Customer service stories

Complaints to Australian telecoms have plummeted to record lows, averaging just 2.7 per 10,000 services, signalling improved customer satisfaction.

The contact centre industry is poised for transformation in 2025, with a predicted rise in demand for human interaction as consumer preferences shift.

Zendesk has launched a pioneering AI Dynamic Pricing Plan, allowing businesses to flexibly integrate AI and human agents, enhancing customer service strategies.

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.

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.

IPI is collaborating with Royal Holloway, University of London, to bolster its Contact Centre during the crucial Clearing and Confirmation period.

Australian firms are increasingly using AI chatbots for customer service, but experts warn that technology lacks the emotional intelligence of human agents.

HCLTech will assist Tasman District Council in New Zealand with its Digital Innovation Programme to enhance online interactions for residents and staff.

NICE has launched CXone Mpower SmartSpeak, an AI-driven solution aiming to eliminate language barriers and enhance global communication.

A new Indeed analysis reveals that 11.6% of Australian job postings prioritise basic digital skills, overshadowing AI expertise at just 2.2%.

Salesforce has unveiled Agentforce, a groundbreaking AI platform enabling businesses to deploy autonomous agents for enhanced efficiency and customer satisfaction.

FUJIFILM Business Innovation New Zealand has been awarded 'Partner of the Year' at the 2024 Esker Impact Awards for a decade of transformative automation support.

Sovereign Cloud has rebranded to AUCyber, launching AUCloud and AUCyber to meet Australia’s evolving digital and security needs.

Nearly half of consumers find AI chatbots helpful for customer service, with 48% noting improved experiences, a new study reveals.

TrueDialog has launched its SMS application for Salesforce Marketing Cloud Engagement, enhancing SMS integration across the Salesforce ecosystem.

A new report reveals Australian banks are missing out on opportunities with SMEs, as only 40% of customers feel positive about their banking providers.

Celonis has launched AgentC, a suite of AI agents enhanced with process intelligence, aimed at streamlining enterprise applications and boosting efficiency.

ServiceNow and Rimini Street have teamed up to modernise ERP systems with an AI solution, promising cost-effective upgrades and enhanced innovation.

Stuart Thompson of ABB Electrification Service has won a Future of Field Service 2024 Stand Out 50 Award for transforming the business into a USD $1.1 billion success.

Freshworks has launched its Freddy AI Agent, promising rapid, no-code deployment within 30 minutes, aimed at enhancing customer service for midmarket firms.