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Customer service stories

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BeyondTrust achieves customer security certification
This month
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iam
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customer service
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certification
BeyondTrust, the specialists in intelligent identity and access security, have announced the company has achieved ISO 27001:2022 certification.
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Lenovo starts reduced carbon transport service for sustainability
This month
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sustainable it
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innovation
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lenovo
The new solution empowers enterprises to achieve sustainability goals through a lower-carbon emissions alternative to transport IT purchases.
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BotPenguin unveils advanced AI chatbots for better experience
Last month
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cx
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ml
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chatbots
BotPenguin's AI Chatbots offer personalized communication and integrations to enhance customer engagement and business operations.
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Channel selection: Essential for a successful customer experience strategy
Last month
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contact centre
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ml
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cx
Today's contact centres are evolving rapidly to meet customer demand for diverse, seamless engagement channels. Here's how.
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Interactive recognised as a Cisco powered service provider
Last month
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sd-wan
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customer service
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cisco
According to the company, this recent achievement reaffirms Interactive's position as a key player in the technology solutions domain.
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Got It’s Agent Copilot to combat AI hallucinations for CX
Last month
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ai
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digital transformation
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sales
Agent Copilot significantly improves sales and service agent KPIs by quickly surfacing accurate answers and insights from complex knowledge base documents.
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Freshworks unveils AI-powered customer service suite
Last month
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cx
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it automation
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ai
Freddy AI, the Freshworks Customer Service Suite, enables a modern customer support experience accessible to any company.
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Australian telco customer complaint numbers hit record low
Last month
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telecommunications
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customer service
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communications alliance
“The industry’s achievements in further reducing complaint numbers over the past six years is testimony to sustained focus on customer service."
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Key factors to look for in a Customer Experience Software
Wed, 26th Jul 2023
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contact centre
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cloud services
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cx
Organisations need to continue investing in customer experience (CX) solutions that empower them to deliver frictionless experiences.
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Ascensos uses Calabrio ONE to save 375 hours a week
Mon, 24th Jul 2023
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contact centre
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productivity
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customer service
Ascensos is using Calabrio ONE to schedule 2,500 agents at seven contact centre locations in the United Kingdom, Romania, Turkey, and South Africa. 
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Demystifying GPT solutions: to ChatGPT or not to ChatGPT?
Sun, 16th Jul 2023
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contact centre
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ai
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nice
Ultimately, the future of contact centres will likely hinge on the successful integration of AI technologies like GPT.
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The five key pillars of exceptional customer contact
Fri, 14th Jul 2023
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saas
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contact centre
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cx
To succeed, brands need to go above and beyond to provide consistent experiences to their customers while also looking to make continuous improvements.
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Conversational AI's role in optimising debt collection
Mon, 10th Jul 2023
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finance, leasing & rental
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digital transformation
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chatbots
By leveraging conversational AI, companies across multiple sectors can automate various aspects of customer interactions.
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New survey explores short term impact of generative AI
Thu, 29th Jun 2023
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customer service
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research and development
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software development
"Generative AI has opened up amazing new possibilities to build companies, to grow companies, and to make companies more efficient and profitable."
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Australians are resisting the rise of AI in banking
Tue, 20th Jun 2023
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ai
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customer service
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banking
Australians prefer traditional banks over digital-only, in large part due to the ability to speak to a bank teller face-to-face.
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Crocus customer service system blossoms with Freshdesk
Fri, 16th Jun 2023
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cx
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customer service
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freshdesk
Since implementing Freshdesk to handle the spike in customer enquiries during the pandemic, Crocus has reduced its typical customer-first response time by 91%.
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NICE launches next big leap of CX platform Enlighten
Wed, 7th Jun 2023
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cx
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ai
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customer service
"NICE is committed to helping organisations with today's growing need for decision velocity and the creation of personalisation at scale."
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SolarWinds upgrade service management solutions with AI
Wed, 17th May 2023
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ai
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solarwinds
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customer service
SolarWinds announces it’s adding transformative artificial intelligence and machine learning capabilities to its IT service management solutions. 
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Restaurant Brands consolidates operations on the SAP Cloud
Tue, 9th May 2023
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private cloud
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workflow automation
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erp
The company has implemented multiple SAP solutions, including SAP S/4HANA Private Cloud Edition, across its ANZ, Hawaii and California operations.
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Espria and Five9 to provide cloud contact centre solutions
Wed, 22nd Mar 2023
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cloud services
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managed services
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customer service
The collaboration will extend the delivery of engaging and unified customer journeys across digital and voice channels and between virtual and live agents.
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Uber partners Oracle Cloud Infrastructure for new products
Wed, 15th Feb 2023
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digital transformation
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hybrid cloud
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multi-cloud
Oracle and Uber have announced a seven-year cloud partnership to accelerate innovation, help deliver new products to market, and drive increased profitability.
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Human service, AI and analytics top contact centre trends
Fri, 6th Jan 2023
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contact centre
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data analytics
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ai
As global financial conditions continue to worsen, the number of vulnerable customers is increasing, according to IPI. 
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New Zealand’s eCommerce sector lags in customer experience
Thu, 5th Jan 2023
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cx
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customer engagement
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customer service
A New Zealand eCommerce expert worries that the art of retail may be lost to the cookie cutter approach currently dominating local online shopping sites.
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Exclusive: IPI edges out competition with compliance solutions
Wed, 23rd Nov 2022
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cloud services
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compliance
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communications
IPI is a people- and purpose-led business, and with 21 years in the industry, it's not hard to see why their solutions and expertise are highly sought after.
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