Customer Support stories

Artificial intelligence (AI) is prompting 75% of Australian businesses to significantly change operational strategies within four years, a shift greater than the last 20 years, according to HubSpot.

AI-powered retail personalisation is stepping up. Aiming for true one-to-one custom experiences, the industry leans into predictive AI, driven by robust data, to stay competitive.

Ivanti CEO, Jeff Abbott, unveils revamp of the firm's security model aimed at setting an industry standard amid increasingly sophisticated cyber threats.

Supply chain tech company, FourKites, maximises its revenue process and boosts operational efficiency through the adoption of AI-powered Clari's revenue platform.

Twilio introduces Unified Profiles and Agent Copilot to its Flex platform, using Segment's customer data to provide personalised, data-informed customer experiences and bolster employee productivity.

Alianza, the cloud communications firm, chooses Infovista's Ativa platform to fuel its Voice Analytics Platform, enhancing CSPs understanding of voice traffic through real-time metrics and diagnostics.

Telecoms firm Swoop Holdings announces Declan O'Callaghan, seasoned industry leader, as its new Chief Operating Officer, following a highly successful H1 FY24.

A Hokodo study indicates payment terms are key in B2B eCommerce, with 83% of businesses willing to abandon a transaction without them.

Optus partners with AI solution provider RingCentral to launch a cloud-based collaboration platform for Australian businesses, a first-of-its-kind move aiming to foster productivity and flexibility.

AI's enhanced role in education offers a personalised learning experience, easing teachers' workload, while providing tailored study schedules and multi-language support for students.

Striking a balance between data protection compliance and customer trust is pivotal, making a customer-centric cybersecurity incident response crucial, says a statement from Logicalis Australia.

Vectra has launched the industry's first global open MXDR service, aimed at bolstering defence against hybrid attacks and easing the pressure on SOC teams, struggling amid a surge in isolated tool alerts.

Southern Cross Credit Union (SCCU) partners with global cloud communications firm, Vonage, enhancing their customer support system in Australia by employing Vonage Fusion's UCaaS and CCaaS solutions.

Claroty's 'Medigate' bags the Best in KLAS award for Healthcare IoT Security for a remarkable fourth year, enhancing cyber-resilience in healthcare units.

More and Tangerine adapting to Telecommunications Financial Hardship Industry Standard 2024, affirming commitment to affordability and accessibility of services amid financial challenges.

Neos Networks and Securus Communications have partnered to provide secure, reliable connectivity for McArthurGlen's nine UK outlet sites, notably bolstering network visibility and security.

Jenn McAuliffe joins SmartBear, a top software development tools provider, as Senior VP of Enterprise Sales, aiming to boost major B2B growth.

IFS bolsters commitment to Environmental, Social, Governance agenda with appointment of Sophie Graham as new global Chief Sustainability Officer.

Uncertainty clouds VMware's future following its £61bn acquisition by Broadcom, forcing many clients to contemplate alternate measures amidst concerns of staff layoffs and price hikes.

Leaseweb, a cloud services provider, rolls out its Multi-CDN technology in Asia Pacific, enhancing content delivery performance and slashing latency for sectors including Media, SaaS, Gaming and more.

Cyber-physical systems protection firm, Claroty, appoints industry veteran Shira Bar Yosef as its first ever Chief Customer Officer, aiming to enrich customer experience.

Harness has boosted its continuous deployment capabilities by acquiring key intellectual property and technology from Armory, aiming to streamline the developer experience.

Air India's AI-driven virtual assistant, AI.g, has been launched on WhatsApp to offer customers an easily accessible support channel for over 1300 travel-related enquiries.

AI is redefining professional roles, demanding a shift toward AI proficiency in recruiting, offering companies access to a global talent pool.