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.” 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 Telcoinabox supports RSPs with refreshed mobile plans 2019-06-11T22:30:00Z telcoinabox-supports-rsps-with-refreshed-mobile-plans Sydney – 12 June 2019 – Telcoinabox, the leading provider of service aggregation in the Australian wholesale telecommunications market and part of MNF Group, today announced the introduction of a new range of data-rich plans. Telcoinabox’s revamped offering will give telco providers access to competitive wholesale pricing, complementing its product suite of hosted voice and data products at a time ripe for renewal. The disconnection of copper and ISDN services from the end of September this year in Australia presents an opportunity for wholesale resellers of telecommunication services. In light of the upcoming changes, Telcoinabox has updated its mobile plans across the board to deliver greater value and better complement the service providers’ existing products, helping them to stay ahead of the competition in a dynamic market. “Telcoinabox prides itself on helping service providers offer the best plans and service to their customers. We are in constant contact with our customers to understand their needs and ensure the product suite is relevant to the market they serve,” Telcoinabox Chief Executive Officer Ritsa Hime said. New plans will include up to 60GB of data and unlimited calls to 10 countries, providing Telcoinabox customers access to a quality offering for data-hungry end-users. “The market is constantly changing, and our offering empowers customers to maximise opportunities that come with the copper and ISDN disconnections. With Telcoinabox’s full communications product portfolio, including the new mobile plans and the white-label cloud phone system solution, we enable our customers to stay ahead of the curve and grow their market share,” MNF Group Chief Commercial Officer Jon Cleaver said. Telcoinabox’s mobile offerings are provisioned and billed through its state-of-the-art proprietary Octane software platform which facilitates service providers to quickly go to market – under their own brand – and bring customers onboard fast. Telcoinabox was acquired by MNF Group in December 2018. /ENDS About Telcoinabox Telcoinabox is recognised as the industry-proven provider of service aggregation in the Australian wholesale telecommunications market, providing services to over 500 wholesale customers. Telcoinabox offers an end-to-end suite of white label telecommunications products with proprietary operational and business support system management. Telcoinabox is part of the MNF Group, one of Asia-Pacific’s fastest growing technology companies. Listed on the ASX since 2006, it is now twice the winner of the Forbes Asia-Pacific “Best under a Billion” award. MNF develops and operates a global communications network and software suite enabling some of the world’s leading innovators to deliver new-generation communications solutions. For further information about Telcoinabox visit: https://www.telcoinabox.com.au/ For further information please contact: Sue Ralston Einsteinz Communications T: (02) 8905 0995 E: sue@einsteinz.com.au 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. Polkadot Communications Wins Two Global Clients 2019-06-02T22:59:12Z polkadot-communications-wins-two-global-clients Polkadot Communications has won two global travel clients, one of the world’s most famous buildings, the Empire State Building in New York, and the world’s leading hostel-focused online booking platform, Hostelworld. Both clients bolster the agency’s existing strong travel portfolio. The wins, both competitive pitches, will see the agency deliver communication programs for both brands that cross innovation and marketing borders. Anna MacIntosh, General Manager of Polkadot Communications, said, “Both wins mark a huge milestone for the agency in building our global credentials and continued growth in 2019. We are incredibly excited to be chosen as agency of record for two global brand powerhouses.” Owner of Polkadot Communications, Dionne Taylor, said, “As the agency evolves, now in our 13th year, we’re so proud to work with globally recognised brands and further grow our experience in the travel sector. We especially respect the fact that both clients opted for a boutique agency rather than a global agency in their selection process.” Maryline Goldman, Global Head of PR & Communications, said, “We’re very excited to partner with Polkadot Communications to showcase the booming hostel industry. Australia is a key strategic market for us, and Aussies love to travel and connect with new cultures, so we’re very happy to have the right agency onboard for this journey.” Polkadot Communications clients include: Sydney Harbour Federation Trust, Palmer’s, The Fitness Show, Athena Home Loans, PagerDuty, BaseUp, Tasman Eco, Stack Panel, Freddy, The Mulia, Mulia Resort & Villas – Nusa Dua, Bali. Ricoh Unveils New Intelligent Devices To Meet The Evolving Needs of Businesses Looking To Future-Proof Their Organisations 2019-05-29T02:36:07Z ricoh-unveils-new-intelligent-devices-to-meet-the-evolving-needs-of-businesses-looking-to-future-proof-their-organisations Sydney, 29 May 2019 - Ricoh Australia has announced the launch of its new series of Intelligent Devices to meet the constantly changing needs of today’s digital workplaces. The range is part of Ricoh’s Dynamic Workplace Intelligence approach and features Ricoh’s new Always Current Technology, ensuring the capabilities of solutions evolve with customer requirements. Ricoh unveils new Intelligent Devices The Dynamic Workplace Intelligence platform enables people to work more efficiently through the use of technologies that deliver scalable, secure, sustainable and simple workplace solutions. With the launch of Ricoh’s new intelligent devices users are now able to download and install new applications, features and upgrades directly to their device as they become available, providing complete agility and flexibility. The platform empowers digital workplaces to scale their capabilities based on their more immediate needs, whilst also keeping security features and software at front of mind and up to date. Additionally, the IM Series enables instant access to upgrades the moment they hit the market, including access to new features further reducing the need to purchase new hardware for additional functionality or wait for contracts to expire. Furthermore, RICOH Intelligent Support ensures software upgrades can be quickly performed remotely and that user uptime is maximised. The new IM C series of A3 colour MFPs is the first in a range of intelligent devices Ricoh will bring to market featuring the next generation platform. The array of upcoming office printing advancements includes Ricoh Cloud Workflow Solutions, a collection of innovative cloud-based technologies that deliver streamlined simplicity in affordable, scalable, subscription-based packages to help customers grow their business. Ricoh Always Current Technology is realised in six new A3 colour intelligent MFPs that will be launched in Australia, including the RICOH IM C2000, IM C2500, IM C3000, IM C3500, IM C4500, and IM C6000. They deliver printing, scanning, copying, finishing and faxing support for output sizes up to SRA3, and standard mobile printing support. The range of versatile finishing and paper tray options available with these devices enable customers to add a professional-grade touch to printed materials while saving time, streamlining workflows, and reducing outsourcing expenses. The new devices will incorporate Ricoh’s new Smart Operation Panel, equipped with an upgraded processor that provides faster transitions between applications and a smooth, responsive touch screen. The new functionality is based on customer feedback and is designed to improve accessibility as well as the overall user experience. The new interface can be tailored to better adapt to and serve individual workplaces, workflows and needs. Ricoh service experts can remotely access a device’s Smart Operation Panel for fast troubleshooting and perform automatic firmware updates. Ricoh recognises that customers have new and emerging needs, and that workplaces as well as workstyles are evolving rapidly. With the launch of Ricoh’s new intelligent devices customers will be able to install select applications at any time enabling them to work smarter and more effectively. About Ricoh Ricoh is empowering digital workplaces using innovative technologies and services enabling individuals to work smarter. For more than 80 years, Ricoh has been driving innovation and is a leading provider of document management solutions, IT services, commercial and industrial printing, digital cameras, and industrial systems. Headquartered in Tokyo, Ricoh Group operates in approximately 200 countries and regions. In the financial year ended March 2019, Ricoh Group had worldwide sales of 2,013 billion yen (approx. 18.1 billion USD). For further information, please visit www.ricoh.com ### © 2019 RICOH COMPANY, LTD. All rights reserved. All referenced product names are the trademarks of their respective companies. Eaton promotes Dan Agnew to top leadership position in ANZ 2019-05-29T00:16:53Z eaton-promotes-dan-agnew-to-top-leadership-position-in-anz SYDNEY, AUSTRALIA. Power management company, Eaton today announced the promotion of General Manager Power Distribution ANZ, Dan Agnew, to the position of Managing Director Australia and New Zealand. Dan will commence the new leadership position from 1 July 2019, taking over from Gordon Makryllos who will step down from his full-time executive position at Eaton. Gordon Makryllos said Dan’s leadership skills and experience at Eaton will be critical as the organisation strengthens its position across the ANZ power quality and power distribution markets. “For the past four years, Dan has built a high-performance culture across Eaton’s power distribution team, transforming its channel and achieving excellent growth results,” said Gordon. “With engineering and business qualifications, as well as experience in operational, commercial and strategy roles, Dan is well positioned to lead the Eaton workforce well into the future.” Dan said he looks forward to leading Eaton through its next exciting phase of growth. “Together with our executive leadership team, my focus will be to continue to develop and grow our channels, our customers and our employees – while leading our business as we support transformation across the entire power train which is being driven by increased connectivity, renewable energy and population growth,” said Dan. “I look forward to continuing the exceptional coaching and learning culture that Gordon has built across Eaton, which has been key to helping our teams in Australia and New Zealand achieve their ambitions for all stakeholders.” Dan has more than 20 years’ experience working in senior roles across the industrial and technology sectors. Prior to joining Eaton, he held several senior roles in Australia and the United States, where his responsibilities included strategy, customer experience and building channel partnerships. - ENDS – About Eaton Eaton is a power management company with 2018 sales of $21.6 billion. Its energy-efficient solutions help customers effectively manage electrical, hydraulic and mechanical power more reliably, safely and sustainably. The company is dedicated to improving the quality of life and the environment through the use of power management technologies and services. Eaton employs 99,000 people worldwide, and sells products to customers in more than 175 countries. For more information, visit Eaton.com. Netmode urges businesses to switch to smart fibre now to keep phone numbers before traditional telephone lines are cut 2019-05-28T23:29:25Z netmode-urges-businesses-to-switch-to-smart-fibre-now-to-keep-phone-numbers-before-traditional-telephone-lines-are-cut Many business owners are unaware that from September 30, the old copper infrastructure that supports Australia’s traditional phone lines and the ISDN (Integrated Services Digital Network) will be removed, with the entire network expected to be decommissioned within a few years. National telco Netmode is facilitating the smooth transition for businesses switching from the old ISDN network to the latest technology for voice and data services. Netmode CEO David Stevens says the clock is ticking for businesses to implement a transition plan in time to migrate their all-important telephone numbers. “Businesses caught unprepared risk losing their voice service and phone numbers if they don’t start porting them to a reliable provider now, as it can take weeks for technicians to migrate phone numbers to a new network,” he said. “As the country transitions from the old technology infrastructure to new carrier-delivered fibre or even wireless delivery, now is the time for businesses to adopt modern voice technology. “We are alerting businesses that the deadline is looming to switch their phone service to Voice over IP (VoIP) because if businesses leave their run too late they could end up losing their phone numbers for good. “Companies that are still to establish a transition plan are being urged to do so now to avoid being caught in a communication ‘blackout’.” Netmode has been seamlessly transitioning businesses from copper-based services to the latest fibre and microwave technology available, through its own independent enterprise-grade core network and infrastructure. The ACMA (Australian Communications and Media Authority) licensed Telco Carrier utilises a combination of business-grade fibre and microwave to provide a high level of internet connectivity and security available anywhere in Australia.   Mr Stevens said businesses still using ISDN for their voice and data services would see a massive improvement in performance once they switched to a smart fibre solution. “Business-critical technologies such as VoIP, video conferencing, digital applications, data storage, and cloud and co-location technologies require a robust communications network for successful implementation,” he said. “The ISDN shutdown is an opportunity for businesses to advance their digital operations and leverage all the benefits it offers, including substantial reductions to internet and phone expenses plus a higher level of employee productivity. “We know that businesses switching to smart fibre through our network are experiencing major improvements to their internet, with speeds increasing up to 200% from 50Mbps up to 1000Mbps. “Netmode manages the telephone number-porting process in a seamless manner, but time is running out, so we urge businesses still on an ISDN network to begin the process now.” Netmode has been providing bespoke communications solutions for small to large businesses through its advanced capabilities as an ACMA licensed carrier with its own independent core network and infrastructure. Specialising in internet, data, voice and co-location for business, Netmode tailors services to meet a client’s specific communications and budgetary requirements with cost-effective solutions “outside the box”. Netmode’s team of expert technicians provide a smooth transition from IDSN to smart fibre by setting up the new network parallel to the old network to ensure it is fully operational before making the switch. Netmode prides itself on its personalised service, with the Australian-based support team available to help 24 hours a day, seven days a week.  For more information on Netmode’s services, phone 1300 980 888, email sales@netmode.com.au or visit netmode.com.au. 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. 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.