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Customer service stories - Page 3

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How organisations can upgrade an ERP system that’s no longer working for the business
Last month
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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Outdated ERP systems hinder businesses, causing inefficiencies and slow growth; upgrading to tailored, cloud-based solutions can enhance performance.
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UK firms risk GBP £4.5bn losses due to poor service
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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.
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Decision Inc. acquires ProQuest to enhance AI & Salesforce
Last month
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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.
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Australian fleets see benefits from GPS & EV adoption
Last month
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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.
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CoinFlip Wallet launches in Australia & New Zealand
Last month
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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.
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Sinch earns Tier One for A2P SMS excellence in ROCCO report
Last month
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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.
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Australian firms risk $71 billion due to poor service
Last month
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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.
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Banks lead industries in adoption of generative AI technology
Last month
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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.
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Zendesk unveils AI Dynamic Pricing Plan for flexibility
Last month
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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.
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Mitel & Talkative enhance AI capabilities in call centres
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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.
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Australian telecom complaints reach record low levels
Last month
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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.
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Contact centres in 2025: Balancing AI with human empathy
Last month
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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.
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Zendesk unveils AI dynamic pricing for flexible integration
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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.
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Peak Insight appoints new CEO & GM of sales in Australia
Last month
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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.
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Softsource vBridge acquires TLC to form major IT group
Last 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.
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Royal Holloway partners with IPI for Clearing support
Last 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.
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AI chatbots in Australia need human touch for empathy
Last month
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cx
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martech
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personalisation
Australian firms are increasingly using AI chatbots for customer service, but experts warn that technology lacks the emotional intelligence of human agents.
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HCLTech partners with Tasman District for digital upgrade
Last month
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digital transformation
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genai
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ai
HCLTech will assist Tasman District Council in New Zealand with its Digital Innovation Programme to enhance online interactions for residents and staff.
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NICE launches AI-powered CXone Mpower SmartSpeak tool
Last month
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uc
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cx
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martech
NICE has launched CXone Mpower SmartSpeak, an AI-driven solution aiming to eliminate language barriers and enhance global communication.
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Australian employers prioritise basic over advanced digital skills
Last month
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digital transformation
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supply chain & logistics
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ai
A new Indeed analysis reveals that 11.6% of Australian job postings prioritise basic digital skills, overshadowing AI expertise at just 2.2%.