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Call centre stories

Xero cuts phone bill by USD $500,000 after Dialpad switch
Software-as-a-Service

Xero cuts phone bill by USD $500,000 after Dialpad switch

Unified cloud telephony has saved the accounting software group about USD $500,000 a year and simplified calls for 1,400 staff worldwide.

By Karen Joy Bacudo • 3 min read • This month

Global Stories

Call centre stories

Google buys Spirit data for AI training, say executives
Data Protection

Google buys Spirit data for AI training, say executives

The sale has spotlighted a new class of AI training assets, with customer-service records now valued at more than USD $10 million.

By Mark Tarre • 5 min read • 2 days ago
Ui Ai launches Amica digital employee for customer service
Software-as-a-Service

Ui Ai launches Amica digital employee for customer service

Businesses facing staffing pressures may use Ui Ai's Amica to handle customer queries, orders and leads around the clock.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Daon wins Frost & Sullivan recognition for biometric model
Biometrics

Daon wins Frost & Sullivan recognition for biometric model

The award highlights rising pressure on identity vendors to stop fraud that now slips between login checks, account recovery and contact-centre calls.

By Joseph Gabriel Lagonsin • 3 min read • Last week
Talkdesk launches branch tool for banks & credit unions
Fintech

Talkdesk launches branch tool for banks & credit unions

Banks could use the new tool to give branch staff a fuller customer history, reducing repeated questions and improving advice on complex issues.

By Karen Joy Bacudo • 3 min read • Last week
Bluecrest boosts contact centre with NiCE AI platform
Software-as-a-Service

Bluecrest boosts contact centre with NiCE AI platform

Annual savings of GBP £250,000 and a 94% answer rate followed a shift to AI transcription and analytics across Bluecrest's service lines.

By Sofiah Nichole Salivio • 3 min read • Last week
Cyber criminals spend USD $7 million on expired domains
Cybersecurity

Cyber criminals spend USD $7 million on expired domains

Expired web addresses are becoming a lucrative shortcut to trust and traffic, with one group spending more than USD $7 million.

By Mark Tarre • 4 min read • Last week
me&u launches reservations platform with Aria partnership
Software-as-a-Service

me&u launches reservations platform with Aria partnership

The launch could help venues cut supplier sprawl and recognise returning diners across bookings, orders and events in one system.

By Mark Tarre • 5 min read • This month
Tech Mahindra unveils TechM Ting sonic brand identity
Digital Transformation

Tech Mahindra unveils TechM Ting sonic brand identity

The new audio mark is set to run across offices, apps and customer touchpoints as Tech Mahindra standardises its global brand image.

By Mark Tarre • 3 min read • This month
Rinnai Australia cuts service times with Oracle AI
Manufacturing

Rinnai Australia cuts service times with Oracle AI

Customer enquiries are now being answered up to 35% faster as Rinnai Australia uses Oracle AI to ease pressure on its call centre.

By Joseph Gabriel Lagonsin • 3 min read • This month
Scoot uses AI to speed up customer feedback analysis
Data Protection

Scoot uses AI to speed up customer feedback analysis

Passenger complaints can now be acted on in minutes, helping Scoot spot booking and login problems before they dent sales.

By Joseph Gabriel Lagonsin • 3 min read • This month
Intelematics connects one millionth vehicle to eCall
Toyota

Intelematics connects one millionth vehicle to eCall

ANCAP's new safety criteria are likely to make emergency-call systems a must-have, after one million vehicles were linked to Intelematics' platform.

By Joseph Gabriel Lagonsin • 4 min read • This month

Stories from Other Regions

Call centre stories

Otto & Restoke join forces on restaurant AI ordering
Digital Transformation

Otto & Restoke join forces on restaurant AI ordering

The deal should help restaurants steer phone orders towards higher-margin dishes while easing pressure on staff and margins.

By Mark Tarre • 5 min read • 2 days ago
AnywhereNow's Tendfor wins Microsoft Teams certification
Software-as-a-Service

AnywhereNow's Tendfor wins Microsoft Teams certification

Customers using Microsoft Teams may find contact centre integration simpler after Tendfor was certified under Microsoft's Unify Integration Model.

By Joseph Gabriel Lagonsin • 3 min read • Last week
Currys rolls out NiCE software to unify customer service
Digital Transformation

Currys rolls out NiCE software to unify customer service

The overhaul is lifting satisfaction and cutting complaints as Currys handles nearly 6 million support contacts a year across its retail network.

By Mark Tarre • 4 min read • This month
Kyndryl to help Suryoday deploy agentic AI in bank
Digital Transformation

Kyndryl to help Suryoday deploy agentic AI in bank

The lender expects faster onboarding, tighter fraud checks and quicker customer responses as AI spreads across its regulated banking operations.

By Sean Mitchell • 4 min read • This month
Older consumers most loyal to working AI customer service
Digital Transformation

Older consumers most loyal to working AI customer service

Consumers aged 60 and over are most likely to stick with AI support if it solves problems, highlighting performance as the key loyalty driver.

By Joseph Gabriel Lagonsin • 4 min read • This month