Customer service stories
GoTo Connect AI Receptionist helps firms cut costs & grow
Yesterday
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uc
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cx
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ai
Missed calls cost businesses lost revenue and higher expenses, but GoTo Connect's AI Receptionist offers 24/7 call handling, boosting efficiency and saving money.
Lallemand adopts self-service portal to end costly legacy orders
Yesterday
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paas
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digital transformation
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cx
Lallemand has launched a new B2B self-service portal powered by commercetools, replacing traditional ordering to boost efficiency and global scalability.
Aussie Broadband sees 30% gains with SUSE open platform
4 days ago
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uc
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private cloud
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digital transformation
Aussie Broadband has boosted operational efficiency by up to 30% with a new SUSE Rancher Prime cloud platform, enhancing service reliability for 780,000 users.
UK retailers face substantial losses from missing parcels
Last week
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cx
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martech
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supply chain & logistics
UK retailers have suffered losses of around GBP £464 million in missing parcels during the peak shopping season, with potentially millions more unaccounted for.
Gen Z in Australia spend more dining out as Boomers cut back
Last week
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cx
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martech
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supply chain & logistics
Research from Square reveals younger Australians, especially Gen Z, are dining out and spending more, while older generations cut back amid cost-of-living pressures.
AI & personalisation drive new luxury demand in Aussie dining
Last week
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data analytics
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cx
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martech
Research shows 65% of Australian restaurants use AI to enhance personalisation, boost efficiency, and meet rising consumer expectations in hospitality.
Genesys named leader in Forrester Wave CCaaS platforms report
Last week
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uc
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cx
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martech
Genesys leads Forrester's Wave report for Q2 2025 in CCaaS platforms, excelling in AI, innovation, and strategy for customer experience solutions.
Luxury Escapes expands travel protection with new coverage
Last week
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cx
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martech
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physical security
Luxury Escapes and Cover Genius have broadened their partnership to launch a new 'Cancellation Protection' feature for travellers, offering 100% refunds.
DaveAI secures funding to expand AI technology globally
This month
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cx
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martech
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genai
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 unveils Gemini 2.5 AI models for enterprises
This month
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firewalls
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digital transformation
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breach prevention
Google has launched the Gemini 2.5 series of AI models, boosting enterprise applications with advanced reasoning capabilities and tailored solutions for businesses.
Deloitte boosts AI offerings with Google Cloud alliance
This month
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crm
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digital transformation
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ai
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 unveils AI features to enhance customer service
This month
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digital transformation
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genai
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ai
Google Cloud has unveiled AI enhancements in its Customer Engagement Suite, enabling businesses to improve interactions and service efficiency significantly.
Empowered contact centre agents crucial for driving CX success
This month
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uc
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cx
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martech
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 report: Australian SMBs face 2025 challenges
This month
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cx
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martech
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personalisation
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 unveils new AI chatbot ALIE
This month
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genai
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ai
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alcatel-lucent enterprise
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 appoints new VP to boost Asia operations
This month
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cx
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martech
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ai
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 opens new office in Townsville for tech expansion
This month
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saas
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edutech
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higher education
Prvidr has opened a new office in Townsville to better serve its expanding clientele across Queensland, boosting technology job opportunities in the region.
CDNs are central to enhancing the delivery of AI-augmented customer experiences
Last month
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edge computing
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genai
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llms
As generative AI reshapes customer interactions, experts urge reliance on edge infrastructure and CDNs to ensure seamless, low-latency user experiences.
Talkdesk launches AI-driven tool to enhance knowledge bases
Last month
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genai
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ai
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features
Talkdesk has launched its Knowledge Creator feature, leveraging generative AI to transform customer service knowledge bases and improve agent support.
Alibaba Cloud unveils Qwen2.5-Omni-7B multimodal AI model
Last month
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smartphones
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ai
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software development
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.