Customer service stories
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NetApp recognises top partners in Australia & New Zealand
Today
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netapp
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fujitsu
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hall of fame
NetApp has celebrated its Partner Award Winners for FY24 in Australia and New Zealand, recognising excellence in customer service and IT solutions.
Business Next launches AI platform for India's BFSI sector
Today
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crm
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insurance
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customer service
Business Next has launched AGENTNEXT, India's first AI agent platform, to modernise banking and financial services, aiming for 60-70% task automation.
Zendesk report reveals CX benefits of adopting AI in APAC
Today
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digital transformation
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cx
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personalisation
A new Zendesk report reveals that companies adopting AI are crucial for enhancing customer experience, with APAC seeing up to 63% rise in cross-selling revenue.
SAS campaigns for anti-fraud AI during awareness week
Yesterday
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data analytics
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digital transformation
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cx
SAS teams up with the Association of Certified Fraud Examiners to advocate for anti-fraud AI during International Fraud Awareness Week amid rising fraud tactics.
How organisations can upgrade an ERP system that’s no longer working for the business
Yesterday
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erp
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customer service
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user interface
Outdated ERP systems hinder businesses, causing inefficiencies and slow growth; upgrading to tailored, cloud-based solutions can enhance performance.
UK firms risk GBP £4.5bn losses due to poor service
2 days ago
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cx
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martech
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hcm
UK businesses could face losses of up to GBP £4.5 billion during the holiday season due to inadequate customer service, new research by Qualtrics reveals.
Decision Inc. acquires ProQuest to enhance AI & Salesforce
3 days ago
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digital transformation
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cx
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martech
Decision Inc. has acquired ProQuest Consulting, enhancing its consultancy offerings and boosting its team in Australia to nearly 400 employees.
Australian fleets see benefits from GPS & EV adoption
3 days ago
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cartech
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fleet management
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cleantech
A new report reveals that 75% of Australian fleets now use GPS tracking, with 67% reporting reduced costs and 21% lower fuel consumption.
CoinFlip Wallet launches in Australia & New Zealand
3 days ago
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cryptocurrency
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blockchain
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cloud services
CoinFlip has launched its Wallet service in Australia and New Zealand, enhancing the ease of cryptocurrency transactions for users in the region.
Sinch earns Tier One for A2P SMS excellence in ROCCO report
4 days ago
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ai
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customer service
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transparency
Sinch has been awarded a Tier One ranking in the ROCCO 2024 A2P SMS Market Impact Reports for its excellence in customer communications technology.
Australian firms risk $71 billion due to poor service
4 days ago
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cx
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martech
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hcm
Qualtrics' study reveals Australian businesses risk losing AUD $3.8 billion in sales this holiday season due to poor customer experiences, stressing urgent improvements.
Banks lead industries in adoption of generative AI technology
4 days ago
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risk & compliance
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genai
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data privacy
A report reveals that 60% of banking leaders are integrating generative AI technology into operations, outpacing other sectors in adoption rates.
Zendesk unveils AI Dynamic Pricing Plan for flexibility
Last week
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cx
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martech
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hcm
Zendesk unveils its AI Dynamic Pricing Plan, enabling businesses to flexibly invest in AI and automation to meet evolving service needs.
Mitel & Talkative enhance AI capabilities in call centres
Last week
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cx
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martech
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omnichannel
Mitel has partnered with Talkative to enhance its contact centre solutions through AI, aiming to improve customer interactions and operational efficiency.
Australian telecom complaints reach record low levels
Last week
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uc
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telco
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nbn
Complaints to Australian telecoms have plummeted to record lows, averaging just 2.7 per 10,000 services, signalling improved customer satisfaction.
Contact centres in 2025: Balancing AI with human empathy
Last week
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uc
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cx
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martech
The contact centre industry is poised for transformation in 2025, with a predicted rise in demand for human interaction as consumer preferences shift.
Zendesk unveils AI dynamic pricing for flexible integration
Last week
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cx
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martech
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ai
Zendesk has launched a pioneering AI Dynamic Pricing Plan, allowing businesses to flexibly integrate AI and human agents, enhancing customer service strategies.
Peak Insight appoints new CEO & GM of sales in Australia
Last week
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cx
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martech
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ai
Peak Insight has appointed Stefano Pesic as CEO and Steven Kruize as General Manager of Sales to enhance its strategy and customer service in Australia.
Softsource vBridge acquires TLC to form major IT group
This month
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it services
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ict
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customer service
Softsource vBridge has acquired The Laptop Company in a bid to form one of New Zealand's largest privately-owned IT groups, boosting service capabilities.
Royal Holloway partners with IPI for Clearing support
This month
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uc
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dr
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digital transformation
IPI is collaborating with Royal Holloway, University of London, to bolster its Contact Centre during the crucial Clearing and Confirmation period.