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Medow Health AI raises AUD $3.5 million for AI front desk
Software-as-a-Service

Medow Health AI raises AUD $3.5 million for AI front desk

Missed calls in specialist clinics could now be triaged by software, as the company expands beyond note-taking into reception work.

By Raphael Veloso • 3 min read • This month
Banking's channel problem is really an accountability problem
Digital Transformation

Banking's channel problem is really an accountability problem

Customers are forced to repeat themselves as banks split branch, app and call centre teams, leaving hand-offs poorly owned and journeys broken.

By Peter Kalen • 3 min read • Last month
Ray White upgrades contact centre with AI oversight
Unified Communications

Ray White upgrades contact centre with AI oversight

Supervisors can now target call reviews and coaching more quickly as the 110-agent unit adds transcripts, scorecards and compliance tools.

By Raphael Veloso • 4 min read • Last month
Databricks AI helping telcos prevent churn, predict fraud
Digital Transformation

Databricks AI helping telcos prevent churn, predict fraud

By linking customer, network and operational data, telcos can spot churn and fraud sooner, while also speeding service and support decisions.

By David Shilovsky • 6 min read • Last month
Australian consumers ditch AI chats over memory gaps
Customer Relationship Management

Australian consumers ditch AI chats over memory gaps

Nearly seven in 10 Australians walk away from AI service chats when bots fail to recall earlier exchanges, a Twilio survey finds.

By Joseph Gabriel Lagonsin • 3 min read • Last month
Merlin rolls out NiCE CXone across 140 attractions
Software-as-a-Service

Merlin rolls out NiCE CXone across 140 attractions

Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.

By Sean Mitchell • 4 min read • Last month
Merlin rolls out NiCE AI across visitor attractions
Software-as-a-Service

Merlin rolls out NiCE AI across visitor attractions

Visitors should see faster help and fewer repeat calls as Merlin links bookings, support and follow-up across 140 attractions worldwide.

By Sofiah Nichole Salivio • 4 min read • Last month
Zendesk adds real-time voice translation for contact centres
Software-as-a-Service

Zendesk adds real-time voice translation for contact centres

It could ease staffing bottlenecks and cut waits for multilingual customers, as live translation is built into one support workflow.

By Sofiah Nichole Salivio • 4 min read • Last month
AnywhereNow teams with Meridian IT on Microsoft Teams
Software-as-a-Service

AnywhereNow teams with Meridian IT on Microsoft Teams

Businesses can now add AI-driven customer service inside Microsoft Teams as AnywhereNow and Meridian IT bundle deployment and support around existing systems.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Stories from Other Regions

Call centre stories

Backbase launches conversational banking for banks
Risk & Compliance

Backbase launches conversational banking for banks

Banks using the new software can resolve routine requests in chat or by voice, while keeping tighter control over approvals and audits.

By Karen Joy Bacudo • 4 min read • This month
Arity launches platform to help insurers control acquisition
Customer Relationship Management

Arity launches platform to help insurers control acquisition

It aims to help carriers link spending, routing and outcomes across fragmented channels, giving them clearer control over acquisition performance.

By Karen Joy Bacudo • 3 min read • This month
LoanPro partners Spring Labs on AI complaints tools
Software-as-a-Service

LoanPro partners Spring Labs on AI complaints tools

Lenders using LoanPro will get AI help with complaint handling and quality checks from late 2026, reducing manual compliance work.

By Karen Joy Bacudo • 4 min read • Last month
NatWest tests AI spending insights & fraud support
Data Protection

NatWest tests AI spending insights & fraud support

Customers will be able to query spending patterns in natural language as the bank expands in-house AI after launching fraud triage support.

By Karen Joy Bacudo • 4 min read • Last month
LoanPro launches AI guardrails & card disbursement
Fintech

LoanPro launches AI guardrails & card disbursement

Borrowers could get funds on a Friday night as LoanPro folds real-time card disbursement, payments and AI servicing into one platform.

By Karen Joy Bacudo • 5 min read • Last month
Tollring & ROGER365.io seal Microsoft Teams alliance
Software-as-a-Service

Tollring & ROGER365.io seal Microsoft Teams alliance

Microsoft Teams users will get contact centre, recording and analytics tools in one workflow, with compliance benefits for regulated firms.

By Sofiah Nichole Salivio • 4 min read • Last month
Probe Group wins ISO 42001 AI certification across brands
Data Protection

Probe Group wins ISO 42001 AI certification across brands

Clients in regulated sectors may benefit from lower AI compliance risk after Probe Group completed independent certification across all its brands.

By Joseph Gabriel Lagonsin • 4 min read • Last month
LoanPro AI tool cuts loan servicing call times 15%
Software-as-a-Service

LoanPro AI tool cuts loan servicing call times 15%

Loan servicers could see fewer escalations and faster calls as the new interface also creates an audit trail for compliance checks.

By Karen Joy Bacudo • 4 min read • Last month