Meritor opens regional service hub in Singapore


Distribution company Meritor has opened a new ASEAN Aftermarket Distribution and Customer Service Center in Singapore.

The Singapore facility is another expansion of the company's aftermarket footprint, by which commercial vehicle customers are serviced and supplied by a growing footprint of aftermarket distribution centers. Other facilities have opened recently in India, China and Australia that will all be managed by the Singapore headquarters.

The facility is also an integral part of the company's recent launch into an aftermarket-based, third-party multiple logistics business called Meritor Logistics, which offers customer support, core consolidation, remanufacturing and consulting services, as well as packaging and kitting, material planning, warehousing, distribution.

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The Association of Data Driven Marketing and Advertising (ADMA) has formed an alliance with digital strategic consultancy Zuni to create a series of courses based around digital marketing. ADMA said Australian companies are still struggling to unify their overarching business goals with their digital, CRM, metrics and content strategies in order to maximise return on investment in these areas and achieve their core objectives. It says its partnership with Zuni will help marketers and advertisers transform their businesses through a series of new courses called Strategic Development Programs, a first-of-its-kind industry initiative.

The first course up in the overall program is a bespoke Digital Strategy course which will be followed later in 2015 with tailored Content Strategy, CRM Strategy and Metrics and Measurement courses. Through a combination of classroom learning, Q&A and consulting sessions, marketers can develop individual strategies in these areas in a fast-track process, completing their strategy in just two months. "Businesses are increasingly frustrated, sensing that digital could work much harder for them.

"There is little clarity on ROI across digital channels and we see many businesses that have not fully aligned their business objectives to their digital strategy and they're missing out as a result," Zuni MD Mike Zeederberg said. more

Indian logistics company Delhivery has upgraded its customer service IT with a solution from Ameyo.

Delhivery implemented inbound voice campaigns on Ameyo to address its Forward Shipment processes and ticketing management solutions to cater to customer queries and complaints. Delhivery was able to evaluate agent performance and workflows through basic reports generated by Ameyo that helped in identifying the gaps in the processes.

"Delhivery's Customer Experience Strategy is to build a world-class voice of customer program by delivering supreme customer experience through various touch points," said Delhivery's Bhavneet Kaur. "The objective is to improve customer satisfaction and loyalty, thereby increasing customer lifetime value by making the most out of every customer engagement whether in person, online via email or chat or over the phone." more
PureCloud Collaborate℠ and PureCloud Communicate℠ designed for simplified management, maximum reliability and security, and an improved user experience

SYDNEY, 28 April 2015 Interactive Intelligence Group Inc. (Nasdaq: ININ) has launched its PureCloud Collaborate℠ and PureCloud Communicate℠ cloud services for customers in Australia and New Zealand.

First announced for U.S. customers in March on AWS US East Region, these collaboration and communications cloud services are now available from Amazon’s world-class data centre in the AWS Asia Pacific (Sydney) Region.

The services are the first to be offered from the company’s new multitenant, enterprise-grade PureCloud℠ platform, which is based on modern, distributed cloud architecture. This is the first unified, single-platform cloud solution running applications for multiple use cases: collaboration, communications, and next up customer engagement.

“By offering an alternative to silo’d, consumer-grade cloud apps that are actually built on client-server architecture, businesses finally get simple deployment and management, along with maximum reliability, security and scalability,” said Brendan Maree, Interactive Intelligence vice president for Japan, Australia, New Zealand. “Equally important, users benefit from a consistent experience across devices and operating systems, and easy to use interfaces.”

The PureCloud Collaborate℠ and Communicate℠ services offer the following functionality:

  • Real-time enterprise collaboration tools, such as searchable employee profile information, instant messaging, multi-user chat rooms, multi-party video conferencing, and desktop sharing help increase productivity.
  • Integrated content management offers cloud-based storage and easy sharing of documents, images and other content both inside and outside the organisation for simple, secure and efficient team-based collaboration.
  • Sophisticated IP PBX capabilities, including auto-attendant, call recording, speech recognition and unified messaging meet the needs of the largest organisations.
  • Support for multiple voice, video and mobile endpoints extends communications and collaboration to any device, including landlines, for a more productive mobile workforce.
  • Remote survivability provides PBX, IVR, and call recording functionality in the event of lost Internet connectivity for business continuity.

The PureCloud Collaborate℠ and Communicate℠ services will be offered to businesses throughout Australia and New Zealand by Interactive Intelligence resellers, and the company’s direct salesforce.

PureCloud Collaborate℠ is currently generally available as an unlimited free service to an unlimited number of users.

PureCloud Communicate℠ is expected to be generally available in June. PureCloud Communicate℠ will include all PureCloud Collaborate℠ functionality, and add sophisticated telephony features such as IP PBX, fax, audio conferencing, remote survivability and advanced phone features. Pricing has not yet been released. more

Dr Catriona Wallace defines Customer Experience Strategy. more


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