Melbourne, 3121, VIC,
Australia
Accent Group Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by Accent Group and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 8600 Accent Group employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Accent Group has purchased the following applications: Amazon EC2 for Application Hosting and Computing Services in 2021, Zendesk Talk for Call Center, Customer Support in 2019, Zendesk Chat for Chatbots and Conversational AI in 2019 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Accent Group is running and its propensity to invest more and deepen its relationship with Amazon Web Services (AWS) , Huawei Enterprise , Zendesk or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Accent Group revenues, which have grown to $1.05 billion in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Accent Group intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
Insight Source |
|---|---|---|---|---|---|---|---|---|---|
| Amazon Web Services (AWS) | Legacy | Amazon EC2 | Application Hosting and Computing Services | IaaS | n/a | 2021 | 2021 | ||
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Application Hosting and Computing Services | IaaS |
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2013 | 2013 |
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Content Delivery Network | IaaS |
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2021 | 2021 |
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Content Delivery Network | IaaS |
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2021 | 2021 |
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Content Delivery Network | IaaS |
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2021 | 2021 |
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CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
Insight Source |
|---|---|---|---|---|---|---|---|---|---|
| Zendesk | Legacy | Zendesk Talk | Call Center, Customer Support | CRM | n/a | 2019 | 2019 | In 2019, Accent Group deployed Zendesk Talk as part of a unified Zendesk instance to centralize customer care across 13 exclusively distributed brands. The deployment was positioned under the Call Center,Customer Support category and consolidated support teams across three supply chains operating in Melbourne, Sydney, and Manila into a single instance that serves B2B and B2C flows. Accent Group configured Zendesk Support, Chat, and Zendesk Talk to enable multichannel ticketing and voice routing, leveraging triggers and automations to streamline handoffs and routing. Functional capabilities implemented include shared ticket queues, channel specialization for email, chat, phone, Facebook Messenger, Twitter, and self service, plus agent-facing automations to reduce repetitive work. The organization is evaluating an internal knowledge base and additional automation to further connect agent and customer experience. The single Zendesk instance created consolidated reporting and KPI collection used by supply chain, procurement, operations, and customer experience teams to prioritize projects and allocate resources. The configuration supported wholesale buyers and individual consumers, enabling tickets to flow between retail storefronts, digital stores, and wholesale relationships so support data could inform fulfillment and stock decisions. Data from Zendesk was explicitly used to translate service activities into dollar value for leadership discussions. Governance shifted to a unified operating model described internally as one team, one dream, with an internal conference and collaborative launch processes that engage frontline agents. Rollout practices emphasized team driven feature adoption and workflow restructuring, enabling specialized teams to focus on channel level metrics such as abandoned call rate and missed chats while operating from a shared ticketing backbone. Agent experience improvements were a stated priority, with automations and tooling introduced incrementally through team consultation. As reported, ticket volumes rose nearly 400 percent following adoption and the organization estimated it was approximately 60 percent through the journey to full capability. Accent Group continues to use Zendesk Talk and the broader Zendesk suite as core operational systems for customer care and is exploring proactive engagement features, expanded automation, and potential extension of Zendesk to other departments. | |
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Customer Experience | CRM |
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2021 | 2021 |
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Customer Support | CRM |
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2018 | 2018 |
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Customer Support | CRM |
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2019 | 2019 |
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Customer Support | CRM |
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2019 | 2019 |
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Marketing Automation | CRM |
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2020 | 2020 |
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Marketing Automation | CRM |
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2020 | 2020 |
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AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
Insight Source |
|---|---|---|---|---|---|---|---|---|---|
| Zendesk | Legacy | Zendesk Chat | Chatbots and Conversational AI | AI-Powered Application | n/a | 2019 | 2019 |
Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
Insight Source |
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Collaboration | Collaboration |
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2021 | 2021 |
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HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
Insight Source |
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Core HR | HCM |
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2019 | 2020 |
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Onboarding | HCM |
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2019 | 2020 |
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Onboarding | HCM |
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2021 | 2021 |
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Payroll | HCM |
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2018 | 2019 |
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Recruiting, Applicant Tracking System | HCM |
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2019 | 2020 |
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Time and Attendance | HCM |
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2019 | 2020 |
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Workforce Management | HCM |
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2019 | 2020 |
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eCommerce
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
Insight Source |
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eCommerce | eCommerce |
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2020 | 2020 |
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ERP Financial Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
Insight Source |
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ERP Financial | ERP Financial Management |
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2020 | 2020 |
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Expense Management | ERP Financial Management |
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2016 | 2016 |
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Payment Processing | ERP Financial Management |
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2021 | 2021 |
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ERP Services and Operations
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
Insight Source |
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Retail Management | ERP Services and Operations |
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2020 | 2020 |
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Retail Management | ERP Services and Operations |
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2025 | 2025 |
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CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
Insight Source |
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Secure Email Gateways (SEGs) | CyberSecurity |
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2021 | 2021 |
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PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
Insight Source |
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Transactional Email | PaaS |
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2021 | 2021 |
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| First Name | Last Name | Title | Function | Department | Phone | |
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| Date | Company | Status | Vendor | Product | Category | Market |
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