Customer service stories - Page 22

Voitec is now the official distributor of Heedify's Microsoft Teams attendant console in Australia and New Zealand, enhancing frontline communication efficiency.

Skillsoft partners with Salesforce to launch AI-powered training within its platform, aiming to close skill gaps in customer support teams and enhance service quality.

Australian supplier R&S Grating has boosted efficiency with Wiise cloud ERP, cutting stock outages and admin time by over 60%, while improving forecasting accuracy.

Calabrio launches a unified Performance Management platform to streamline contact centre employee management and boost productivity with AI-driven tools.

Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.

RingCentral has launched Customer Journey Analytics for Australian users of its RingCX platform, enhancing visibility across unified communications and contact centres.

Generative AI is transforming CRM, breaking down silos across teams to deliver seamless, personalised customer experiences and boost business agility.

Kingston launches refreshed XS Series external SSDs, offering up to 4TB storage and 2,000MB/s speeds for pros and portable options for everyday users.

HubSpot has launched a direct ChatGPT connector for CRM insights, enabling users to analyse customer data with natural language queries and no coding.

NiCE has honoured partners across APAC and EMEA for driving AI and automation excellence in customer service with its 2025 International Partner Awards.

Lockyer Valley Regional Council has upgraded its ERP system to TechnologyOne's platform, enhancing services for 45,000 residents and improving staff efficiency.

Contact centres are using AI to flexibly scale staffing in real time, enhancing customer service while protecting employee wellbeing amid rising demand.

Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.

Appian launches Connected Claims 2.0, an AI-driven platform to revolutionise insurance claims with faster processing, fraud detection, and improved customer experience.

HCLTech and UiPath have partnered to deliver scalable agentic automation, combining AI and automation to boost business agility and efficiency globally.

Riverina Water's adoption of Infor CloudSuite cut billing times by 30% and reduced rates certificate processing by over six days in NSW.

Only 7% of Australian executives aim to lead in AI adoption for customer experience, risking falling behind in a $2 trillion AUD market, says Qualtrics.

AI is transforming contact centres in Australia and New Zealand, with 98% adopting it, but human skills and trust remain crucial for success.

Australian online shoppers now prioritise product range, convenience, and trust over low prices as marketplaces face pricing pressures in 2025, says Pattern study.

Kangaroo Island residents face possible internet outage from 16 May as supplier Island Wide threatens to cut services amid stalled acquisition talks with Swoop.