Customer service stories

BeyondTrust achieves customer security certification
Last week
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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.

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.

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.

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.

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.

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.

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.

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."

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.

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.

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.

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.

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.

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."

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.

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%.

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."

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.

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.

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.

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.

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.

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.

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.