Customer service stories
Spreetail unveils profit-sharing to benefit top partners
Yesterday
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supply chain & logistics
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ecommerce
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amazon
Spreetail has launched a profit-sharing initiative, Shareback, to reward top partners who exceed profit expectations with a share of unexpected margins.
AI innovations to transform customer experience by 2025
Yesterday
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cx
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martech
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personalisation
Matthias Goehler of Zendesk forecasts that by 2025, enterprises will require stringent AI governance amid a 250% surge in shadow AI usage.
Proto unveils AI-powered holographic conversational agents
This month
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it training
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hyperscale
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genai
Proto has unveiled the first autonomous AI-powered holographic conversational agents at AWS re:Invent, showcasing groundbreaking multi-agent AI technology.
Watco partners with Blue Yonder for real-time freight rates
This month
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digital transformation
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supply chain & logistics
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customer service
Watco has teamed up with Blue Yonder to enhance freight services, offering real-time pricing and booking to tackle industry challenges.
Fujifilm CodeBlue Australia ends extended lock-in contracts
This month
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digital transformation
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cybersecurity
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customer service
FUJIFILM CodeBlue Australia has revolutionised managed IT services by abolishing long-term contracts, offering clients flexibility and improved customer satisfaction.
UK businesses unprepared for 2027 PSTN network switch
This month
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migration
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iot
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partner programmes
UK firms are unprepared for the PSTN-to-all-IP switch, risking disruptions in key systems as the 2027 deadline looms, warns Zen Internet research.
UK employees increasingly favour AI in the workplace
This month
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hcm
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productivity
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customer service
A Freshworks survey reveals that nearly half of UK employees would consider job changes for better AI integration, highlighting its workplace importance.
Devoli automates services, saves over NZD $20,000 annually
This month
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uc
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digital transformation
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cx
Devoli has integrated automation bots in its Customer Success and Finance teams, improving efficiency and 24/7 service without rising costs.
Twilio recognised as leader in IDC MarketScape for CDP 2024
This month
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cx
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martech
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cdp
Twilio has been named a leader in the IDC MarketScape for Worldwide Customer Data Platforms for B2C users for 2024-2025, highlighting its innovative solutions.
Vapi secures USD $20 million for AI voice agent expansion
This month
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customer service
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investment
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conversational ai
Voice AI platform Vapi secures USD $20 million in Series A funding, aiming to enhance its voice agent deployment across diverse industries.
Combilift boosts efficiency with AI-powered Infor SyteLine
This month
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it in manufacturing
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digital transformation
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cx
Global forklift manufacturer Combilift has boosted efficiency and revenue following the implementation of Infor SyteLine, resulting in a 30% revenue increase.
Australian energy firms face data challenges despite digital tools
This month
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data fabric
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low-code
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software development
Research by Appian shows that despite digital adoption, 78% of Australian energy firms struggle with data accessibility, risking operational efficiency.
Pegasystems unveils AI-driven Pega Smart Investigate update
This month
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rpa
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genai
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ai
Pegasystems has unveiled the latest Pega Smart Investigate Enterprise Edition, enhancing banks' capabilities in processing payment exceptions with AI automation.
Pegasystems launches AI-enhanced solution for bank disputes
This month
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genai
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ai
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payment technologies
Pegasystems has launched enhanced generative AI and automation tools in Pega Smart Dispute to help banks manage rising payment dispute volumes efficiently.
OutSystems leaders predict AI trends & challenges by 2025
This month
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digital transformation
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low-code
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genai
Executives at OutSystems predict that by 2025, AI will revolutionise customer service, but emphasise data quality as crucial for transformation.
Suncorp partners with Microsoft to harness AI & cloud tech
This month
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cx
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martech
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genai
Suncorp has partnered with Microsoft for five years to enhance AI and cloud technology across its operations, aiming to improve efficiency and customer service.
Zendesk appoints Shashi Upadhyay as AI strategy leader
This month
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data analytics
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cx
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martech
Zendesk has appointed Shashi Upadhyay as its new President of Product, Engineering, and AI, charged with driving growth in customer and employee services.
Qantas renews distribution agreement with Sabre
This month
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customer service
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qantas
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business travel
Qantas has renewed its global distribution deal with Sabre, enhancing access to its services for travel agencies worldwide.
Uber Direct partners with Grozeo for rapid delivery service
This month
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cleantech
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sustainability
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customer service
Uber Direct has teamed up with Grozeo to offer small and medium retailers rapid delivery services, enabling faster item delivery within two hours.
Australian report shows shift to AI in customer service
This month
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uc
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ai
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ai agents
Kore.ai's latest reports reveal Australians are embracing AI in customer service, prioritising advanced technology over pay and valuing efficiency and accuracy.