Tag: whitepaper

This white paper examines the challenges Australian SMEs face due to rising digital adoption. As businesses become more reliant on technology, managing complex IT infrastructure becomes difficult. The paper highlights the importance of IT observability, which helps proactively identify and resolve issues, for building a resilient and customer-centric business.

The study is based on a survey of 101 technology leaders from Australian mid-sized organisations. It reveals that 44% of the participants have already adopted monitoring practices, while the remaining are considering it.

Explore how implementing an IT observability framework can empower your SME to overcome technological challenges and enhance operational efficiency. Contact us today to learn more about transforming your IT strategy.

Download Whitepaper – Enhance Digital Resilience Through Observability

Healthcare Organisations are Struggling with Harnessing the Power of Data

Healthcare organisations have access to enormous volumes of data assets from multiple and disparate sources, that can be harnessed to improve clinical and patient outcomes. But despite the huge progress made in healthcare IT in recent years, healthcare organisations continue to struggle with the collection, analysis, and application of data to make timely decisions.

Your guide to the key data management and analytics challenges faced by healthcare executives in Australia and New Zealand.

Download Whitepaper – The State of Healthcare Analytics & Interoperability Study – Australia & New Zealand

CIOs and tech teams have seen a sharp shift in their mandates and find themselves delivering on business and customer outcomes, rather than just technology. They are partners in their organization’s transformation vision; and find themselves:

• Defining the organization’s cloud strategy
• Modernizing applications and infrastructure
• Revamping the data architecture
• Proactively securing the IT environment
• Managing and evolving business continuity plans

Download Whitepaper – Solving Your Customers Work from Anywhere Challenges

Organisations continue to consider data breaches and data loss as their biggest cyber risk followed by endpoint compromise. Larger enterprises in Australia, however, consider nation state attacks to be the biggest risk.

Australian companies need to transform their cybersecurity postures starting with an assumption that corporate resources will be accessed from multiple locations and from multiple devices and that breaches will occur.

Download the full whitepaper “Whitepaper: How are Australian Companies Adapting to the New Threat Landscape?” from Fastly and Ecosystm.

To help companies avoid some of the more common pitfalls and understand how they can implement successful Conversational AI projects, Ecosystm and Datacom commissioned a new whitepaper that identifies the critical steps in designing effective solutions to serve customers and agents.

The whitepaper shares insights into CX leaders’ priorities and goals for AI and machine learning solutions in the ANZ region, defines the different AI options for CX from basic to advanced, and outlines eight key considerations for companies selecting a Conversational AI solution.

“How to get your Conversational AI project right” also details the key rules companies need to take to ensure they are designing effective Conversational AI solutions:

1. Define how it fits within your organisational priorities.
2. Listen closely to the conversations between agents and customers.
3. Build in-depth dialogue.
4. Create a rigorous testing process.
5. Ensure a seamless transfer to agents and other channels at the right time.
6. Integrate your knowledge solutions within Conversational AI.
7. Work with design experts.
8. Find the right AI partner.

Download the full whitepaper “How to get your Conversational AI project right” from Datacom and Ecosystm.

The Work from Anywhere Model is forcing a change in mindset in IT and Business leaders to manage employee expectations well.

At the start of the pandemic there were predictions of organisations reducing commercial workspace. Yet, only 22% are considering that as a measure in 2022. The current focus is on building a bulletproof mechanism to ensure that work can take place in any possible location.

In the Work from Anywhere Model, how can technology leaders prepare for an agile and innovative new era of work and what issues are likely to arise, and how can they be avoided?

Download Whitepaper – Building a resilient Work from Anywhere Model in 2022

Twenty months into the pandemic, it is clear that contact centres are still battling with managing high volumes of inbound enquiries.
The Australian market has seen some shifts in these months, including a rise in onshore activity, given the ongoing challenges of working with offshore providers. While back-end processing and management of non-voice channels might be routed to an offshore location, voice transactions and live agent calls are now mostly handled onshore in Australia. Voice is more important than ever before in delivering a better customer experience (CX).

Discover the major trends impacting customer experience decision-makers in Australia and how voice technology excellence is driving customer empathy and deepening engagement.

Download Whitepaper – Voice Excellence Drives Empathy and Deepens Customer Engagement

Many contact centres in the Asia Pacific were impacted by the disruption in offshore delivery, resulting in a rise of onshore outsourcing. Despite the challenges that the industry has been through, contact centres in the region have demonstrated great resilience by experimenting with various models of customer engagement.

This whitepaper presents the key trends impacting contact centres in the Asia Pacific and the implications for CX decision-makers as they plan their organisations’ customer strategy for 2021. The data cited is from the Ecosystm CX Study and the Digital Priorities in the New Normal Study, that are live and ongoing on the Ecosystm platform.

Download Whitepaper – Transforming Customer Experience to Stay Relevant

This Ecosystm authored whitepaper, “Logistics Transformation with Automated Yard Management”, sponsored by Alfabeta in partnership with Intel, discusses the challenges faced in yard management activities, and how these challenges can be addressed by automated yard management solutions and technologies like AI, IoT and cloud.

Whitepaper – Logistics Transformation with Automated Yard Management