Customer service stories - Page 28

FUJIFILM CodeBlue Australia has revolutionised managed IT services by abolishing long-term contracts, offering clients flexibility and improved customer satisfaction.

Twilio has been named a leader in the IDC MarketScape for Worldwide Customer Data Platforms for B2C users for 2024-2025, highlighting its innovative solutions.

Voice AI platform Vapi secures USD $20 million in Series A funding, aiming to enhance its voice agent deployment across diverse industries.

Global forklift manufacturer Combilift has boosted efficiency and revenue following the implementation of Infor SyteLine, resulting in a 30% revenue increase.

Research by Appian shows that despite digital adoption, 78% of Australian energy firms struggle with data accessibility, risking operational efficiency.

Pegasystems has unveiled the latest Pega Smart Investigate Enterprise Edition, enhancing banks' capabilities in processing payment exceptions with AI automation.

Pegasystems has launched enhanced generative AI and automation tools in Pega Smart Dispute to help banks manage rising payment dispute volumes efficiently.

Executives at OutSystems predict that by 2025, AI will revolutionise customer service, but emphasise data quality as crucial for transformation.

Suncorp has partnered with Microsoft for five years to enhance AI and cloud technology across its operations, aiming to improve efficiency and customer service.

Zendesk has appointed Shashi Upadhyay as its new President of Product, Engineering, and AI, charged with driving growth in customer and employee services.

Qantas has renewed its global distribution deal with Sabre, enhancing access to its services for travel agencies worldwide.

Kore.ai's latest reports reveal Australians are embracing AI in customer service, prioritising advanced technology over pay and valuing efficiency and accuracy.

Optus and NICE have launched a new contact centre system at Great Southern Bank, cutting customer wait times to just 30 seconds for 80% of calls.

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

As 71% of consumers now demand personalised interactions, brands must embrace AI to enhance customer service and foster deeper connections.

Generative AI is set to transform industries by 2025, moving from buzz to essential applications in customer engagement, healthcare, and decision-making.

AI is projected to boost Australia's economy by 40% and add AUD $600 billion by 2030, yet concerns over data privacy and ethical risks are rising.

Angela Robinson has been appointed as Country Managing Director for Australia at Publicis Sapient, aiming to enhance digital transformation in the region.

Commonwealth Bank of Australia is leveraging AI to improve customer service, reducing scam losses by 50%, fraud by 30%, and call wait times by 40%.

Granicus has revealed its 2024 Digital Government Awards winners in Australia and New Zealand, celebrating innovative public sector digital advancements.