News & Insights

Salmat has announced a multi-million dollar agreement with Avaya which will see Salmat’s contact centres powered by the latest technology with greatly expanded multichannel capabilities, delivering significantly enhanced contact centre operations in Australia and New Zealand.

New research by the Australian Centre for Retail Studies (ACRS) at Monash University reveals that 58 per cent of Australians are now multichannel shoppers and they will spend between three and six times more than store-only shoppers. 

As part of its Reconciliation Action Plan (RAP) to bridge the gap between indigenous and non-indigenous Australians, Salmat has appointed Message Stick as its preferred teleconferencing provider.

Mobile location-based social media start-up Roamz was awarded an exclusive roundtable meeting with CSIRO executives, at the third annual Tech23 Awards held in Sydney last night.

Salmat has launched a company-wide program aimed at bridging the gap between indigenous and non-indigenous Australians. The Reconciliation Action Plan (RAP) will see the implementation of a range of activities supporting indigenous Australians over the next 12 months and is one of the ways in which Salmat is contributing to the reconciliation process in Australia.

Download RAP  9Mb

Lasoo, Australia’s leading shopping search engine is supporting Australian 'bricks and mortar' retailers with its first major TV advertising campaign launching nationally in early July to coincide with the mid-year toy sale season.

Nick Spooner will head up Salmat’s newly formed digital business - Salmat Digital. The new business bolsters Salmat’s existing broad communications spectrum and brings together all of the company’s digital capabilities, including digital businesses recently acquired, into a digital communications centre of excellence.

Location-based social media service Roamz has been awarded a grant by the NSW Government as part of its Collaborative Solutions – Mobile Concierge program.

Salmat’s showcase at CeBIT will demonstrate how an integrated marketing approach that communicates to customers consistently across multiple channels – such as online, SMS, mobile applications and social media – is the most effective way to engage with Australian consumers and influence their pre-purchase, purchase and after-sales behaviour.

Salmat will continue to provide catalogue distribution services to Woolworths Limited for Australia and New Zealand for a further three years until June 2014. The agreement covers all brands in those jurisdictions owned by Woolworths Limited.

With the help of Salmat Australia's premier Wagering, Gaming and Keno operator, Tabcorp, is adding key card data security functionality to its membership and account registration systems.

"This Christmas, retailers and brands discovered that today’s consumers vote with more than just their wallets."

"Like the online retailing trend, mobile marketing and mcommerce are consumer-driven trends, and it’s up to marketers and retailers to catch up."

Salmat, is to spend millions of dollars with Avaya to upgrade its call centres by replacing Genesys with Avaya technology.

Salmat has signed a five-year deal with Avaya for an undisclosed sum to implement a communications platform across its Australian and New Zealand operations designed to improve customer call resolution.

Consumer appetite for social media platforms such as Twitter and Facebook has pushed customer fulfilment group Salmat into a multi-million-dollar technology upgrade.

Salmat's Roamz has developed a new iPhone app that merges and filters data from multiple sources to alert the user to nearby events and venues.

New Zealand leaders in voice communications and contact centre executives will come together at New Zealand's 2011 Voice Leadership Forum (VLF) next month to share and discuss strategies that will enhance the customer experience, improve security and drive contact centre innovation.

Nick Spooner, Salmat Digital CEO, speaks with www.connectedaustralia.com about why it's so important for retailers to adopt a multichannel strategy, and what steps they need to take.

A new fan site developed by Salmat for the Australian Rugby Union lets supporters send photos, messages and videos from a number of different platforms, including YouTube, Twitter and Facebook, but aggregates them in the one place. The result so far is a green and gold wall of more than 5200 messages urging on the Australian team.

Our first case study looks out how a Salmat customised workflow solution has helped Mondial Assistance manage its growth and efficiency. In our second case study, we look at how Salmat has introduced marketing solutions that provide new opportunities for small and medium-sized businesses throughout Australia. Our in-depth feature article looks at the costly and timeconsuming world of business travel and the implications for cost savings and efficiencies.

Salmat partner with many of Australia’s leading organisations to plan, deliver and refine effective cross-channel marketing strategies. This year, the Online Retailer team invited Salmat to talk about Multichannel 2.0. With first-hand experience working with many of Australia’s leading multichannel retailers, Salmat’s Executive General Manager of Sales, Ian Jones, spoke about how the multichannel environment has changed the retail equation forever. Ian also explores how the evolution of online retailing has facilitated the transition from multichannel 1.0 to 2.0, and steps through the considerations too-often overlooked by retailers ‘turning-on’ multichannel strategies.

Salmat National Sales Manager Sean McDonell and Customer Insights and Search Manager Damien Donnelly put Australia’s retail mobile device applications to the test at this year’s Online Retailer. In their presentation 'Killer Retail Apps', Sean and Damien discuss what opportunities exist for retailers looking to extend their brand into mobile applications, what makes a great application, and what type of application will add significant value to the customer experience.

Research fellows Dr Sean Sands and Carla Ferraro from the Australian Centre for Retail Studies (ACRS) presented the findings of their 2010 Consumer Trends Report on multichannel retail at a Salmat Seminar in June this year. Their research brings to light some of the opportunities that exist for Australian retailers taking the plunge into the world of multichannel marketing and details a number of best-practise multichannel campaigns from both Australian and abroad. 

Speech recognition and speaker verification deliver customer value through improved convenience and ease of use. Speech can be utilised to support the Human Capital and Human Resources sector of a business.

A large organisation's inbound call centre represents both a significant cost and business opportunity. An open dialogue call routing delivers greater benefits than human routing and touchtone menu systems focusing on a number of business drivers.

In September 2006, major global credit card companies initiated the Payment Security Industry Data Security Standards (PCI DSS) to ensure that merchants and organisations met their obligations to secure cardholder data. This whitepaper outlines best practice when handling sensitive customer data.

In December 2006, the Australian Parliament passed the Anti-Money Laundering and Counter-Terrorism Financing Act to combat over $11 billion in money laundering and threats to national security. There are a number of obligations on businesses to provide transactional services.

By Nick Spooner, CEO, Salmat Digital

There is no doubt that 2011 is the year of the first truly social Christmas. The days when mass-market media was the sole vehicle to reach an audience are done and dusted. The new 'social' marketing channels are giving brands the opportunity to engage on a one-to-one basis and the smart brands are embracing this new paradigm.

By Stephen Lewis, Executive General Manager of Business Consulting, Salmat

For the public sector, contact centres provide a vital link for citizens to access services and support as well as critical information about new initiatives or changes to regulation.

While government contact centres have a unique set of challenges to overcome in delivering a positive citizen experience, the strategies that have proven successful in the private sector can provide answers to these public sector challenges.

By Nick Spooner, CEO, Salmat Digital

Sport is a serious money making business. Australian sports stars are some of the most recognised faces in the country and as the popularity of these stars and the sports grows, so do the opportunities for brands to leverage off their widespread exposure in a sports-mad country like ours.

By Grant Harrod, CEO, Salmat.

For retailers, the time to radically change the way they connect with consumers has come. But this does not mean they need to abandon their bricks and mortar store fronts and move everything online. Nor does it mean they must replace tried-and-true forms of promotion with social media. 

By Nick Spooner, CEO, Salmat Digital

The retail industry is hurting. Just about every news outlet is reporting depressing times for retailers across Australia. Some alarming reports suggest that retailers are experiencing the worst retail results in 50 years.

But, it looks like Australian consumers are still spending, just not in-store.