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Australian Stories

Customer service stories

Gallagher Security opens Gold Coast office for regional growth
Marketing

Gallagher Security opens Gold Coast office for regional growth

Gallagher Security opens a new office in Southport, Gold Coast, expanding its presence and training facilities across Australia and the wider APAC and IMEA regions.

By Sean Mitchell • 3 min read • Wed, 5th Nov 2025

Global Stories

Customer service stories

Xero research shows small firms lag on AI
Digital Transformation

Xero research shows small firms lag on AI

Research reveals many small businesses in Australia, the UK and US are cautious about AI, despite growing confidence and benefits like time savings.

By Sean Mitchell • 5 min read • Thu, 13th Nov 2025
SOTI upgrades platform to boost retail device security & speed
Data Protection

SOTI upgrades platform to boost retail device security & speed

SOTI upgrades its ONE Platform to enhance device security, speed, and operational visibility, helping retailers boost efficiency and meet rising consumer expectations.

By Sean Mitchell • 3 min read • Thu, 13th Nov 2025
Fusion5 named global finalist for 2025 Dynamics 365 Service award
Unified Communications

Fusion5 named global finalist for 2025 Dynamics 365 Service award

Fusion5 is a global finalist for the 2025 Microsoft Dynamics 365 Service Partner of the Year Award, recognised for rapid AI-driven customer service solutions.

By Sean Mitchell • 3 min read • Thu, 13th Nov 2025
Fluent Commerce unveils server to boost AI in retail queries
Digital Transformation

Fluent Commerce unveils server to boost AI in retail queries

Fluent Commerce launches MCP Server to link AI agents with retail backend systems, speeding up order queries and boosting customer service efficiency.

By Sean Mitchell • 3 min read • Thu, 13th Nov 2025
Consilium unveils AI-powered customer experience platform for enterprises
Software-as-a-Service

Consilium unveils AI-powered customer experience platform for enterprises

Consilium launches AI-powered CX platform unifying voice, video, CRM and analytics, aiming to boost enterprise engagement and agent productivity worldwide.

By Melvin Hipolito • 2 min read • Tue, 11th Nov 2025
Freshworks grows AI revenue & launches non-IT service solution
Digital Transformation

Freshworks grows AI revenue & launches non-IT service solution

Freshworks boosts AI revenue with a 15% rise in quarterly revenue and launches Freshservice for Business Teams, expanding beyond IT departments.

By Melvin Hipolito • 4 min read • Fri, 7th Nov 2025
Simon de Winter Group partners with MCG for supply chain revamp
Digital Transformation

Simon de Winter Group partners with MCG for supply chain revamp

Simon de Winter Group teams up with Middlebank Consulting Group to digitally transform its supply chain, boosting efficiency across Australia and New Zealand.

By Kaleah Salmon • 3 min read • Thu, 6th Nov 2025
How human agents can work with AI to elevate contact centre outcomes for customers
Unified Communications

How human agents can work with AI to elevate contact centre outcomes for customers

Combining human empathy with AI's smart automation transforms contact centres, boosting efficiency and delivering personalised customer experiences.

By Rod Lester • 3 min read • Thu, 6th Nov 2025
Guidewire to acquire ProNavigator, boosting insurance knowledge
Digital Transformation

Guidewire to acquire ProNavigator, boosting insurance knowledge

Guidewire will acquire ProNavigator, enhancing its platform with context-aware knowledge to improve efficiency and service in the P&C insurance sector.

By Melvin Hipolito • 3 min read • Wed, 5th Nov 2025
Amperity introduces Real-Time Profiles for instant personalisation
Customer Experience

Amperity introduces Real-Time Profiles for instant personalisation

Amperity launches Real-Time Profiles, combining live activity with historical data to enable instant, personalised customer experiences across marketing and service.

By Sean Mitchell • 3 min read • Tue, 4th Nov 2025

Stories from Other Regions

Customer service stories

Home Bargains upgrades UK store networks to support expansion
Network Infrastructure

Home Bargains upgrades UK store networks to support expansion

Home Bargains is upgrading network and payment systems in over 650 UK stores with Evolve to boost resilience and support plans for 1,000 outlets.

By Catherine Knowles • 3 min read • Fri, 14th Nov 2025
Access Group eyes over 1,000 digital jobs in Malaysia by 2027
Digital Transformation

Access Group eyes over 1,000 digital jobs in Malaysia by 2027

The Access Group plans to expand its Kuala Lumpur centre from 316 to over 1,000 digital jobs by 2027, supporting Malaysia's growing tech sector.

By Catherine Knowles • 4 min read • Fri, 14th Nov 2025
Mihup champions human-centred voice AI for broader inclusion
Unified Communications

Mihup champions human-centred voice AI for broader inclusion

Mihup champions human-centred voice AI that supports multiple Indian languages and accents, aiming to boost accessibility beyond urban areas.

By Sean Mitchell • 3 min read • Thu, 13th Nov 2025
Three signs your company is heading for the customer support squeeze
Customer Experience

Three signs your company is heading for the customer support squeeze

Businesses face a customer support squeeze as rising effort, agent overload, and scale pressures threaten growth and customer loyalty.

By Simon Hayward • 4 min read • Wed, 12th Nov 2025
DBS rolls out AI-powered virtual assistant Joy to all SMEs
DevOps

DBS rolls out AI-powered virtual assistant Joy to all SMEs

DBS has launched its AI-powered virtual assistant, DBS Joy, for all corporate clients, enhancing 24/7 support and boosting SME customer satisfaction by 23%.

By Sean Mitchell • 3 min read • Mon, 10th Nov 2025
Fusion5 buys Kordia's managed IT business
Artificial Intelligence

Fusion5 buys Kordia's managed IT business

Fusion5 has acquired Kordia's managed IT business, gaining 26 experts to boost its services while Kordia refocuses on core cybersecurity and connectivity sectors.

By Sean Mitchell • 4 min read • Thu, 6th Nov 2025