Call centre stories
The upgrade should help the Australian consultancy win larger contact centre deals as enterprises demand proven AWS expertise and delivery scale.
The update could help smaller firms handle more customer enquiries without adding staff, as RingCentral adds SMS, WhatsApp and queue support.
Businesses can now deploy AI agents faster and see queue issues live after 8x8 expanded its Platform for CX with new analytics and authentication tools.
Fans in 245 countries and regions can now get round-the-clock help on tickets and merchandise as Weverse automates support with Google Cloud AI.
Businesses can now retain customer context across voice, messaging and AI hand-offs as Twilio broadens its engagement platform.
The tool aims to cut routine enquiries and help Canadians compare cover without logging in, as TD expands AI across its businesses.
Businesses will be able to verify texts and calls more easily as RingCentral expands RCS, AI and Microsoft Teams support across key markets.
Partners can now tap Philippines BPO demand through Gamma’s local licence, after the company set up in-country infrastructure to meet regulatory rules.
Companies using AI for customer experience are cutting churn and lifting revenue, with Qualtrics saying richer feedback can triple insights.
Small firms in Germany and Greece are first in line for Vodafone Business’s new Google Cloud-backed AI concierge and cyber defence tools.
The customer experience software provider is courting UK and European brands as it passes USD $100 million in annual recurring revenue.
Many large companies are making support harder to reach, with most failing to offer clear web, chat or phone access, a Parloa study found.
Retailers are using Google’s new AI suite to speed up shopping and support, with Bunnings already live and UCP adoption starting to grow.
Missed calls at small firms are becoming a bigger revenue risk as Newo expands its AI receptionist tools beyond the US and into Europe.
Contact centres are using AI to cut admin, explain demand spikes and help agents, with savings and faster resolutions already visible.
Poor service is driving customers away, with 45% of Australians saying one bad retail interaction would make them avoid a retailer.
Businesses using cloud communications will gain clearer usage and performance data as NUWAVE embeds Tollring's Analytics 365 into partner-delivered services.
Providers face new obligations under 2025 reforms, with prompt feedback handling now central to safer, consumer-centred aged care.
Callers will reach help faster at the retailer as AI now handles routine queries and service requests in US stores, while staff focus on shoppers.
The insurer will use cloud and AI tools to cut claims admin and speed up customer service under a five-year agreement with Microsoft.
