Customer service stories - Page 2

Genesys leads Forrester's Wave report for Q2 2025 in CCaaS platforms, excelling in AI, innovation, and strategy for customer experience solutions.

Luxury Escapes and Cover Genius have broadened their partnership to launch a new 'Cancellation Protection' feature for travellers, offering 100% refunds.

DaveAI has raised new funds in a pre-Series A round led by Inflection Point Ventures and SucSEED, aimed at enhancing its AI technology and global expansion.

Google has launched the Gemini 2.5 series of AI models, boosting enterprise applications with advanced reasoning capabilities and tailored solutions for businesses.

Deloitte has expanded its partnerships with Google Cloud and ServiceNow, unveiling over 100 AI agents aimed at revolutionising client operations across multiple sectors.

Google Cloud has unveiled AI enhancements in its Customer Engagement Suite, enabling businesses to improve interactions and service efficiency significantly.

As customer expectations rise, NICE's Rod Lester emphasises the critical role of agent empowerment in contact centres, driven by AI tools for enhanced service.

VistaPrint's 2025 SMB Report reveals that while over 65% of Australian small businesses face economic challenges, half remain optimistic for the future.

Alcatel-Lucent Enterprise has unveiled ALIE, a generative AI chatbot designed to boost efficiency for channel partners and employees, significantly reducing support calls by 50%.

ServiceNow has appointed Melissa Ries as Group Vice President for Asia & Korea and Yen Yen Tan to its Global Advisory Council to boost operations in the region.

Prvidr has opened a new office in Townsville to better serve its expanding clientele across Queensland, boosting technology job opportunities in the region.

As generative AI reshapes customer interactions, experts urge reliance on edge infrastructure and CDNs to ensure seamless, low-latency user experiences.

Talkdesk has launched its Knowledge Creator feature, leveraging generative AI to transform customer service knowledge bases and improve agent support.

Alibaba Cloud has unveiled the Qwen2.5-Omni-7B, a new multimodal AI model capable of processing various media types in real time, aimed at enhancing edge devices.

Singaporeans have spent a staggering 40 million hours on hold for customer service, as revealed by a ServiceNow report highlighting ongoing service challenges.

A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.

Lenovo has launched the Hybrid AI Advantage with NVIDIA, aiming to enhance enterprise productivity and streamline AI integration across various business operations.

N-able has expanded its Technology Alliance Program, teaming up with Rewst to automate tasks and enhance operational efficiency for IT providers.

Myriad360 has made it onto CRN's 2025 Tech Elite 250 list, recognising its outstanding technical expertise and customer impact in IT solutions.

nib Group has appointed Amazon Web Services as its cloud provider for generative AI, enhancing operations and customer service through AI innovations.