Customer service stories
BeyondTrust achieves customer security 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
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
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
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
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
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
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
“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
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
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?
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
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
By leveraging conversational AI, companies across multiple sectors can automate various aspects of customer interactions.
New survey explores short term impact of generative AI
"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
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
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
"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
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
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
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
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
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
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
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.