Customer service stories - Page 8

Decision Inc. has acquired ProQuest Consulting, enhancing its consultancy offerings and boosting its team in Australia to nearly 400 employees.

A new report reveals that 75% of Australian fleets now use GPS tracking, with 67% reporting reduced costs and 21% lower fuel consumption.

CoinFlip has launched its Wallet service in Australia and New Zealand, enhancing the ease of cryptocurrency transactions for users in the region.

Sinch has been awarded a Tier One ranking in the ROCCO 2024 A2P SMS Market Impact Reports for its excellence in customer communications technology.

Qualtrics' study reveals Australian businesses risk losing AUD $3.8 billion in sales this holiday season due to poor customer experiences, stressing urgent improvements.

A report reveals that 60% of banking leaders are integrating generative AI technology into operations, outpacing other sectors in adoption rates.

Zendesk unveils its AI Dynamic Pricing Plan, enabling businesses to flexibly invest in AI and automation to meet evolving service needs.

Mitel has partnered with Talkative to enhance its contact centre solutions through AI, aiming to improve customer interactions and operational efficiency.

Complaints to Australian telecoms have plummeted to record lows, averaging just 2.7 per 10,000 services, signalling improved customer satisfaction.

The contact centre industry is poised for transformation in 2025, with a predicted rise in demand for human interaction as consumer preferences shift.

Zendesk has launched a pioneering AI Dynamic Pricing Plan, allowing businesses to flexibly integrate AI and human agents, enhancing customer service strategies.

Peak Insight has appointed Stefano Pesic as CEO and Steven Kruize as General Manager of Sales to enhance its strategy and customer service in Australia.

Softsource vBridge has acquired The Laptop Company in a bid to form one of New Zealand's largest privately-owned IT groups, boosting service capabilities.

IPI is collaborating with Royal Holloway, University of London, to bolster its Contact Centre during the crucial Clearing and Confirmation period.

Australian firms are increasingly using AI chatbots for customer service, but experts warn that technology lacks the emotional intelligence of human agents.

HCLTech will assist Tasman District Council in New Zealand with its Digital Innovation Programme to enhance online interactions for residents and staff.

NICE has launched CXone Mpower SmartSpeak, an AI-driven solution aiming to eliminate language barriers and enhance global communication.

A new Indeed analysis reveals that 11.6% of Australian job postings prioritise basic digital skills, overshadowing AI expertise at just 2.2%.

Salesforce has unveiled Agentforce, a groundbreaking AI platform enabling businesses to deploy autonomous agents for enhanced efficiency and customer satisfaction.

FUJIFILM Business Innovation New Zealand has been awarded 'Partner of the Year' at the 2024 Esker Impact Awards for a decade of transformative automation support.