Customer service stories - Page 6

FUJIFILM CodeBlue Australia has revolutionised managed IT services by abolishing long-term contracts, offering clients flexibility and improved customer satisfaction.

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.

A Freshworks survey reveals that nearly half of UK employees would consider job changes for better AI integration, highlighting its workplace importance.

Devoli has integrated automation bots in its Customer Success and Finance teams, improving efficiency and 24/7 service without rising costs.

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.

Voice AI platform Vapi secures USD $20 million in Series A funding, aiming to enhance its voice agent deployment across diverse industries.

Global forklift manufacturer Combilift has boosted efficiency and revenue following the implementation of Infor SyteLine, resulting in a 30% revenue increase.

Research by Appian shows that despite digital adoption, 78% of Australian energy firms struggle with data accessibility, risking operational efficiency.

Pegasystems has launched enhanced generative AI and automation tools in Pega Smart Dispute to help banks manage rising payment dispute volumes efficiently.

Pegasystems has unveiled the latest Pega Smart Investigate Enterprise Edition, enhancing banks' capabilities in processing payment exceptions with AI automation.

Executives at OutSystems predict that by 2025, AI will revolutionise customer service, but emphasise data quality as crucial for transformation.

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 has appointed Shashi Upadhyay as its new President of Product, Engineering, and AI, charged with driving growth in customer and employee services.

Qantas has renewed its global distribution deal with Sabre, enhancing access to its services for travel agencies worldwide.

Uber Direct has teamed up with Grozeo to offer small and medium retailers rapid delivery services, enabling faster item delivery within two hours.

Kore.ai's latest reports reveal Australians are embracing AI in customer service, prioritising advanced technology over pay and valuing efficiency and accuracy.

Optus and NICE have launched a new contact centre system at Great Southern Bank, cutting customer wait times to just 30 seconds for 80% of calls.

Kao Data has appointed CBRE to manage its facilities across Europe, enhancing operational efficiency and support for its expanding data centre portfolio.

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

Integrity360 has acquired Adsigo, a cyber security firm, aiming to enhance its presence in the DACH region and eventually exceed EUR 135 million in revenues.