EDITOR ’ S NOTE
Welcome to the latest edition of Intelligent CIO magazine for the APAC region . This month ’ s cover features David McGilvray , Head of Operations , Pallas Capital .
We take a look at how the Sydney-based non-bank lender leverages Nintex ’ s process management software to efficiently capture processes , manage risk and support future growth , mapping more than 100 business-critical processes .
“ With Pallas Capital ’ s annual business growth rate above 75 %, highly manual and paper-based processes were becoming increasingly complex and inefficient ,” said McGilvray .
Tony Korving , Manager of Contact Center Operations at Vodafone NZ , said : “ Basically , Cyara provides confidence that you ’ ve got a good service and that it ’ s up and running and that when something does go wrong , we can react quickly to it , in the moment .” There ’ s much more to discover about this story on p61 .
In this month ’ s CIO Opinion , John desJardins , Chief Technology Officer , Hazelcast , tells us the past year has exposed lingering structural pain points in Australia ’ s banking sector that need to be addressed .
“ Technology has already played a crucial role in enabling retail banks to fulfil their obligations and launch new digital services , but there is more to do ,” he says .
“ We were particularly impressed by Nintex Promapp and the way it empowers teams to quickly and easily capture business processes , enabling teams to examine processes across the organization and have them documented in a consistent way .” You can find out more details about the project by turning to p56 .
Elsewhere , we take a look at how Vodafone is monitoring end-to-end contact center performance with Cyara to benefit from improvements in customer satisfaction .
“ From working with retail banks through this period , in Australia and elsewhere , we see five common ‘ pain points ’ being experienced .” To discover what these are turn to p44 .
Don ’ t forget you can read daily news updates at www . intelligentcio . com / apac /.
Once again , I ’ d like to wish you a good month ahead and please enjoy the read !
In order to meet quality guidelines set by the New Zealand government , Vodafone originally engaged with Cyara to monitor end-to-end contact center performance and provide monthly quality reporting .
Mark Bowen Editor
www . intelligentcio . com INTELLIGENTCIO APAC 7