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Customer service stories

Aussies fed up with customer service bots, survey finds
Customer Experience

Aussies fed up with customer service bots, survey finds

More than half of Australians are frustrated with customer service bots and may stop buying from brands that fail to resolve their issues quickly and effectively.

By Jed Nykolle Harme • 4 min read • Thu, 14th Aug 2025
RingCentral, NiCE extend partnership to boost enterprise CX
Unified Communications

RingCentral, NiCE extend partnership to boost enterprise CX

RingCentral and NiCE have extended their partnership to enhance AI-driven communications and contact centre solutions for enterprises in Australia and globally.

By Jed Nykolle Harme • 4 min read • Sat, 9th Aug 2025
The race to biometric banking is on - which Australian bank will be first
Surveillance

The race to biometric banking is on - which Australian bank will be first

Australian banks are racing to fully adopt biometric banking, offering enhanced security and convenience through facial recognition and fingerprint technology.

By Vito Fabbrizio • 4 min read • Thu, 7th Aug 2025
Access4 unveils Ai Amplify voice assistant for channel partners
Unified Communications

Access4 unveils Ai Amplify voice assistant for channel partners

Access4 has launched Ai Amplify, an AI voice assistant on its SASBOSS platform, enhancing call handling and customer engagement for channel partners.

By Melania Watson • 2 min read • Wed, 6th Aug 2025
Adrian Smith appointed Chief Executive Officer of PMT Security
Smart Cities

Adrian Smith appointed Chief Executive Officer of PMT Security

Adrian Smith has been named CEO of PMT Security, aiming to drive growth while maintaining its family-run culture and expanding integrated security solutions.

By Melvin Hipolito • 3 min read • Mon, 4th Aug 2025

Global Stories

Customer service stories

Zoom expands AI agent to phone, launches hub & boosts AI tools
Artificial Intelligence

Zoom expands AI agent to phone, launches hub & boosts AI tools

Zoom has integrated its AI Virtual Agent with Zoom Phone, launched Zoom Hub, and enhanced AI tools to streamline meetings and workplace collaboration worldwide.

By Sean Mitchell • 4 min read • Tue, 19th Aug 2025
Wiise celebrates top ANZ partners at third annual awards
Partner Programmes

Wiise celebrates top ANZ partners at third annual awards

Wiise celebrated its top ANZ partners at the third annual awards, honouring excellence across 11 categories including innovation and customer service.

By Sean Mitchell • 3 min read • Tue, 19th Aug 2025
Joseph Joseph partners with XPO for omnichannel UK logistics
Marketing Technologies

Joseph Joseph partners with XPO for omnichannel UK logistics

Joseph Joseph teams up with XPO Logistics for UK omnichannel fulfilment, boosting warehousing, distribution, and customer service from Rugby.

By Catherine Knowles • 3 min read • Tue, 19th Aug 2025
Why a confidence-inspiring contact centre is one of your organisation's greatest assets
Unified Communications

Why a confidence-inspiring contact centre is one of your organisation's greatest assets

A responsive, seamless contact centre is vital for Australian firms to rebuild customer trust amid rising cyber threats, says Kore.ai's Paul Rilstone.

By Michael Clark from CXTT Consulting and Paul Rilstone from Kore.ai • 4 min read • Fri, 15th Aug 2025
CelcomDigi unveils in-house AI tools for operational efficiency
Unified Communications

CelcomDigi unveils in-house AI tools for operational efficiency

CelcomDigi unveils AI-powered tools developed in-house to boost operations and serve SMEs via AI-as-a-Service, enhancing efficiency and customer support.

By Shannon Williams • 3 min read • Fri, 15th Aug 2025
Report finds consumers favour human touch over AI in service
Data Analytics

Report finds consumers favour human touch over AI in service

A Verizon report reveals consumers prefer human-led service over AI, with 88% satisfied by humans versus 60% by AI-driven customer interactions.

By Melania Watson • 3 min read • Thu, 14th Aug 2025
NiCE, Salesforce deepen AI partnership for unified service
Customer Relationship Management

NiCE, Salesforce deepen AI partnership for unified service

NiCE expands its AI partnership with Salesforce to unify customer service via deeper integration between CXone Mpower and Service Cloud platforms.

By Jed Nykolle Harme • 3 min read • Wed, 13th Aug 2025
8x8 reports surge in AI-powered CX adoption & unveils new tools
Unified Communications

8x8 reports surge in AI-powered CX adoption & unveils new tools

8x8 reports a 150% rise in AI-powered customer interactions and unveils new tools enhancing CX with AI-driven insights and secure payment options.

By Shannon Williams • 4 min read • Thu, 7th Aug 2025
Master of the trade tools: The case for becoming a power user
Document Management

Master of the trade tools: The case for becoming a power user

Mastering work tools-from laptops to AI software-transforms productivity and satisfaction, giving insurance brokers a crucial edge in a digital-first world.

By David Leach • 7 min read • Wed, 6th Aug 2025

Stories from Other Regions

Customer service stories

8x8 & MNET partner to enhance secure banking customer service
Unified Communications

8x8 & MNET partner to enhance secure banking customer service

8x8 and MNET partner to enhance secure, real-time banking customer service by integrating CoreAccess+ with 8x8's CX platform for faster, safer authentication.

By Catherine Knowles • 3 min read • Fri, 15th Aug 2025
Aspire revenue climbs 28% to GBP £50.9m on tech investments
Private Cloud

Aspire revenue climbs 28% to GBP £50.9m on tech investments

Aspire Technology Solutions saw revenue rise 28% to GBP £50.9m in 2025, driven by tech investments, regional expansions, and strong customer service focus.

By Kaleah Salmon • 4 min read • Wed, 13th Aug 2025
ACT Fibrenet launches AI mesh Wi-Fi plans for Indian homes
Smart Home

ACT Fibrenet launches AI mesh Wi-Fi plans for Indian homes

ACT Fibrenet launches AI-powered mesh Wi-Fi plans in India, offering seamless coverage for large homes from INR 799 to INR 2000 monthly.

By Kaleah Salmon • 3 min read • Tue, 12th Aug 2025