mental heath, addictions, poisons, sexual trauma, crisis services, and after-hours GP support, means we need to connect to people when they are most in need of help or support, and however they need us. Genesys enables us to do to that,” said Mr Slater. The use of Genesys technology was highlighted with Homecare Medical’s remarkable response to the recent Christchurch terror attacks. Their unwavering commitment to Game Changing CX included delivering over 16,000 psychosocial sessions in the immediate aftermath of the devastating tragedy, truly representing an organisation making a difference with CX technology. -ENDS- Media Opportunities Limited interview opportunities are available with Andrew Slater, CEO, Homecare Medical. Andrew can provide powerful insight into how the Homecare Medial contact team were able to support the community after the tragic terror attack in Christchurch, their innovative use of the Genesys PureConnect platform, and providing agile, rapid deployment of integrated omnichannel telehealth solutions in New Zealand. Image: Andrew Slater, CEO, Homecare Ian McLean, NZ Country Manager, Genesys is also available for commentary Please contact Zadro for further information or to request an interview. About Genesys Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. Media Contacts Australia Elizabeth Williams Group Account Director ZADRO elizabeth@zadroagency.com.au +61 2 9212 7867 +61 411 201 354 Julie Donovan Senior Account Manager ZADRO julie@zadroagency.com.au +61 2 9212 7867 +61 410 510 080 New Zealand company recognised for changing the game, and changing lives 2019-06-11T03:26:05Z new-zealand-company-recognised-for-changing-the-game-and-changing-lives Winners of the 14th annual Genesys Customer Innovation Awards were announced at Xperience19 in Denver, Colorado last night, with New Zealand based Homecare Medical acknowledged for their extraordinary community service, critical agility, and unique use of the Genesys Customer Experience platform. Honoured as the 2019 CX Game Changer (Making a difference with CX technology) Homecare Medical achieved greater population reach for its digitally delivered health and mental health services by adding digital telehealth support channels, resulting in a 92% increase in annual contacts across voice, web chat, email, SMS and social media. During the qualifying 2018 period, Homecare Medical: Had an average of 2,218 contacts a day from nearly 577,000 users Helped 26,847 people start their quit smoking journey Nurses provided health advice to 413,927 people Poisons Officers helped 22,553 people Mental health teams supported 69,431 people Emergency triage nurses aided 39,200 people - keeping hospitals and ambulances available for emergencies All while 74% of calls were answered in 20 seconds, 83% of calls in 60 seconds and 92% of calls within 3 minutes. As a social enterprise providing centralised, critical, time-sensitive and complex health services to members of the community, the panel of international judges of the Genesys Customer Innovation Awards were impressed with Homecare Medical’s bespoke use of the Genesys platform: seen in this unique, full channel and rapid growth formation for the first time in New Zealand. Andrew Slater, CEO, Homecare Medical and the driving force behind the rapid expansion, was onsite to receive the award. Leading a team of 30 who set up the integrated national telehealth service in just 15 weeks -which now has more than 400 staff based in four contact centres across the country - Mr Slater’s commitment to exceptional care never wavered. “Providing assistance to a diverse range of community sectors including at risk individuals, and running 30 digital help channels covering critical services such as general health, mental health, addictions, poisons, sexual trauma, crisis services, and after-hours GP support, means we need to connect to people when they are most in need of help or support, and however they need us. Genesys enables us to do that,” said Mr Slater. The use of Genesys technology was highlighted with Homecare Medical’s remarkable response to the recent Christchurch terror attacks. Their unwavering commitment to Game Changing CX included delivering over 16,000 psychosocial sessions in the immediate aftermath of the devastating tragedy, truly representing an organisation making a difference with CX technology. -ENDS- Media Opportunities Limited interview opportunities are available with Andrew Slater, CEO, Homecare Medical. Andrew can provide powerful insight into how the Homecare Medial contact team were able to support the community after the tragic terror attack in Christchurch, their innovative use of the Genesys PureConnect platform, and providing agile, rapid deployment of integrated omnichannel telehealth solutions in New Zealand. Image: Andrew Slater, CEO, Homecare Ian McLean, NZ Country Manager, Genesys is also available for commentary Please contact Zadro for further information or to request an interview. About Genesys Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog. Media Contacts Australia Elizabeth Williams Group Account Director ZADRO elizabeth@zadroagency.com.au +61 2 9212 7867 +61 411 201 354 Julie Donovan Senior Account Manager ZADRO julie@zadroagency.com.au +61 2 9212 7867 +61 410 510 080 Silver Peak and NSC Announce Global Partnership; Unity EdgeConnect SD-WAN Edge Platform to Underpin New Managed SD-WAN Services 2019-06-05T22:30:00Z silver-peak-and-nsc-announce-global-partnership-unity-edgeconnect-sd-wan-edge-platform-to-underpin-new-managed-sd-wan-services Sydney, 6 June 2019 – Silver Peak®, the global SD-WAN leader, delivering the transformational promise of the cloud with a self-driving wide area network™, today announced a new partnership with NSC, expanding its global IT services portfolio with new managed SD-WAN services powered by the business-driven Unity EdgeConnect™ SD-WAN edge platform. NSC now serves as a single source provider, offering professional SD-WAN deployment services, white-label managed SD-WAN services to tier one and multi-national service providers, as well as turnkey managed SD-WAN services to new and existing enterprise clients. NSC is uniquely positioned to deliver the highest quality of service to a rapidly expanding base of global clients. The new Silver Peak-based managed SD-WAN services are available immediately to NSC enterprise and service provider clients and partners in 180 countries around the world. Enterprise clients benefit from unrivaled service agility with turnkey managed SD-WAN services powered by the business-driven EdgeConnect platform deployed as a single virtual network function (VNF) running on multi-purpose universal CPE devices deployed at sites across their networks. Service providers can now offer metered white-label managed SD-WAN services to enterprise clients with the same deployment model agility and flexibility. “By partnering with Silver Peak, we can expand our global SD-WAN deployment services practice, offer a white-label managed SD-WAN service to our service provider clients and offer new and existing enterprise clients turnkey managed SD-WAN services,” said Sascha Groeger, chief commercial officer for NSC. “For service provider clients, this means they can fast-track managed SD-WAN service offerings to accelerate new revenue opportunities. And for enterprise clients, this means they can quickly transition to SD-WAN and accelerate cloud and digital transformation initiatives to achieve greater business agility and productivity. We’re excited to partner with Silver Peak to bring the power of EdgeConnect to our clients around the world.” NSC all-inclusive managed SD-WAN services encompass: Pre-sales, advisory and consulting Procurement, hardware and software, purchase or lease Staging and provisioning, device and circuit testing and management Deployment, install, turn-up, test and lifecycle management 24x7x365 monitoring and break-fix, capacity analysis and reporting Network and application performance monitoring, management and reporting Expedited moves, adds, changes and deletes (MACD) Business-driven SD-WAN edge platform The Silver Peak EdgeConnect SD-WAN platform simplifies and consolidates the network edge, offering: Unified SD-WAN, security, routing and WAN optimisation Centralised orchestration and management Granular application visibility and control Freedom to employ any combination of WAN transport Flexible deployment models, hardware, software and cloud “Our partnership with NSC brings together a powerful combination of flexible, tailored IT services with the industry’s only business-driven SD-WAN edge platform, effectively raising the bar on service agility and flexibility for our mutual enterprise and service provider customers around the world,” said Michael O’Brien, vice president of partner sales for Silver Peak. “NSC can now accelerate post sale SD-WAN deployments with its partners, deliver turnkey white-label managed SD-WAN services to its service provider clients and offer new and existing enterprise clients turnkey managed SD-WAN services. Together with NSC, we are radically simplifying the way wide area networks are built and managed.” About NSC NSC is a leading global professional services and managed resourcing provider of information and communication technology, partnering with world-class organisations to deliver unrivalled agility and service excellence. NSC operates in 180+ countries with a network of 4,500+ Partner Resources. Combining more than 20 years of managed network experience with technology from leading SD-WAN providers, NSC is helping lead its customers in the Software-Defined Digital Revolution. Learn more at nsc.com About Silver Peak Silver Peak, the global SD-WAN leader, delivers the transformational promise of the cloud with a business-first networking model. The Unity EdgeConnect™ self-driving wide area network platform liberates enterprises from conventional WAN approaches to transform the network from a constraint to a business accelerant. Thousands of globally distributed enterprises have deployed Silver Peak WAN solutions across 100 countries. Learn more at silver-peak.com. Gartner Says Global Smartphone Sales Declined 2.7% in First Quarter of 2019 2019-05-28T08:00:14Z gartner-says-global-smartphone-sales-declined-2-7-in-first-quarter-of-2019 28 May, 2019 — Global sales of smartphones to end users declined 2.7% in the first quarter of 2019, totaling 373 million units, according to Gartner, Inc. Despite its near-absence from the U.S. market, Huawei ranked No. 2 smartphone vendor worldwide and continued to reduce the gap with Samsung. “Demand for premium smartphones remained lower than for basic smartphones*, which affected brands such as Samsung and Apple that have significant stakes in high-end smartphones,” said Anshul Gupta, senior research director at Gartner. “In addition, demand for utility smartphones* declined as the rate of upgrading from feature phones to smartphones has slowed, given that 4G feature phones give users great advantages at a lower cost.” Slowing innovation in flagship smartphones and rising prices continued to extend replacement cycles. The two countries that sell the most smartphones, namely the U.S. and China, saw sales decline by 15.8% and 3.2%, respectively, in the first quarter of 2019. In the first quarter of 2019, Samsung retained the top spot in worldwide smartphone sales achieving 19.2% market share (see Table 1). Huawei achieved the highest year-over-year growth among the world’s top five, growing 44.5% and smartphone sales totaling 58.4 million units. Sales of Huawei smartphones grew in all regions. “Huawei did particularly well in two of its biggest regions, Europe and Greater China, where its smartphone sales grew by 69% and 33%, respectively,” said Mr. Gupta. Huawei’s continued dominance in Greater China, where it commanded a 29.5% market share, helped it secure the No. 2 global smartphone vendor ranking in the first quarter of 2019. Table 1 Worldwide Smartphone Sales to End Users by Vendor in 1Q19 (Thousands of Units) Vendor 1Q19 Units 1Q19 Market Share (%) 1Q18 Units 1Q18 Market Share (%) Samsung 71,621.1 19.2 78,564.8 20.5 Huawei 58,436.2 15.7 40,426.7 10.5 Apple 44,568.6 11.9 54,058.9 14.1 OPPO 29,602.1 7.9 28,173.1 7.3 Vivo 27,368.2 7.3 23,243.2 6.1 Others 141,405.2 37.9 159,037.1 41.5 Total 373,001.4 100.0 383,503.9 100.0 Due to rounding, numbers may not add up precisely to the totals shown Source: Gartner (May 2019) “Unavailability of Google apps and services on Huawei smartphones, if implemented, will upset Huawei’s international smartphone business which is almost half of its worldwide phone business. Not the least it brings apprehension among buyers, limiting Huawei’s growth in the near term,” said Mr. Gupta. Samsung and Apple Recorded Year-Over-Year Declines Despite a decline in its smartphone sales of 8.8% in the first quarter of 2019, Samsung remained the No. 1 smartphone vendor worldwide. “Samsung launched its flagship Galaxy S10 smartphone portfolio, which received a good response. However, its impact was limited as Samsung only started shipping the S10 at the end of the first quarter,” said Mr. Gupta. “Samsung also strengthened its midtier and entry-tier smartphone ranges with a refreshed A series and J series and the newly introduced M series, but aggressive competition from Chinese manufacturers limited their impact.” Sales of Apple iPhones totaled 44.6 million units in the first quarter of 2019, a decline of 17.6% year over year. “The price cut for iPhones across markets helped drive up demand but wasn’t enough to restore growth in the first quarter,” said Mr. Gupta. “Apple is facing longer replacement cycles as users struggle to see enough value benefits to justify replacing existing iPhones.” Competition for the No. 5 Spot Continued Vivo beat Xiaomi to claim the No. 5 spot in the first quarter of 2019. Vivo sold 27.4 million smartphones during the quarter. Xiaomi sold 27.2 million. The latest features, such as in-display fingerprint scanner, slider camera, fast charging and almost bezel-less display, helped Vivo achieve double-digit smartphone sales growth in the first quarter of 2019. “However, the company could do much better by expanding its range of its entry-tier smartphones and selling them in emerging Asia/Pacific markets,” said Mr. Gupta. Further information is available in the Gartner report titled “Market Share: PCs, Ultramobiles and Mobile Phones, All Countries, 1Q19 Update.” *For Editors: A basic smartphone is a voice-centric mobile device with enhanced features, such as a 4-inch screen with a resolution of 720p or higher and, often, a dual-core processor, along with integrated email, social networking and voice over Internet Protocol support. A utility smartphone is a voice-centric, entry-level mobile device, generally of low cost, with limited specifications and functions. It is mainly aimed at emerging markets and first-time users, and often used for prepaid subscriptions. About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities today and build the successful organizations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organizations in more than 100 countries — across all major functions, in every industry and enterprise size. To learn more about how we help decision makers fuel the future of business, visit gartner.com. Women in gaming: celebrating success, expertise, diversity 2019-05-28T01:01:55Z women-in-gaming-celebrating-success-expertise-diversity-3 Sydney, 28 May 2018: Goto.game is partnering with the Australian Esports League (AEL)  for Australia’s inaugural GIRLGAMER Sydney Festival at this year’s Vivid Sydney. The first GIRLGAMER Festivals took place in Macau in 2017 and Portugal in 2018. In 2019, GIRLGAMER Festival is expanding to South Korea, Spain and Brazil, as well as Sydney. Goto.game will bring influential leaders in the gaming industry, including streamers, hosts and speakers such as Jessie ‘GeekGG’ James and Amy ‘HelloMissPotter’ Potter, to the GIRLGAMER Sydney Festival, and will manage and measure the performance of social media and promotional support across owned, earned and paid media using Digivizer’s real-time platform. According to the Interactive Games and Entertainment Association’s Digital Australia Report 2018, 67% of Australians play video games and 46% of those are female. In an industry that grew 25% in Australia (IGEA) in 2018, women of all ages who play games of all genres are an important audience for gaming software and hardware companies, the esports sector and commercial sponsors. Yet according to both Phid McAwesome of goto.game and Darren Kwan of AEL, women remain under-represented in the esports world with large scale events historically highlighting the talents of men. GIRLGAMER Sydney Festival is an event to celebrate and shine a spotlight on women and those who identify as such in gaming. Quotes Emma Lo Russo, CEO of goto.game and CEO of Digivizer: “We feel passionate about ensuring diversity and equality across every industry we operate within.  The GIRLGAMER Festival does just that - it champions the awesome women and role-models we see in the gaming and esports industries who lead the way for women and girls to participate in this highly engaged community. We will not rest until we see equal access to competitive and funding opportunities, and safety to play without harassment. As the saying goes, you can’t be what you can’t see. We are delighted to be engaged as a partner with AEL and help ensure the success of GIRLGAMER Sydney Festival.” Darren Kwan, Executive Producer of AEL: “It’s exciting to be partnering up with goto.game on the GIRLGAMER Sydney Festival. Having been in the industry for over a decade now I can appreciate the professionalism, talent and platform goto.game brings to add extra muscle to our marketing efforts. Goto.game also has a reputation second-to-none for standing up for people of all genders, race, faith and orientation, and their right to be included in the gaming industry. We look forward to delivering an amazing event with goto.game filling a key component of the team." Phid McAwesome, Head of goto.game: “Goto.game has been an active supporter of diversity in gaming since our inception.  Fifty per cent of the gamers we work regularly with are women, and gaming and esports is an activity in which women excel. All the research tells us that gamers participate more-often, more-deeply, and often with more expertise that fans of traditional sports: that applies to women and men. It’s the role of the industry to strip away inequality, something we should all do at every opportunity. So we’re delighted to supports GIRLGAMER Festival Sydney with AEL.” Annabel ‘Punzie’ Kwan, Social Media Manager and Host for AEL, Creative Director for GIRLGAMER Sydney Festival: “GIRLGAMER Sydney Festival is about breaking down stereotypes and promoting young girls and women who are in the esports industry. We are proud to be working with the like-minded team at goto.game on this incredible project, which will see some of the best players in our region compete, and many leaders in the space take the stage to share their story.” Jessie ‘GeekGG’ James, streamer and Host for GIRLGAMER Sydney Festival: “It's always a pleasure working with the goto.game crew. They go above and beyond in their work and really understand the industry. I'm also excited to be hosting the GAMERGIRL Sydney Festival, an amazing opportunity to help support, encourage and celebrate women in Australian gaming and esports.” Amy Potter, Host for GIRLGAMER Sydney Festival: "I am incredibly excited and honoured to be part of the GIRLGAMER Sydney Festival, and create an environment to celebrate and encourage more women participating in esports. Carving out space for women in this industry is incredibly important to me. You can't be what you can't see and I want every woman to know there is a place for them here." GIRLGAMER Sydney Festival details The GIRLGAMER Sydney Festival is part of Vivid Sydney at Chatswood.  The live tournament will see players battle it out on stage, competing in Counter-Strike: Global Offensive, Blizzard’s Overwatch, and Super Smash Bros. Venue: The Concourse, Chatswood Date: 9th and 10th June, 2019 Schedule: 10am – 7pm Prices: Normal Ticket – $20; Student Ticket  - $15; Family Ticket – $40. Tickets available at https://www.girlgamer.gg/register/sydney/. ENDSGoto.game is at:Twitter: https://twitter.com/gotogameFacebook: https://www.facebook.com/GoToGamers/Twitch: https://www.twitch.tv/gotogameInstagram: https://www.instagram.com/goto.game/Web: www.goto.gameFor more information:                      Alan Smith, Head of Strategic Business Communications, Digivizer. Tel: +61 404 432 700. alan.smith@digivizer.com. Twitter: @alansmithoz Barracuda Launches Advanced Bot Protection 2019-05-23T23:50:31Z barracuda-launches-advanced-bot-protection-1 Sydney, 24 May 2019 - Barracuda, a leading provider of cloud-enabled security solutions, today announced the introduction of Advanced Bot Protection. Advanced Bot Protection uses artificial intelligence and machine learning to help customers defend against the latest automated threats. It is available for both the Barracuda Web Application Firewall (WAF) and WAF-as-a-Service platforms. Web applications are the number one attack vector for hacks resulting in breaches, according to the 2019 Verizon Data Breach Investigations Report, and malicious bots pose a significant threat to application security. Bots have evolved from using simple scripts to using sophisticated tactics such as headless browsers and machine learning to break through traditional application security defences. Organisations need an application security solution that can keep up with these evolving attacks. According to Gartner: “The main types of bot attacks include distributed denial of service (DDoS), fraudulent purchases, web scraping, and vulnerability scans and exploits. Unsupervised ML can be used to learn the characteristics of typical human-driven traffic, allowing the detection of bots as anomalies. Supervised ML can be used to identify features related to automated behavior.”1 With Advanced Bot Protection, Barracuda WAF customers have access to functionality that includes: Bot spam detection — Reduce referrer spam and block comment spam Credential stuffing prevention — Block credential stuffing to stop account takeover attacks Request risk scoring — Track incoming requests and use advanced behavioral analytics to detect attackers Client finger printing — Track users with better fidelity than IP addresses Dedicated bot mitigation UI — New user interface makes it easy to configure bot mitigation features “To effectively protect their organisations against today’s evolving threats, customers need sophisticated bot mitigation capabilities,” said Tim Jefferson, SVP of Data Protection, Network and Application Security, Barracuda. “Traditional web application firewalls don’t all provide advanced bot protection, and some bot mitigation vendors only offer point solutions that aren’t integrated into WAFs. Advanced Bot Protection is fully integrated into Barracuda’s web application firewalls to provide a complete application security solution that is easy to deploy and manage.” Learn more about Barracuda Advanced Bot Protection, now available with Barracuda Web Application Firewall: https://www.barracuda.com/products/webapplicationfirewall Resources Get information about Barracuda WAF-as-a-Service: https://www.barracuda.com/waf-as-a-service Get information about Barracuda Web Application Firewall: https://www.barracuda.com/products/webapplicationfirewall Read the blog post: http://cuda.co/35615 1Gartner: Assessing the Impact of Machine Learning on Security, Published: 6 May 2019, by Anna Belak, Anton Chuvakin, Augusto Barros About Barracuda At Barracuda we strive to make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers’ journey. More than 150,000 organisations worldwide trust Barracuda to protect them — in ways they may not even know they are at risk — so they can focus on taking their business to the next level. For more information, visit barracuda.com. Barracuda Networks, Barracuda and the Barracuda Networks logo are registered trademarks or trademarks of Barracuda Networks, Inc. in the U.S. and other countries. Blue Prism’s Ecosystem of Technology Partners Lays Foundation For Delivering New Intelligent Automation Capabilities 2019-05-23T23:26:10Z blue-prisms-ecosystem-of-technology-partners-lays-foundation-for-delivering-new-intelligent-automation-capabilities-1 ORLANDO, FLA & Sydney, AUSTRALIA – May 24, 2019 — Blue Prism (AIM: PRSM) continues to be the platform of choice for technology companies looking to innovate, disrupt and drive digital transformations for their clients through intelligent automation capabilities. Today, Adlib Software, HyperScience, Moonoia, and Smartlogic announced that they are joining Blue Prism’s Technology Alliance Program (TAP) as affiliates, helping to build out best-in-class automation solutions that incorporate cutting edge technologies including intelligent document processing, AI powered data extraction, machine learning and data analytics. “Our connected-RPA platform is the launch pad and gold standard for extending intelligent automation capabilities at scale,” says Linda Dotts, SVP Global Partner Strategy and Programs for Blue Prism. “Each month we see many new partners join our TAP, each delivering a unique value proposition, all focused on helping clients digitally transform, driving business led outcomes for our joint customers. We deliver the art of the possible at Blue Prism through the industry’s broadest ecosystem of technology partners. Congrats to this group on making the grade.” These partners strengthen a broad array of intelligent document processing capabilities including Blue Prism’s own Decipher, announced last month, and an existing partnership with ABBYY. Companies participating in Blue Prism’s Technology Alliance Program at an affiliate level can easily customise their solutions, accelerate product development and minimise time to market for their products, using the market’s most advanced RPA software. It also gives partners an opportunity to help expand market awareness on the benefits of RPA by delivering their own complementary products to Blue Prism’s ecosystem by sharing them on the Blue Prism Digital Exchange (DX). Highlights from our most recent affiliate Technology Alliance Partners includes: Adlib Software: By adding AI-driven data extraction, enrichment and automation capabilities to Blue Prism’s connected-RPA platform, Adlib Software enables true end-to-end process automation. Leveraging leading AI and ML technology, Adlib transforms unstructured document content into high-quality, machine-consumable data for RPA, enabling a digital workforce to accelerate customer response times, identify and protect high-risk content (PII) and manage risk within contracts and agreements. “We're excited to join the Blue Prism community reflecting the growing market and customer demands for RPA solutions powered by AI-driven extraction of structured data from complex unstructured document formats,” says Scott Mackey, SVP Market Strategy, Adlib Software. “Our integration with Blue Prism’s connected-RPA will enable customers to achieve true end-to-end process automation resulting in automation of mission-critical processes, reduced costs and improved operational efficiency.” HyperScience: HyperScience empowers business users to automate manual data entry processes, including extracting both handwritten and printed data from forms, as well as capturing data points from semi-structured documents, and doing so at a lower error rate. By combining HyperScience’s distinctive data extraction product and Blue Prism’s connected-RPA offering, customers can automate each step in the full lifecycle of intelligent document processing capabilities – unlocking additional speed and cost-savings for their automation deployment. “Enterprises have struggled to find reliable and cost-effective means for extracting key insights from their troves of scanned images and PDFs,” says Swapnil Parikh, Vice President of Product at HyperScience. “HyperScience delivers on machine learning’s potential in a real way: our technology enables companies to automate up to 95 percent of the manual work required.” Moonoia: As a Blue Prism TAP affiliate, Moonoia will accelerate the development of its flagship product docBrain, the AI platform for data extraction and document analysis, while enabling enterprise customers to leverage RPA and artificial intelligence (AI) for their document processes and achieve the highest accuracy and quality of the extracted data. “Our entire purpose at Moonoia is not only to solve complex document processing challenges for use cases where traditional OCR/ICR technology fails to deliver acceptable results, but to empower users to train their own AI models and custom build unique solutions that address company-specific problems,” says Geert Truyen, CEO at Moonoia. “We see this partnership as instrumental in helping us bring AI-powered data extraction to a broader audience of enterprise clients as well as augmenting a portfolio of intelligent automation capabilities for Blue Prism.” Smartlogic: The Smartlogic Semaphore integration with Blue Prism provides qualified data within automated processes. Semaphore’s ability to classify, extract and deliver insight – plus Blue Prism’s connected-RPA – lets organisations efficiently and effectively move their digital transformation journey with intelligent end-to-end automated processes. When information is semantically harmonised, accuracy improves, automation becomes flexible, and enterprises can handle a broader range of use cases. These capabilities coupled together enable organisations to rapidly respond to complex enterprise information needs to maximise business outcomes. “Smartlogic’s technology focus is to empower business users with a platform to manage and govern an authoritative layer for adding context and meaning to structured and unstructured information,” says Jeremy Bentley, CEO and Founder of Smartlogic. “Leveraging AI, machine learning, natural language processing (NLP), and text analytics capabilities within the Semaphore platform enables Blue Prism clients to identify, classify and extract qualified contextual data along the processing pipeline. We deliver an incredible value proposition together.” If you want to find out more about joining the Blue Prism Technology Alliances Program, please visit: https://www.blueprism.com/partners-and-services/become-a-partner. About Blue Prism In this digital era where start-ups are constantly disrupting markets, only the most agile and innovative enterprises survive and thrive. At Blue Prism, we pioneered Robotic Process Automation (RPA), emerging as the trusted and secure intelligent automation choice for the Fortune 500 and public-sector market. Now we bring you connected-RPA supported by the Digital Exchange (DX) app store—marrying internal entrepreneurship with the power of crowdsourced innovation. Blue Prism’s connected-RPA can automate and perform mission critical processes, allowing your people the freedom to focus on more creative, meaningful work. More than 1,300 global customers leverage Blue Prism’s digital workforce, empowering their people to automate billions of transactions while returning hundreds of millions of hours of work back to the business. Visit www.blueprism.com to learn more about Blue Prism (AIM: PRSM). Follow Blue Prism on Twitter @blue_prism and on LinkedIn. ### Media Contacts Sue Ralston Einsteinz Communications Ph: +61 02 8905 0995 sue@einsteinz.com.au Blue Prism Enables Easier Access and Greater Collaboration to Advance Intelligent Automation Capabilities 2019-05-23T22:00:00Z blue-prism-enables-easier-access-and-greater-collaboration-to-advance-intelligent-automation-capabilities ORLANDO, FLA & Sydney, AUSTRALIA – May 24, 2019 — Looking to provide greater flexibility and access to its digital workforce, Blue Prism (AIM: PRSM) today launched its new online community while also adding ecommerce capabilities to its Digital Exchange (DX), making it easier for organisations to deploy and scale their intelligent automation solutions. These advances build on Blue Prism’s connected-RPA vision of collaborative innovation, by creating a growing community that shares best practices and provides greater access to the latest artificial intelligence (AI), machine learning, intelligent document processing and cloud capabilities. “Our motto of automating together, better and more, is definitely highlighted with these new capabilities,” says Dave Moss, Co-Founder and CTO for Blue Prism. “We are listening and responding by supporting a self-service model, which makes it easier for our customers to share, innovate and deploy intelligent automation solutions. These new capabilities help unify customer experiences and best practices for sharing, while providing the necessary community support to make automation the cornerstone of any digital transformation.” Enhancements to DX By way of the ecommerce capabilities, Blue Prism’s Digital Exchange, an intelligent automation marketplace comprising of customers, technology and channel partners, now enables customers or prospects to quickly buy and download software licenses directly from the exchange. This introductory package, which consists of a single software license along with one-year standard support, makes it easy for people to get started, learn more and explore what’s possible with an intelligent digital workforce. In the next 90 days, the ecommerce functionality will also allow other Blue Prism partners to offer their assets and integrations for sale via the DX. Anyone can now purchase and download this introductory Blue Prism v6.5 package which includes work queue trends and analytics, full Japanese and simplified Chinese language capabilities, IPv6 support, and data gateways, offering more data control while reducing the amount of storage being used. Private Assets is another new key feature on the DX. Users control who can view assets outside of a customer or partner’s organisation. They can only be seen by the employees of said company and then only after they are logged in. This feature gives enterprise customers more security and control over the assets used by their employees, only those that they approve, license and test are made available. Since being launched back in November 2018, DX adoption continues to skyrocket with more than 4,120 registered users from nearly 714 registered companies who can download over 110 assets to accelerate the time to market for their intelligent automation projects. It provides business leaders drag and drop access to AI, machine learning, cognitive and disruptive technologies from companies they know and trust. Other new key enhancements to DX include integration with Google Analytics to provide more visibility into how assets are being downloaded and used. Support for open sourced Blue Prism assets being shared via GitHub as well as the ability for partners and customers to securely share proprietary assets has also been added. According to Forrester Research, the partner of the future will likely not be a pure transacting one. “It doesn’t make sense to the new generation of tech buyers who make two-thirds of all new tech decisions today. As mentioned above, 73 percent of business buyers find the web more convenient to make purchases, and we forecast that 17 percent of all B2B transactions will happen through eCommerce by 2023”.¹ Blue Prism Community Now Live The Blue Prism Community is a new online experience where users can share, learn and create. The Blue Prism Community provides a new and exciting platform where users can engage with others who share common interests, goals and objectives. The Blue Prism Community provides: An online space open to everyone that is easy to navigate, and where users can get up to speed on important announcements and industry news. Participation in a growing ecosystem of digital entrepreneurs and innovative companies redefining the nature of work. Access to an innovation corner for new Blue Prism product ideas and features, including DX. A home for regional and industry-specific user groups. Discussion communities and in-person meet-ups for practitioners, professionals and innovators. Latest content and information on upcoming events, hackathons, demos, etc. About Blue Prism In this digital era where start-ups are constantly disrupting markets, only the most agile and innovative enterprises survive and thrive. At Blue Prism, we pioneered Robotic Process Automation (RPA), emerging as the trusted and secure intelligent automation choice for the Fortune 500 and public-sector market. Now we bring you connected-RPA supported by the Digital Exchange (DX) app store—marrying internal entrepreneurship with the power of crowdsourced innovation. Blue Prism’s connected-RPA can automate and perform mission critical processes, allowing your people the freedom to focus on more creative, meaningful work. More than 1,000 global customers leverage Blue Prism’s digital workforce, empowering their people to automate billions of transactions while returning hundreds of millions of hours of work back to the business. Visit www.blueprism.com to learn more about Blue Prism (AIM: PRSM). Follow Blue Prism on Twitter @blue_prism and on LinkedIn. ### Media Contacts Sue Ralston Einsteinz Communications Ph: +61 02 8905 0995 sue@einsteinz.com.au 1 https://go.forrester.com/blogs/what-i-see-coming-for-the-channel-in-2019/ Blue Prism Technology Partners Continue to Augment Intelligent Automation by Adding AI-Powered Chatbot and Data Analysis Capabilities 2019-05-23T21:30:00Z blue-prism-technology-partners-continue-to-augment-intelligent-automation-by-adding-ai-powered-chatbot-and-data-analysis-capabilities ORLANDO, FLA & Sydney, AUSTRALIA – May 24, 2019 — Continuing to push the envelope for innovation around intelligent automation capabilities, Blue Prism (AIM: PRSM) today announced that CognitiveScale, Kore.ai and Shibumi have joined the company’s Technology Alliance Program (TAP) as affiliates. These new partners will help drive digital transformations for their clients by extending Blue Prism’s connected-RPA capabilities to include blockchain, AI-powered chatbots along with workflow and data synchronisation solutions being delivered in a Software-as-a-Service (SaaS) model. “Each month Blue Prism adds a few key technology partners that show us the art of the possible with our digital workforce,” says Linda Dotts, SVP Global Partner Strategy and Programs for Blue Prism. “Our connected-RPA platform provides a bedrock foundation for enterprise customers looking to drive innovation through new intelligent automation capabilities. This latest group of technology partner affiliates highlights the depth and breadth of our rapidly evolving ecosystem.” These partners strengthen an already comprehensive array of technology and independent software vendors (ISVs), that provide new and breakthrough intelligent automation capabilities by leveraging Blue Prism’s connected-RPA platform. Currently Blue Prism’s Technology Alliance Program consists of 12 premier and 25 affiliates partners with more being added each month. These partners are also expanding market awareness on the benefits of RPA by delivering their own complementary products to Blue Prism’s ecosystem by sharing them on the Blue Prism Digital Exchange (DX). Highlights from this new round of affiliate Technology Alliance Partners includes: CognitiveScale: CognitiveScale is an enterprise AI software pioneer that pairs humans and machines to radically simplify the development, deployment and management of their AI systems. This collaboration combines the power of AI and RPA to unlock the value of Intelligent Process Automation (IPA). CognitiveScale’s “Process Insights Agent” will be available on Blue Prism’s Digital Exchange (DX) to identify, manage, and predict process exceptions to drive greater efficiency and effectiveness. This will give enterprises the ability to generate insights and learn from existing documents and processes within a Blue Prism workflow. CognitiveScale will also add its “Customer 360 Agent”, the company’s next generation customer system-of-record system, to Blue Prism’s DX. “This is an important step in bringing Intelligent Process Automation to life,” says Akshay Sabhikhi, CEO of CognitiveScale. “Combining CognitiveScale's open, scalable and trusted AI systems with Blue Prism's connected-RPA capabilities will truly transform customer experiences and increase efficiency of business processes while reducing costs.” Kore.ai: Kore.ai provides best-in-class AI-powered chatbots utilising Natural Language Processing (NLP) models to understand intents and drive dialog flows using natural language conversations. The in-built service orchestration framework allows secured integration with backend enterprises systems to exchange information. With this integration, Kore.ai dialog flows can now connect to Blue Prism's connected-RPA platform, enabling enterprises to build-out context-aware business flows, driven by natural language conversations with customers, and accessible via 30+ voice and chat-based interaction channels. "We are taking Blue Prism’s intelligent automation capabilities and extending them to the end user, whether that be a consumer, a contact center agent or an employee," says Kore.ai's Founder and CEO Raj Koneru. "By adding AI and NLP capabilities into the mix, conversational AI bots with RPA further elevates the user experience and provides higher value automation for external and internal processes with new operational agility, to improve customer engagement and deliver new services. We look forward to collaborating with Blue Prism to drive even more innovation and disruption.” Shibumi: Founded in 2012, the world’s leading advisory firms and organisations rely on Shibumi to achieve their most strategic business objectives. Shibumi SaaS solutions enable programs to define targets, capture ideas and track delivery, all with a unique focus on benefits realisation. By integrating with the Blue Prism platform, the entire end-to-end impact/value of the automation program is now visible to the organisation’s stakeholders. “We’re excited to be a part of the Blue Prism community,” says Bob Nahmias, CEO, Shibumi. “The powerful combination of Blue Prism and Shibumi provides our mutual customers the ability to drive scale and maximise the value from their automation programs.” If you want to find out more about joining the Blue Prism Technology Alliances Program, please visit: https://www.blueprism.com/partners-and-services/become-a-partner. About Blue Prism In this digital era where start-ups are constantly disrupting markets, only the most agile and innovative enterprises survive and thrive. At Blue Prism, we pioneered Robotic Process Automation (RPA), emerging as the trusted and secure intelligent automation choice for the Fortune 500 and public-sector market. Now we bring you connected-RPA supported by the Digital Exchange (DX) app store—marrying internal entrepreneurship with the power of crowdsourced innovation. Blue Prism’s connected-RPA can automate and perform mission critical processes, allowing your people the freedom to focus on more creative, meaningful work. More than 1,300 global customers leverage Blue Prism’s digital workforce, empowering their people to automate billions of transactions while returning hundreds of millions of hours of work back to the business. Visit www.blueprism.com to learn more about Blue Prism (AIM: PRSM). Follow Blue Prism on Twitter @blue_prism and on LinkedIn. ### Media Contacts Sue Ralston Einsteinz Communications Ph: +61 02 8905 0995 sue@einsteinz.com.au