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Customer service Stories - Page 49

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Customer service stories

Optus & NICE upgrade Great Southern Bank call centres
Unified Communications

Optus & NICE upgrade Great Southern Bank call centres

Optus and NICE have launched a new contact centre system at Great Southern Bank, cutting customer wait times to just 30 seconds for 80% of calls.

By Catherine Knowles • 3 min read • Thu, 5th Dec 2024
NICE CXone platform sees 80% increase in interactions
Unified Communications

NICE CXone platform sees 80% increase in interactions

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

By Imee Dequito • 2 min read • Thu, 5th Dec 2024
Integrity360 acquires Adsigo to expand DACH region presence
Semiconductors

Integrity360 acquires Adsigo to expand DACH region presence

Integrity360 has acquired Adsigo, a cyber security firm, aiming to enhance its presence in the DACH region and eventually exceed EUR 135 million in revenues.

By Sean Mitchell • 3 min read • Thu, 5th Dec 2024
Enhancing customer service through AI-powered personalisation
Data Analytics

Enhancing customer service through AI-powered personalisation

As 71% of consumers now demand personalised interactions, brands must embrace AI to enhance customer service and foster deeper connections.

By Emily Bristow • 7 min read • Wed, 4th Dec 2024
Generative AI to become enterprise cornerstone by 2025
Digital Transformation

Generative AI to become enterprise cornerstone by 2025

Generative AI is set to transform industries by 2025, moving from buzz to essential applications in customer engagement, healthcare, and decision-making.

By Shannon Williams • 3 min read • Tue, 3rd Dec 2024
Responsible AI: Managing ethical and regulatory risks while using AI to accelerate growth
Physical Security

Responsible AI: Managing ethical and regulatory risks while using AI to accelerate growth

AI is projected to boost Australia's economy by 40% and add AUD $600 billion by 2030, yet concerns over data privacy and ethical risks are rising.

By Shreshta Shyamsundar • 4 min read • Tue, 3rd Dec 2024
Granicus honours Aussie & Kiwi digital government leaders
Digital Transformation

Granicus honours Aussie & Kiwi digital government leaders

Granicus has revealed its 2024 Digital Government Awards winners in Australia and New Zealand, celebrating innovative public sector digital advancements.

By Melania Watson • 3 min read • Wed, 27th Nov 2024
Babeltext transforms global messaging with 135-language tool
EduTech

Babeltext transforms global messaging with 135-language tool

Babeltext's multilingual chat platform revolutionises business communication, translating messages across 135 languages into English for seamless customer engagement.

By Catherine Knowles • 3 min read • Fri, 22nd Nov 2024
NetApp recognises top partners in Australia & New Zealand
Storage

NetApp recognises top partners in Australia & New Zealand

NetApp has celebrated its Partner Award Winners for FY24 in Australia and New Zealand, recognising excellence in customer service and IT solutions.

By Melania Watson • 3 min read • Fri, 22nd Nov 2024

Stories from Other Regions

Customer service stories

Trust & AI in shopping: New Zealand consumers' views
Marketing Technologies

Trust & AI in shopping: New Zealand consumers' views

Salesforce's report reveals New Zealand consumers are increasingly willing to embrace AI in shopping, despite a sharp decline in trust towards companies.

By Kaleah Salmon • 2 min read • Mon, 2nd Dec 2024
Angela Robinson named country MD for Australia at Publicis
EduTech

Angela Robinson named country MD for Australia at Publicis

Angela Robinson has been appointed as Country Managing Director for Australia at Publicis Sapient, aiming to enhance digital transformation in the region.

By Imee Dequito • 3 min read • Mon, 2nd Dec 2024
Commonwealth Bank uses AI to enhance customer service
Customer Relationship Management

Commonwealth Bank uses AI to enhance customer service

Commonwealth Bank of Australia is leveraging AI to improve customer service, reducing scam losses by 50%, fraud by 30%, and call wait times by 40%.

By Kaleah Salmon • 2 min read • Fri, 29th Nov 2024
UK employees lead Europe in AI workplace adoption
Human Capital Management

UK employees lead Europe in AI workplace adoption

UK employees lead Europe in workplace AI adoption, with 25% using AI daily and trust in the tools steadily rising.

By Melania Watson • 3 min read • Fri, 29th Nov 2024
AI could be key to restoring consumer trust in Singapore
Customer Experience

AI could be key to restoring consumer trust in Singapore

A Salesforce report reveals a significant drop in consumer trust among Singaporeans, with 75% of respondents seeking more consistent interactions and AI solutions.

By Shannon Williams • 3 min read • Thu, 28th Nov 2024
AI & IT systems crucial for retail success on Black Friday
Digital Transformation

AI & IT systems crucial for retail success on Black Friday

As Black Friday looms, retailers face the dual challenge of IT resilience and consumer trust in AI, with only 10% of UK shoppers keen to use AI tools.

By Catherine Knowles • 3 min read • Thu, 28th Nov 2024
Study reveals UK consumers' mixed views on AI in retail
Customer Experience

Study reveals UK consumers' mixed views on AI in retail

A Zoho Survey reveals over half of consumers believe AI personalisation in retail has no impact, highlighting a crucial need for improved engagement.

By Melania Watson • 3 min read • Fri, 22nd Nov 2024
Net Essence acquires Workshop IT with Growth Lending aid
Partner Programmes

Net Essence acquires Workshop IT with Growth Lending aid

Net Essence has acquired Workshop IT, enhancing its IT services reach, supported by a loan from Growth Lending to fuel future growth.

By Catherine Knowles • 3 min read • Fri, 22nd Nov 2024
Call Design & CallD.ai join forces for AI optimisation
Unified Communications

Call Design & CallD.ai join forces for AI optimisation

Call Design and CallD.ai have partnered to enhance workforce optimisation in contact centres, merging AI solutions with human expertise for improved efficiency.

By Kaleah Salmon • 3 min read • Fri, 22nd Nov 2024