The PRWIRE Press Releases https:// 2019-05-12T22:05:08Z Domino’s Israel Selects Tanda for Workforce Success 2019-05-12T22:05:08Z domino-s-israel-selects-tanda-for-workforce-success Tel Aviv, Israel -- Tanda is proud to announce that Domino’s Israel will roll out it’s innovative workforce management software to 57 locations after a successful 3-month trial. The Tanda platform will be used to manage rostering, time and attendance and wage reporting for over 1,500 staff across Israel. Following an introduction from Domino’s Pizza International, and a review of existing implementations in Europe and Australia, a pilot program was commissioned across 6 stores. Rory Broadbridge, Senior Enterprise Solutions Consultant at Tanda, said that this expansion into Israel marks a significant move forward for workforce management nationally, not just at an organisational level. “This news reaffirms our belief that Domino’s franchisors (and franchisees) across the globe are the leaders in technology adoption for the benefit of their workforces. In Israel we will see Domino’s showcasing how an investment in software can optimise their processes and their bottom line.” Arie Elbaz, Domino’s Pizza Israel COO, said that with constant changes in labor costs, creating a good and stable crew is a major challenge for multi-unit businesses such as theirs.   “Tanda is the best solution to give our supervisors and store managers the monitoring capabilities they need to manage their labor budget and drive operational efficiencies" An initial trial commenced in late 2018, with Tanda representatives working alongside store managers from 4 locations to understand the platform, integrate with existing systems and providing technical support. Following a successful start, and quick realisation of wage cost savings, additional stores were added to the trial. Hebrew and Arabic translations of the software were developed for complete accessibility by all staff. In February 2019, the trial was a deemed a success; leading to the decision to introduce Tanda nationally throughout March. Tanda and Domino’s Israel will work together over the next few years to optimise operations nationally, develop new features, and support over 1,500 staff. * * * Tanda is a market leader in workforce management software, eliminating paperwork with products such as the selfie time clock, intelligent rostering system, automatic award calculator, attendance-to-payroll integration, Shift Swapping, and more. Operating in Brisbane, London, Los Angeles, and Manila, Tanda is committed to raising the quality of work around the world -- one shift at a time. To learn more, visit www.tanda.co. * * * For media enquiries please contact:Dan Etieldanetiel@tanda.co Synology Host Solutions Exhibition alongside Computex, 2019 2019-05-08T22:30:00Z synology-host-solutions-exhibition-alongside-computex-2019 Data lies at the core of every industry transformation. Synology provides a wide array of solutions to ensure business continuity. Join us to explore the data life cycle and discover infinite possibilities of file access, storage, and backup. Synology will be hosting its own Solution Exhibition alongside Computex 2019 and you're invited! Join Synology at their new HQ in Taiwan! Date: 29th May 2019 - 31st May 2019 Time: 10am - 6pm Venue: Synology HQ - TPKA in Taipei Far Eastern Telecom Park (1F, No.1, Yuandong Rd., Banqiao Dist., New Taipei City 220) 8-minute walk from the Far Eastern Hospital MRT station (Exit 3) For more information: https://event.synology.com/en-global/solutionexhibition_2019 If of interest and for RSVP, please contact: Shazana Roseli at shazana.roseli@taurusmarketing.com.au, John Wanna at john.wanna@taurusmarketing.com.au or Stacey Toskas at stacey.toskas@taurusmarketing.com.au +61 029415 4528 Genesys Taps Former Cisco, Microsoft and Skype Exec Tony Bates as CEO 2019-05-07T00:29:59Z genesys-taps-former-cisco-microsoft-and-skype-exec-tony-bates-as-ceo Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact centre solutions, today announced Tony Bates as its new Chief Executive Officer (CEO), effective immediately. Bates succeeds Paul Segre, who will continue with Genesys as Chairman of the company. “In my 12 years as CEO, I’ve had the privilege of working with the best team in the industry. We have repeatedly disrupted the market, most recently with our cloud and artificial intelligence (AI) innovations, and ended 2018 with $1.5 billion in revenue – our best year yet,” Segre said. “I couldn’t be more thrilled to step into a new role as chairman at this high point in the company’s history and welcome our new CEO, Tony Bates, at a time when there’s so much opportunity for Genesys.” Bates has decades of experience and success steering business-to-business and business-to-consumer companies through industry transitions and rapid scaling. This includes leading Cisco’s Service Provider business and growing its Enterprise and Commercial division to more than $20 billion in annual revenue. As CEO of Skype, Bates expanded the business to over 170 million connected users. Once Skype was acquired by Microsoft, Bates became President responsible for unified communications before serving as Executive Vice President of business development and developers. In addition to his role at Genesys, Bates will continue his appointments on the board of directors at both VMWare and eBay. The company also announced today that President Tom Eggemeier will transition into a new role as a partner at one of the company’s private equity investors, Permira. Presently, the Permira Funds and Hellman & Friedman own a combined majority stake in Genesys. “The opportunity to lead Genesys at this pivotal moment is truly an honour,” said Bates. “With its next-generation cloud business growing 85% year over year and rapid injection of AI throughout its customer experience platform, Paul and Tom have done an incredible job building Genesys into a market leader with a remarkable customer base. Especially noteworthy is its PureCloud offer, which is one of the fastest growing SaaS businesses ever, on par with high-growth companies like Zoom [1]. The immense opportunity ahead of us is clear, and I intend to ensure that we capitalise on it.” Brian Ruder, partner and co-head of Permira’s technology team commented, “With Tony at the helm, Genesys is poised to continue achieving record revenue, profitability, customer success and business impact in the market, building on the incredible foundation Paul and Tom established for the company. We are thrilled to keep working with Paul as chairman of Genesys, and to welcome Tom to Permira, where he will continue to help the Genesys team drive growth and bring his talents to our entire technology portfolio as well.” Tarim Wasim, partner at Hellman & Friedman said, “Tony brings years of proven success leading technology businesses as they navigate change and drive rapid growth. We welcome his energy, direction and leadership as Genesys builds on its recent momentum. We would also like to thank Paul and Tom for their stewardship, deep engagement and strong initiative in propelling Genesys forward as the undisputed leader in the customer experience market.” [1] Source: Based on publicly available financials from SEC filings (with exception of Genesys PureCloud) Zoom: Total revenue from FYE Jan 2017 to FYE Jan 2019 Genesys PureCloud: PureCloud revenue from FYE Dec 2017 to FYE Dec 2019 (budgeted) New Media App Launches To Kill Off The Press Release 2019-04-30T04:15:39Z new-media-app-launches-to-kill-off-the-press-release A new technology platform has launches tomorrow made just for you. This tech platform called Story Match® will change the way that you receive your story pitches. No more emails, no more press releases and no more hassling PRs (I promise not to be one of those…) First, watch this! In 1.5 minutes it will explain it all to you… Story Match® is a two sided market place App and Desktop platform that allows brands to pitch story ideas to journalists, at the same time allowing journalists to select only what topics of stories they want to receive. Journalists, like you, set up their profile using 6 simple steps. You can select from up to 50 industry tags (food, finance, lifestyle, tech, etc etc) and can localise by State and Territories. If there’s a match on industry tags then you see the pitch. Using swiping technology you can scroll through stories, swipe left if you don’t like the story or right if you do. If you swipe right, it will open an immediate and private chat between you and the person who posted the pitch. The best bit…. The pitches have limitations – so brands can only upload selected images, a headline and up to 500 characters to bring their pitch to life. They then select which industry tag their story is relevant to, and localise it. So now you don’t need to read any more press releases or receive any more pitches that you’re not interested in. Story Match® was developed to improve efficiencies in the media industry, and allow all brands, no matter how big or small the opportunity to get their brand noticed. The tech platform has been developed by Founder and Director of Polkadot Communications Dionne Taylor – who has worked both as a journalist and a PR for the last 15 years. Dionne is available for an interview to chat about this new and exciting platform, built just for YOU! If interested in speaking with Dionne, please get in touch. Greater Bank propels its digital transformation by moving to the cloud with Genesys 2019-04-15T06:24:40Z greater-bank-propels-its-digital-transformation-by-moving-to-the-cloud-with-genesys Greater Bank, an Australian customer-owned financial institution, has deployed the Genesys PureCloud® platform because of its flexibility, scalability and the ease with which it connects every customer interaction across channels, including voice, email, web chat, social media and SMS. PureCloud is an all-in-one cloud customer engagement and employee collaboration solution from Genesys (www.genesys.com/anz), the global leader in omnichannel customer experience and contact centre solutions. Greater Bank’s Head of Contact Centre, Natalie Lane, said the move to PureCloud was driven by the business’ goal is to empower customers by enabling them to access and use products and services when they want, and on the channels of their choice. “To provide this level of service, we needed to become the bank of tomorrow by undergoing a digital transformation. This started with moving our contact centre to PureCloud,” Mrs Lane said. Greater Bank has replaced its outdated, on-premise customer management software with the PureCloud platform to handle approximately 250,000 inbound calls annually and support more than 70 agents in a new, state-of-the-art customer experience hub in Newcastle, NSW. “We chose PureCloud because it allows us the flexibility to scale up as needed, tap into other features at no additional cost and gives our employees the capability to better facilitate our customers across time zones. To put it simply – PureCloud provides excellent value for money,” Mrs Lane continued. Greater Bank has earned a track record of excellence in customer service with recognition as Bank of the Year by Roy Morgan for two years running (2016 and 2017) and achieving consistently higher than average customer satisfaction ratings. The moment of truth came for Greater Bank when it conducted a pilot program which evaluated the platform’s robust capabilities. “In what could have been a period of disruption for both our employees and customers, we maintained our exceedingly high 9 out of 10 customer satisfaction rating when we tested PureCloud. This was the proof we needed,” Mrs Lane said. Greater Bank was also impressed with PureCloud’s speed of deployment, which took only six weeks from start to finish. “Despite the complexity of the project, the full deployment of PureCloud was fast and easy – from setting up call queues, building IVRs and training staff. We like that queue management has become simpler and new features are continuously delivered without interruption.” Mrs Lane also commented that PureCloud helped the bank take its reporting capabilities a big step forward. “The monitoring, call recording and live SLA reporting has opened the door for ongoing coaching opportunities for staff. We also have benefited from the real-time performance of our call queues.” “Our long-term goal is to continue driving innovation by adding new digital features, functionality and integrations. Our business model revolves around our customer, and we consider PureCloud a key differentiator for our continued success.” Launched globally in 2015, the PureCloud platform is a unified, all-in-one customer engagement and business communications solution that is proven to provide a return on investment (ROI) nearing 600 percent* in three years and payback in less than three months. A true cloud offering based on microservices architecture, PureCloud is flexible, open, feature-rich, and built for rapid innovation, providing organisations with a future-proof solution for quickly scaling to meet customer growth. *A commissioned Total Economic Impact (TM) of Genesys PureCloud study conducted by Forrester Consulting on behalf of Genesys, December 2017. Greater Bank underpins local growth and development with global cloud technology from Genesys 2019-04-15T01:51:59Z greater-bank-underpins-local-growth-and-development-with-global-cloud-technology-from-genesys Greater Bank, an Australian customer-owned financial institution, is rejecting the recent trend to send customer service roles offshore, and has deployed the Genesys PureCloud® platform to create business efficiencies, enhance customer experience and cultivate its local workforce. Due to its flexibility and the ease with which it connects interactions across all channels, the PureCloud platform has helped Greater Bank improve customer and employee collaboration, simplifying the communication process. The innovative solution from Genesys, the global leader in omnichannel customer experience and contact centre solutions, was deployed to replace Greater Bank’s on-premise customer management software. The PureCloud platform supports more than 70 agents and handles approximately 250,000 inbound calls annually to Greater Bank’s new, state-of-the-art customer experience hub in Newcastle, NSW. Increased job satisfaction, flexible working conditions and locations are also made possible with the scaleable and fully integrated platform, leading to an evolution in the Hunter Region workforce. Greater Bank’s Head of Contact Centre Natalie Lane, said the business was looking for a solution that would benefit both customers and employees. “We needed a system that would empower our customers to access and use our products and services when they want and on the channels of their choice. Equally, to retain and attract talent, we required a solution that was easy to use and could provide our team the flexibility to work wherever they needed,” Mrs Lane said. “To provide this level of service, we knew we needed to become the bank of tomorrow by undergoing a digital transformation. This started with moving our contact centre to PureCloud. “We chose PureCloud because it allows us to scale our contact centre operations in line with call volumes, tap into other features at no additional cost and gives our employees the capability to better facilitate our customers across timezones. To put it simply – PureCloud provides excellent value for money,” Mrs Lane said. Greater Bank has earned a track record of excellence in customer service with recognition as Bank of the Year by Roy Morgan for two consecutive years (2016 and 2017) and consistently achieving higher than average customer satisfaction ratings. The moment of truth came for Greater Bank when it conducted a pilot program which evaluated the platform’s robust capabilities. “In what could have been a period of disruption for both our employees and customers, we maintained our exceedingly high 9 out of 10 customer satisfaction rating when we tested PureCloud. This was the proof we needed,” Mrs Lane said. Greater Bank was also impressed with PureCloud’s speed of deployment, which took only six weeks from start to finish. “Despite the complexity of the project, the full deployment of PureCloud was fast and easy – from setting up call queues, building IVRs and training staff. We like that queue management has become simpler and new features are continuously delivered without interuption.” “Our long-term goal is to continue driving innovation by adding new digital features, functionality and integrations. Our business model revolves around our customer, team and community, and we consider PureCloud a key differentiator for our continued success.” Launched globally in 2015, the PureCloud platform is a unified, all-in-one customer engagement and business communications solution that is proven to provide a return on investment (ROI) nearing 600 percent* in three years and payback in less than three months. A true cloud offering based on microservices architecture, PureCloud is flexible, open, feature-rich, and built for rapid innovation, providing organisations with a future-proof solution for quickly scaling to meet customer growth. *A commissioned Total Economic Impact(TM) of Genesys PureCloud study conducted by Forrester Consulting on behalf of Genesys, December 2017. Genesys Extends Google Cloud Contact Center AI Integration Across All Three Customer Experience Platforms 2019-04-11T01:00:00Z genesys-extends-google-cloud-contact-center-ai-integration-across-all-three-customer-experience-platforms Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact centre solutions, is extending its integration with Google Cloud Contact Center AI across all three of its platforms – Genesys PureEngage™, PureConnect™ and PureCloud® – this quarter. Differentiated by native telephony, omnichannel orchestration and agent desktop offerings, Genesys provides businesses the rare advantage to implement bots and automation using Google Cloud Contact Center AI without introducing the complexity of third-party integrations. The company is already working with existing customers running on each of its platforms to integrate Google Cloud Contact Center AI, including a leading global ridesharing company, one of the world’s top five largest automobile manufacturers and a Fortune 500 U.S. department store. As showcased last year at Google Cloud Next ’18, Genesys was one of the first partners to integrate with Google Cloud Contact Center AI. Genesys is now helping multiple enterprise-level organisations leverage this technology through its early adopter program. In fact, Genesys is one of the only vendors to support an integrated end-to-end Google Cloud Contact Center AI solution for small, medium and large enterprises across both cloud and on-premises deployments. “The launch of Google Cloud Contact Center AI was a game-changer for the industry,” said Paul Lasserre, Vice President of Product Management for Artificial Intelligence (AI), Genesys. “Businesses leveraging Genesys solutions have already identified hundreds of use cases for this powerful technology to provide holistic value across marketing, sales and services contexts.” The Genesys integration with Google Cloud Contact Center AI enables AI-powered virtual assistants to intuitively handle routine calls and chats or escalate an interaction to an employee when needed. Lasserre added, “Now any business using our customer experience platform can easily put their AI strategy in motion leveraging Google Cloud and Genesys. Our AI capabilities, including Predictive Routing, coupled with Google Cloud Contact Center AI enables businesses to better support employees and care for customers.” “Contact Center AI empowers enterprises to use AI to complement and enhance their contact centers,” said Rajen Sheth, the Director of Product Management for Google. “Google Cloud's goal is to make it as easy as possible for our customers to use AI for contact centers through our relationships with key partners like Genesys.” See Google Cloud Contact Center AI and Genesys in action during Google Cloud Next '19 in San Francisco from April 9 to 11. Visit Genesys booth S1723 to learn how to leverage natural language processing to rapidly help customers and employees in real-time. 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, the Genesys logo, and Genesys PureCloud 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 Genesys Recognises Australian Partners for Outstanding Achievements 2019-04-02T05:26:57Z genesys-recognises-australian-partners-for-outstanding-achievements Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact centre solutions, awarded their coveted Asia Pacific Partner of the Year 2018 to Australian firm, Telstra Corporation, during the annual Genesys APAC Partner Conference held 6-9 March 2019, in Chiang Mai, Thailand. The conference is an opportunity for partners to get an inside view into the company’s future growth strategy and hear about its latest offerings and innovations. On receiving the Asia Pacific Partner of the Year 2018 award, Jeff Wise, Head of Customer Engagement, Global Product at Telstra Corporation said, “We appreciate this recognition and look forward to strengthening our collaboration. Our partnership with Genesys over the last 15 years has been a significant one which will continue to grow as the demand for cloud based customer experience solutions from our customers continues to increase.” George Aprane, Vice President of Channels and Alliances at Genesys, said, “The convergence of digital, artificial intelligence and the cloud has ushered in a huge opportunity in the customer experience market. Our partners will continue to play a significant role in our go-to-market strategy as we help businesses in Asia Pacific take advantage of the significant return on investment the cloud offers.” Australian firm, QPC, won the Asia Pacific award for the PureCloud Platform Iconic Win Partner of the Year due to their tenacity and commitment to delivering a modern omnichannel customer experience platform to a range of Australian businesses. Scott Chambers, Managing Director at QPC, said, “QPC are honoured to receive the Genesys APAC Partner award for the PureCloud Platform – Iconic Win Partner of the Year. “It is a testament to an excellent partnership built over many years. We are looking forward to achieving even greater success as our industry and customers adopt new deployment models and technologies in which Genesys and their partners are leading the way.” This year’s Best Performing Partner award recipients include: Partner of the Year 2018 - Asia Pacific: Telstra Corporation PureCloud Platform - Iconic Win Partner of the Year 2018 Asia Pacific: QPC PureCloud Platform - Application Innovation Partner of the Year 2018 Asia Pacific: Itochu Techno-Solutions Corporation Innovative Partner of the Year 2018 Asia Pacific: Shanghai Egoo Networks Co. Ltd. Disruptor Partner of the Year 2018 Asia Pacific: The Customer Experience Labs Partner of the Year 2018 Australia & New Zealand: Spark New Zealand Partner of the Year 2018 – Greater China: eSOON China Ltd. Partner of the Year 2018 – India: SmartConnect Technologies Pvt. Ltd. Partner of the Year 2018 – Japan: Itochu Techno-Solutions Corporation Partner of the Year 2018 – Korea: Hansol Inticube Inc. Partner of the Year 2018 – South East Asia: CMC Saigon System Integration Co. Ltd. Genesys remains committed to helping its partners grow their business and increase profitability and will continue introducing programs to help its ecosystem achieve greater success. It currently numbers more than 1,200 partners worldwide, representing a mature and broad range of skills to ensure successful deployments and superior support and service for its customer engagement solutions. For more information about the Genesys Partner Network, visit: http://www.genesys.com/partner-network. 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. For more information about the Genesys Partner Network, visit: http://www.genesys.com/partner-network. 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 Genesys Recognises New Zealand Partner for Outstanding Achievements 2019-03-27T02:43:39Z genesys-recognises-new-zealand-partner-for-outstanding-achievements Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact centre solutions, awarded Spark New Zealand, Partner of the Year 2018 Australia & New Zealand, during the annual Genesys APAC Partner conference held 6-9 March 2019, in Chiang Mai, Thailand. The Conference is an opportunity for partners to get an inside view into the company’s future growth strategy and hear about its latest offerings and innovations. Upon receiving the award for Australia and New Zealand Partner of the Year 2018, Peter Vincent, Spark’s Voice and Collaboration Lead, said, “We are delighted to be recognised as the 2019 Genesys Partner of the Year for the Australian and New Zealand region.” “This award reflects the collaboration, momentum and achievements of the Spark and Genesys partnership over the past 12 months. We look forward to continuing to work together to offer a range of cloud based customer experiences and employee engagement solutions to New Zealand Organisations,” said Vincent. George Aprane, Vice President of Channels and Alliances at Genesys said, “The convergence of digital, artificial intelligence and the cloud has ushered in a huge opportunity in the customer experience market. Our partners will continue to play a significant role in our go-to-market strategy as we help businesses in Asia Pacific take advantage of the significant return on investment the cloud offers.” This year’s Best Performing Partner award recipients include: Partner of the Year 2018 - Asia Pacific: Telstra Corporation PureCloud Platform - Iconic Win Partner of the Year 2018 Asia Pacific: QPC PureCloud Platform - Application Innovation Partner of the Year 2018 Asia Pacific: Itochu Techno-Solutions Corporation Innovative Partner of the Year 2018 Asia Pacific: Shanghai Egoo Networks Co. Ltd. Disruptor Partner of the Year 2018 Asia Pacific: The Customer Experience Labs Partner of the Year 2018 Australia & New Zealand: Spark New Zealand Partner of the Year 2018 – Greater China: eSOON China Ltd. Partner of the Year 2018 – India: SmartConnect Technologies Pvt. Ltd Partner of the Year 2018 – Japan: Itochu Techno-Solutions Corporation Partner of the Year 2018 – Korea: Hansol Inticube Inc. Partner of the Year 2018 – South East Asia: CMC Saigon System Integration Co. Ltd. Genesys remains committed to helping its partners grow their business and increase profitability and will continue introducing programs to help its ecosystem achieve greater success. It currently numbers more than 1,200 partners worldwide, representing a mature and broad range of skills to ensure successful deployments and superior support and service for its customer engagement solutions. For more information about the Genesys Partner Network, visit: http://www.genesys.com/partner-network. -end- 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. About Spark As New Zealand’s leading digital services company, Spark New Zealand’s purpose is to help all of New Zealand win big in a digital world. Spark provides mobile, broadband and digital services to millions of New Zealanders and thousands of New Zealand businesses. For more information, or to request an interview please contact: 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 The power of Customer Lifetime Value and why 87% of Asia-Pacific SMBs see benefit in the cloud: Frost & Sullivan research 2019-02-26T04:52:15Z the-power-of-customer-lifetime-value-and-why-87-of-asia-pacific-smbs-see-benefit-in-the-cloud-frost-sullivan-research Genesys® (www.genesys.com/anz), the global leader in omnichannel customer experience and contact centre solutions, has released a new report which reveals half of small and midsize businesses (SMBs) surveyed in Asia-Pacific view the cloud as the most efficient way to optimise the customer journey and reduce business challenges associated with legacy infrastructure, integration and costs. In fact, 87% of SMB participants are considering a move to the cloud to ensure lower CAPEX, reduced total cost of ownership, flexibility, scalability, ease of use and a fast deployment. Genesys commissioned Frost & Sullivan (F&S), a global business consulting firm involved in market research, to survey more than 400 business and IT decision makers across Asia-Pacific to uncover emerging customer experience technology trends. The survey, titled Asia-Pacific SMB Customer Service Trends, analysed SMBs’ business impact, priorities, and technological maturity. While there is a definite market appetite for cloud-based solutions, the study found respondents rate a wide range of other emerging technologies as higher priorities in the next one to two years. SMBs surveyed ranked an omnichannel strategy as having the most immediate impact on business, with 51.4% desiring a solution that delivered a connected customer journey across both voice and digital channels. This is followed by accessibility and mobility solutions and applications of artificial intelligence (AI) such as machine learning and digital assistants. Gwilym Funnell, Managing Director of Genesys Australia and New Zealand, shared why it’s vital for SMBs to prioritise transitioning to the cloud. “SMBs often list legacy infrastructure, integration complexities and high cost as the biggest hindrances in allowing them to modernise their customer service delivery with digital channels, chat and voice bots, automation and more. With a modern cloud platform as the foundation of their customer experience strategy, SMBs will have the infrastructure needed to rapidly access new technologies and benefit from an expedited speed-to-market without the need for massive upfront investment and significant in-house IT resources. “Choosing a partner like Genesys with a proven cloud-based customer experience platform packed with capabilities, like omnichannel, artificial intelligence and analytics, enables SMBs to compete with even the largest organisations. It also ensures smaller businesses can deploy new technology quickly, helping to reduce costs overall and realise tangible value almost immediately,” said Mr Funnell. Key focus on customer lifetime value and employee engagement The study also showed one in three SMBs put Customer Lifetime Value (CLV) ahead of customer satisfaction and customer loyalty, indicating greater market maturity. This is followed by better employee engagement and satisfaction. However, despite the buzz surrounding new digital capabilities and the fact that 60% of respondents agree that a solid customer service strategy is indispensable to gaining a competitive advantage, the study showed SMBs in Asia-Pacific are cautious in their approach. Over 52.3% of respondents believe that digital disruptions occurring across industries would only have minimal impact on their customer engagement strategy. With the exception of Australia, New Zealand and India, SMBs in most of the 13 countries polled shared a similar perspective. Funnell commented on SMBs more cautious approach to adopting digital in the Australia and New Zealand (ANZ) region, “SMBs in the Asia-Pacific region tend to have a wait-and-see attitude towards implementing new technologies for customer interactions due to often constrained technical resources and budget. This disconnect is limiting SMBs’ ability to stay ahead of their customers’ expectations and differentiate from competitors. With our proven migration path to the cloud, Genesys has made it easy and fast for SMBs to propel their customer experience forward by accessing new technologies that enable them to produce the business results that count the most, like increased revenue, sales and customer satisfaction,” said Mr Funnell. Learn more about insights from the survey and how SMBs can transform their customer experience strategy by leveraging the cloud, digital channels and AI in a webinar on Thursday 14th March at 2:30pm AEDT. Register now. Genesys PureCloud in hypergrowth with 130% jump in revenue 2019-02-07T00:21:30Z genesys-purecloud-in-hypergrowth-with-130-jump-in-revenue Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact center solutions, announced this week its cloud sales have risen 32% year-over-year. The cloud business growth spans all market segments with 70% gains in the mid-market, 50% in small-and-medium sized enterprises, and 30% in large enterprises1. While sales are up across the company’s cloud offering, the Genesys PureCloudâ platform stands out for its hypergrowth, with sales more than tripling since 2016. PureCloud’s rapid expansion and impressive sales momentum has accelerated beyond the fastest growing SaaS platforms including Workday, Zendesk, ServiceNow and others2, with a projected annual revenue growth rate of nearly 130% since 2017. In addition, PureCloud’s customers have benefited from over 300 new enhancements delivered in the last two years alone. Genesys strengthens customer portfolio with cloud wins In 2018, the company’s global cloud deals valued at US$1M or more increased by 110% over the previous year. Many of these resulted from the Genesys PureBridge program, which has helped nearly 1,200 companies smoothly transition off legacy, on-premises systems from vendors including Avaya and Cisco to a modern customer experience platform by Genesys. Westpac New Zealand benefits from reduced infrastructure costs and call transfers One such customer is Westpac New Zealand, one of the nation’s largest banks, who reduced infrastructure costs and increased outbound customer care calls by 100 percent. Westpac realised a rapid time-to-value ratio, and its first customer care agents were up and running just three months after a decision to deploy Genesys PureCloud. Westpac New Zealand’s Head of Contact Centres Jason Lock said,“We wanted to zig while the world was zagging, and the truth is not many banks are using true cloud hosted telephony platforms.” After switching to the Genesys PureCloud platform, Westpac New Zealand has dramatically improved customer experience and net promoter scores. Strength in numbers For the last two years, Genesys has closed more than three deals per day to replace an antiquated system from a competitor, with more than 700 coming from Avaya alone. Notably, more than half of all displacements moved to a Genesys cloud solution in 2018. Genesys partners have been instrumental in driving this momentum accounting for 86% of new signings, as channel sales grew by more than 250% over last year. Leading global brands leverage Genesys to achieve businesses outcomes Paul Segre, chief executive officer at Genesys said: “With hundreds of migrations from on-premises to the cloud, companies are choosing Genesys because of our track record of delivering value and continuous innovation.. “Our customers understand how intertwined digital channels, AI and the cloud have become – and they want to work with a strategic partner that can solve these needs holistically.” Householdnames that have recently moved to Genesys offerings are realising tremendous returns, such as: Coca-Cola Business Services North America, the world’s leading beverage company, reduced its total cost of ownership by 50%. Heineken Mexico improved call effectiveness by over 40%, sales success by 6% and agent efficiency resulting in a 1.5 hour per agent reduction in the workday. Segre further explained, “We understand that for our customers to excel in their markets, they need faster time-to-value. That means they need to innovate and adopt AI along with other new technologies, deliver better customer experiences, make their employees’ jobs easier, increase sales, and reduce costs. With the cloud, we’re enabling them to meet these goals faster and more cost effectively than ever.” In the last year, Genesys has made significant strides to facilitate its customers’ success including: Faster deployments and migrations: With more than 100 prescriptive use cases, both on-premises and cloud, Genesys has cut customer deployment time in half. Genesys cloud customers with highly complex requirements are now typically live in less than six months. Enhanced speed-to-market: The Genesys shift to DevOps and a microservices architecture enables customers to adopt innovation faster and achieve business results sooner. Investment in innovation: Genesys commits more than $250 million annually in research and development (R&D) so customers can access innovative solutions that address the next wave of change – whether in consumer behavior, technology advancements or industry shifts. Find out more about Coca-Cola Business Services North America’s journey to the cloud with Genesys. 1 Genesys defines mid-market as companies with under 3,000 employees; small-and-medium sized enterprises as companies with 3,000-10,000 employees; and large enterprises as companies with 10,000 employees or more. 2Source: Based on publicly available financials from SEC filings (with exception of PureCloud) Twilio: Total revenue from FYE Dec 2013 to FYE Dec 2015 Netsuite: Total revenue from FYE Dec 2004 to FYE Dec 2006 ServiceNow: Subscription revenue from FYE Jun 2009 to FYE Jun 2011 Zendesk: Total revenue from FYE Dec 2011 to FYE Dec 2013 Workday: Total revenue from FYE Dec 2009 to FYE Jan 2012 (37 months) PureCloud: PureCloud revenue from FYE Dec 2017 to FYE Dec 2019 (budgeted) Online Developer Expert Explains Top Design Elements For Fast Website Building and Web Development in Port Macquarie 2019-02-01T06:26:14Z online-developer-expert-explains-top-design-elements-for-fast-website-building-and-web-development-in-port-macquarie The latest website design elements are telling. People are going bigger and bolder, but ease of navigation and near-instant gratification are still tops. So says Oliver (“Ollie”) Brooke, CEO of Cloud Concepts, a NSW web design company.“Visual impact is huge,” he says, “but I’d like to remind businesses that people go online for information first and eye-candy only comes second.”Nobody likes to seem dated, so we talked website design to Ollie and extracted what we think are the top design elements his clientsare asking for right now.Big Fonts, Unique Fonts, Varied FontsNow, more than ever, people are using different font sizes to draw the eye and get the most important facts across. They’re also looking for unique fonts, although Ollie warns us against getting overly creative: “It needs to be easy to read,” he says.However, he notes that web designs are starting to use text as “informative artworks,” that get people reading just because they’re a pleasure to look at.Large, Sometimes Responsive Hero Images with Text OverlayThis is something you’ll see a lot these days, and failing to have big, showy images might just create the impression of being dated just because this trend is so popular. Again, Ollie warns that we shouldn’t get so carried away with creativity that we forget our website visitors want information.However, a striking hero image with a few words of text announces a web page or blog topic much more effectively than a conventional line of text. Just keep the “at a glance” rule in mind. If people have to think to see what your website is about, you’re getting it wrong.Video, Video, VideoWith connection speeds getting faster and more reliable and coverage improving, watching videos online is no longer a costly trail of patience. Predictably, websites are getting moving with a TV-like approach following on the magazine-like look we’ve been used to in the past.Market research shows massive impact for video – far more than text or images, so smart designers are popping videos into websites to make a big impression.Hamburger MenusAt first, hamburger menus were solely used in mobile apps. But the compact, “invisible” menus come in handy for websites too – especially if you have a fairly extensive menu of navigation options.“A couple of years ago, a lot of people didn’t even know what to do with the hamburger menu icon, but by now, everyone’s familiar with it. Making information easy to find is one of your top goals, and this is a trick that can help you get there,” says Ollie.Huge or Magnifiable Product ImagesIn many instances, people prefer to shop offline because they can get a closer look at the products they’re buying in-store. E-commerce sites are overcoming that with responsive images that allow you to view the product from various angles and at various magnifications.It can also be useful when you are explaining the technical features of a product and want users to understand what to look for and where.Clean, Simple, NavigableOllie says that the best way to describe a modern website is that there’s nothing to detract from its message. “People are starting to realise that a lot of elements and extras aren’t necessarily a good thing. Less is more. The focus is on information, and the images and videos are there to bring the point over visually.”If you think your website is starting to look a little dated, Ollie will be happy to take a closer look. “All website designs need updating from time to time,” he says.If you’d like to find out more about Cloud Concepts and Ollie’s approach to website design, online marketing or learn more about Outstanding Website Design | Cloud Concepts visit his website. After all, it’s the best place to begin.Syndicated by Baxton Media. Sydney Web Design Expert Explains How Smaller Businesses Can Gain the Best Marketing Synergy Online With Website Algorithms in Port Macquarie 2019-01-31T06:24:37Z sydney-web-design-expert-explains-how-smaller-businesses-can-gain-the-best-marketing-synergy-online-with-website-algorithms-in-port-macquarie NSW-based web designer, Oliver (“Ollie”) Brooke says that one of the reasons why most small brick and mortar businesses aren’t gaining traction with their online marketing is because they fail to create synergy in their marketing efforts. He believes that businesses can get more effective marketing done in less time and for a lower investment – but they do need some help.Not Always ObviousWhile there’s a lot to do if you want to become the next local hero in your line of business online, it’s not an impossible feat. Some tasks need only be done once. Others need to be done periodically, and some must be frequent routines. Some, like maintaining your website and social media platforms are obvious, while others are less so.As an example, says Ollie, you have an online presence that includes things like your business’s address and contact details. You might not even be aware that information is out there. If it isn’t correct or conflicts with information elsewhere online, there are search engine penalties because the algorithms are no longer sure what’s correct.“It’s little things like this that can hurt even the best efforts when you try your hand at marketing your business online,” says Ollie.Drive Traffic. Save TimeDespite the ins and outs and technicalities, however, Ollie says it’s perfectly feasible to deliver a unified message across social media platforms and drive traffic to small business websites.The website itself should be up to date, mobile friendly, easy to navigate, and able to give the visitor information they need about the business and what it can do. And as soon as valuable information is added, it’s time to hit social media, and send out an email campaign.“You can get an enormous amount of mileage out of every single thing that you do online if you know how,” says Ollie. “But it’s important to work strategically, and you need to follow up on analytics. If you aren’t adding value for your audience, you need to rethink.”Get the Online Marketing Tech Right – and MorePart of the problem that small businesses have with online marketing is compartmentalisation of the different things involved in turning an online presence into a powerful marketing machine. “You have the web design guys, and the SEO guys, and the marketing guys, and the social media guys, and the copywriters and so on,” says Ollie. “And that’s the problem with marketing right there. That’s why I chose to do it all under one roof.”If you want the tech to be right, you need it to meet your marketing goals, says Ollie. Trying to separate web design from marketing doesn’t work. To get synergy, every online element and platform must function together perfectly, targeting the same goals. When it does, you get more out than you put in. “That’s what synergy’s about,” says Oliver.If you’d like to find out more about Cloud Concepts and Ollie’s approach to website design, online marketing or learn more about Let’s Talk About Your Website | Cloud Concepts visit his website. After all, it’s the best place to begin.Syndicated by Baxton Media. Online Building Solutions For Managed Web Design Software From Best Website Developer in Port Macquarie NSW 2019-01-30T06:22:50Z online-building-solutions-for-managed-web-design-software-from-best-website-developer-in-port-macquarie-nsw There may have been a time when small businesses could duck tech terminology, but those days are gone says the web developer behind Cloud Concepts, Oliver (Ollie) Brooke. Choosing between software as a service (SAAS) and managed software as a service is among the biggies, and opting for what seems like the simplest solution might not result in optimum outcomes.Software as a service means just that. The client gets a program, and puts it to work. It could be payroll software, or it could be software used to design a website. The user has to find ways to get what he or she wants within the operating confines of a one-size-fits-all software scenario.Managed software as a service means that the software is built, maintained, and managed just for you.SAAS Has Advantages – and DisadvantagesThe “mass produced” options offered in SAAS packages could be just the thing for your business – but not your website, says Mr Brooke. “It depends on what the package does and what you want it to do. For example, if all you need is basic payroll software and your payroll needs are the same as those of most other businesses, then there’s no need for customisability.”But, says Brooke, websites are different. “Just because you can build a website doesn’t mean that you should, especially if you’re running a business. Using an expert to guide you and the decisions about what to put on your website is vital.”“On-size-fits-all might present some minor inconveniences when you’re just doing something routine like payroll – now imagine how cumbersome it gets when you’re trying to express something unique like what your business can do for its customers.”Having a Website vs having a Website That Helps Your ClientsBrooke won’t deny that you can have a website using SAAS products, but he says that just having a website isn’t an end in itself. “A lot of people see a website as a showcase for their businesses. They’re wrong. A website shouldn’t be a static exhibit and it isn’t about you. Instead, it should work as a dynamic electronic entity that serves your clients.”SAAS websites are easy to spot, says Brooke. They get set up, and their owners, satisfied that they now have a website, leave it at that. “Unfortunately, those websites become dead online real estate. Even supposing that clients or prospective clients find them, they won’t necessarily find the information they need or be interested in supporting that business.”Small Businesspeople: One Entrepreneur, Many HatsThose who have run their own small businesses know how many roles they need to learn. A small business owner must be willing to tackle functions that are performed by entire departments staffed with specialised personnel in larger businesses. And the business of doing business isn’t getting any simpler.Increasingly, business thinkers are pointing towards outsourcing as the way small companies can achieve excellence in areas outside their core businesses. “You don’t have to do it all yourself,” says Brooke, “in fact, you shouldn’t try. Unless you’re doing something that’s absolutely bog standard, SAAS is for people who are still stuck in a rut where they try to do everything themselves. Why not spend more time on the things you’re really good at, and get the rest done professionally? Your customers will notice the difference!”Cloud Concepts is a web development company serving clients across Australia. Its proprietor, leading web development expert Ollie Brooke, is especially passionate about helping small and medium enterprises to market themselves online. “It’s where your customers are,” he says.If you’d like to contact Ollie Brooke about website design, managed software or learn more about Let’s talk About Your Website | Cloud Concepts visit his website. After all, it’s the best place to begin.Syndicated by Baxton Media. Get The Most Out of Online Web Design Presence Says Affordable Website Developer Expert For Small Businesses in Port Macquarie NSW 2019-01-29T06:20:30Z get-the-most-out-of-online-web-design-presence-says-affordable-website-developer-expert-for-small-businesses-in-port-macquarie-nsw Businesses are discovering that they need more than presence on the high street, but Australian SMEs have been slow to get started with building an online presence. “People are changing the way they shop,” says website designer Oliver (Ollie) Brooke, proprietor of Cloud Concepts, “and in Australia, the realisation is only just beginning to dawn among small and medium-sized businesses.”But, Ollie warns, just having a website isn’t enough. He equates a business’s website to its shopfront: “You maintain your shopfront,” he says, “you put new stock in the window for passers-by to see. You show which brands you can supply, and you keep it looking fresh because you want to attract attention. You need to do something like that with your website too.”Ollie’s shopfront analogy may be nearer the mark than it may seem. People’s shopping habits no longer include a leisurely stroll down the shopping street and the willingness to visit several stores before finding what they need. Instead, up to 81 percent of people will do an online search before they head out on a shopping expedition.Clearly, it makes sense to have a website. But, says Ollie, it doesn’t end there. Just because you have a website doesn’t mean you’ve arrived. And if you thought your prospective customers were the only ones to win over, you’re mistaken. Search engines are smart. They’re programmed to give users what they want, and if you aren’t sending them the right signals, your business won’t feature in search.“A lot of people think there are a bunch of tricks they should be using,” says Ollie, “but there isn’t a magic formula. Instead, it comes down to being user-friendly, relevant, local, and active. These are the three things that search engines are looking for, but a lot of businesses are missing the point.”When it comes to making the most of an online presence, Ollie says that activity and user friendliness are among the biggest stumbling blocks. “Search engines don’t want to direct users to sites they can’t navigate. Mobile browsing is huge, and mobile friendliness is a criterion if you don’t want to end up with a website that is, to all intents and purposes, invisible.”Search engines also don’t want to direct users to businesses that have already closed their doors. “A dead website where nothing is ever updated tells search engines your business might be dead too,” explains Ollie. “You do need to add fresh content from time to time, otherwise you aren’t going to feature when people plan their shopping trips.”Ollie says that keeping a website current doesn’t need to take a lot of time – but small businesses are inclined to overlook basics like checking analytics – and they rarely add fresh content. Just having a website is a good start, but you can’t leave it at that and expect it to be an effective marketing vehicle.There’s no rule of thumb that works for everyone. Ollie recommends that businesses work with experts who will be able to advise them on how to make an impact and keep on doing so. People shop differently these days, and we need to move with the times. For a brick and mortar store, you talk to property agents. For your online presence, your web designer is the specialist you need in your corner.Ollie Brooke is director of a full-service website design company, Cloud Concepts. He applies his philosophy of putting customer convenience first to the websites he designs. If you’d like to contact Ollie Brooke about website design or learn more about Great Websites For Small Businesses visit his website or call +61432 362 637.Syndicated by Baxton Media.