Customer service Stories - Page 48

Global Stories

Customer service stories

AI innovations to transform customer experience by 2025

Matthias Goehler of Zendesk forecasts that by 2025, enterprises will require stringent AI governance amid a 250% surge in shadow AI usage.

By Kaleah Salmon • 5 min read • Mon, 30th Dec 2024

Unified Communications

Spreetail unveils profit-sharing to benefit top partners

Spreetail has launched a profit-sharing initiative, Shareback, to reward top partners who exceed profit expectations with a share of unexpected margins.

By Kaleah Salmon • 2 min read • Mon, 30th Dec 2024

Hyperscale

Proto unveils AI-powered holographic conversational agents

Proto has unveiled the first autonomous AI-powered holographic conversational agents at AWS re:Invent, showcasing groundbreaking multi-agent AI technology.

By Kaleah Salmon • 3 min read • Mon, 23rd Dec 2024

Customer Experience

Twilio recognised as leader in IDC MarketScape for CDP 2024

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.

By Catherine Knowles • 3 min read • Fri, 13th Dec 2024

Customer service

Vapi secures USD $20 million for AI voice agent expansion

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

By Melania Watson • 3 min read • Fri, 13th Dec 2024

Manufacturing

Combilift boosts efficiency with AI-powered Infor SyteLine

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

By Catherine Knowles • 3 min read • Thu, 12th Dec 2024

Generative AI

Pegasystems launches AI-enhanced solution for bank disputes

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

By Melania Watson • 3 min read • Thu, 12th Dec 2024

Robotic Process Automation

Pegasystems unveils AI-driven Pega Smart Investigate update

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

By Melania Watson • 3 min read • Thu, 12th Dec 2024

Digital Transformation

OutSystems leaders predict AI trends & challenges by 2025

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

By Shannon Williams • 3 min read • Thu, 12th Dec 2024

Customer Experience

Suncorp partners with Microsoft to harness AI & cloud tech

Suncorp has partnered with Microsoft for five years to enhance AI and cloud technology across its operations, aiming to improve efficiency and customer service.

By Catherine Knowles • 3 min read • Wed, 11th Dec 2024

Data Analytics

Zendesk appoints Shashi Upadhyay as AI strategy leader

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

By Imee Dequito • 2 min read • Wed, 11th Dec 2024

Stories from Other Regions

Customer service stories

Robotics

India's first AI-powered voicebot platform is launched by Agrim

Misfits Communications has launched Agrim, India's first AI-powered voicebot platform, enhancing customer service with 24/7 support in 41 languages.

By Catherine Knowles • 3 min read • Sun, 5th Jan 2025

Digital Transformation

Watco partners with Blue Yonder for real-time freight rates

Watco has teamed up with Blue Yonder to enhance freight services, offering real-time pricing and booking to tackle industry challenges.

By Sean Mitchell • 2 min read • Thu, 19th Dec 2024

Digital Transformation

Fujifilm CodeBlue Australia ends extended lock-in contracts

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

By Kaleah Salmon • 2 min read • Thu, 19th Dec 2024

Migration

UK businesses unprepared for 2027 PSTN network switch

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.

By Shannon Williams • 3 min read • Tue, 17th Dec 2024

Human Capital Management

UK employees increasingly favour AI in the workplace

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

By Melania Watson • 2 min read • Tue, 17th Dec 2024

Unified Communications

Devoli automates services, saves over NZD $20,000 annually

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

By Sean Mitchell • 3 min read • Mon, 16th Dec 2024

Data Fabric

Australian energy firms face data challenges despite digital tools

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

By Sean Mitchell • 3 min read • Thu, 12th Dec 2024