May 17, 2020

Salesforce: strategies for governments in the 4IR

Digital Transformation
Industry 4.0
Staff Writer
3 min
Salesforce report suggests Australian government has a key role to play in ensuring the country is an international leader in digital transformation
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The Australian government has a key role to play in ensuring the country is an international leader in digital transformation.

That...

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The Australian government has a key role to play in ensuring the country is an international leader in digital transformation.

That’s according to a report from Salesforce, the cloud computing software company, and TRPC, entitled: Accelerating Australia’s Digital Transformation: Strategies for the Fourth Industrial Revolution.

The report outlines the steps the Australian Government, in the form of policy-makers, public servants and consulting partners, could take to keep the country at the forefront of digital transformation in various industries, as well as in the services it provides to citizens.

Affirming the status of Australia as a “digital pioneer” owing to the introduction of cybersecurity principles and the revamping of the myGov platform portal, the country nevertheless has room to improve, ranking 23rd in the Global Innovation Index. With the government having committed to becoming a “top three digital government”, this report outlines some of the steps it could take to achieve that ambition.

Among the key findings and recommendations is the need to begin on a small scale. “The first obstacle that governments face is the temptation to digitalise as many things as possible and as quickly as possible,” the report says. “Even with a sound strategy in place, doing too much too fast will heavily strain resources. Small wins are more likely to bring key stakeholders on board, rather than complicated large scale projects. An example might be the digitalisation of a key department (such as the Department of Social Services) or central agency (such as the Department of Finance), or the replacement of a legacy technology.

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“Regularly consulting the Australian public, as well as public servants responsible for designing, managing and delivering services, helps ensure the quest for better government does not end up having the opposite effect. Guided by real, on-the ground concerns, reviews and consultations can help address the right issues in the right way.”

Another aspect lies in promoting digital transformation in the workforce and across multiple sectors. “Australia must ensure its workforce has the appropriate skills to implement the innovations it champions and deploys,” says the report. “People at all levels of the public service must be equipped with the skills and confidence to become the agents of their own transformation. This will ensure public sector leaders can foster, manage and support digital transformation initiatives.

“The Australian Government has a responsibility to its citizens to ensure digital transformation initiatives bring more efficient use of resources, better customer service and a wider scope of services. The government can also influence the take-up of digital technologies in the private sector through industry and business support measures, most notably for SMEs.”

Going into the future, the report recommends the appointment of a national “Chief Customer Service Officer (CCO)”. “The CCO would be a citizen advocate who could help shift thinking and attitudes, so that citizens are thought of as customers, and government services are built with customers’ needs at the heart,” the report says. “The CCO would champion the customers’ interests, challenging businesses to refocus their people, processes, technologies, policies and data on improving the customer experience.”

You can read the report here.

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Jul 26, 2021

Five9: the cloud software industry leaders acquired by Zoom

five9
Cloud
contact centre
Catherine Gray
2 min
Following the announcement of Zoom buying cloud company Five9 for almost $15billion, we take a deeper look into the company’s history and success

Five9 is the leading provider of cloud contact centre software. Driven by a passion for transforming contact centres into customer engagement centres of excellence, Five9 have a deep understanding of the cost and complexity of running a contact centre.

Founded in 2001, Five9 help contact centres of every size create powerful connections. 

The company has over 20 years of cloud contact centre experience, reaches over 2,000 customers worldwide, and annually reaches over 7 billion customer interactions. 

Built on a highly reliable, secure and scalable cloud platform, Five9 makes it easy to rapidly trial and deploy new services. Its software also future proofs businesses by supporting AI and other emerging technologies.

Utilising cloud capabilities for improved customer experience

Offering software that creates more successful customer interactions, Five9’s cloud contact centre software increases contact centre productivity. This is without the capital expense and maintenance costs of premise-based systems.

Built on flexible architecture that adapts to a company’s changing needs, Five9 customers benefit from a secure, reliable and scalable contact centre.

Five9’s cloud contact centre platform also gives customers access to an extensive ecosystem of partners. Its platform can be enhanced with leading customer relationship management, analytics, workforce management, performance management solutions and telephony providers.

By utilising cloud technology, Five9 customers have access to the latest capabilities through no-touch, non-disruptive real-time upgrades.

Five9’s recognition for industry-leading software

As a leading cloud contact centre software provider, Five9 has been recognised by leading industry publications and organisations for its success and innovative solutions.

For the fourth consecutive year, Five9 has ranked as a global leader for The Aragon Research Globe for Intelligent Contact Centres 2021. 

Five9 was also one of only three providers to earn the MetriStar Top Provider award when evaluated as part of Metrigy’s global 2021-2022 Workforce Optimisation and Engagement research study.

Five9: Zoom’s first major acquisition

Zoom Video Communications has agreed to buy Five9 for about $14.7bn, marking the company’s first major acquisition.

This deal with Five9 will help expand the company’s Zoom Phone offering.

“I believe the combination of Zoom and Five9 will be a game-changer. Joining forces will create a transformative opportunity for two strong companies with complementary capabilities and shared values,” said Five9’s CEO, Rowan Trollope.

With Zoom’s reach and brand, the acquisition will help Five9 propel forward and help the company deliver on its goal of significant international expansion

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