Call centre Stories - IT Brief Australia

Australian Stories

Call centre stories

Retail tops Australia’s customer service contacts

Youi survey finds retail leads customer service complaints as Australians prize human help, with poor experiences costing time, wellbeing and loyalty.

By Kaleah Salmon • 4 min read • Last week

Unified Communications

Aged care providers urged to boost feedback loops

Digital platforms can help aged care providers meet Australia's 2025 reforms by collecting feedback faster, tracking action and improving care.

By Christine Davis Specialist Consultant and Bart Thomas Principal – Automation • 4 min read • Last week

Unified Communications

TAL expands Microsoft deal in biggest tech pact yet

TAL deepens Microsoft tie with five-year Azure and AI pact, aiming to lift claims efficiency, staff training and customer service.

By Mark Tarre • 4 min read • Last month

Global Stories

Call centre stories

Unified Communications

RingCentral expands AI receptionist to SMS & WhatsApp

RingCentral broadens AI Receptionist to SMS, WhatsApp and call queues as it targets smaller businesses with multilingual customer service automation.

By Sofiah Nichole Salivio • 4 min read • Yesterday

Unified Communications

8x8 adds AI tools & live analytics to Platform for CX

8x8 upgrades Platform for CX with AI Studio, live queue dashboards and silent mobile authentication to cut integration delays and login friction.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday

Unified Communications

Weverse deploys Google Cloud AI for global fan support

Weverse expands Google Cloud AI support to handle fan enquiries in 245 countries and regions, backing multilingual service during peak artist events.

By Mark Tarre • 4 min read • 2 days ago

Unified Communications

Twilio launches tools for human & AI conversations

Twilio expands platform with persistent conversation tools as it seeks to unify human agents and AI across customer service and sales.

By Joseph Gabriel Lagonsin • 5 min read • 3 days ago

Unified Communications

TD Insurance launches first AI chatbot for clients

TD Insurance rolls out client-facing AI chatbot for home and auto queries, aiming to speed answers and widen digital service access.

By Joseph Gabriel Lagonsin • 4 min read • 5 days ago

Unified Communications

RingCentral adds RCS, AI & Teams tools for business

RingCentral rolls out verified RCS texts, broader SMS coverage and AI Receptionist tools, while adding richer customer engagement in Microsoft Teams.

By Sean Mitchell • 5 min read • 5 days ago

Unified Communications

Gamma targets Philippines BPO market with local licence

Gamma Communications bets on the Philippines' BPO boom, using a local licence and in-country node to help partners launch faster.

By Sean Mitchell • 4 min read • 5 days ago

Unified Communications

'Self-learning' AI big boon for Qualtrics' CX

Qualtrics says AI is helping businesses cut churn, boost revenue and uncover richer customer feedback by analysing calls and surveys.

By David Shilovsky • 5 min read • Last week

Unified Communications

Vodafone & Google Cloud launch AI & security tools

Vodafone and Google Cloud widen their SMB push with new Gemini-based concierge and managed cyber defences, starting in Germany and Greece.

By Mark Tarre • 3 min read • Last month

Unified Communications

Crescendo expands into UK & Europe after rapid growth

Crescendo targets Britain and Europe with AI customer service push after topping USD $100 million in annual recurring revenue.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Unified Communications

Parloa study finds big firms make customer contact hard

Parloa study finds many global firms bury support details, while most chatbots fail to solve issues and phone menus remain frustrating.

By Shannon Williams • 4 min read • Last month

Unified Communications

Google sees retail success with agentic commerce push

Google's Gemini enterprise suite is live in retail at Bunnings, uniting search, service and sales with AI agents and UCP support.

By Sean Mitchell • 4 min read • Last month

Unified Communications

Newo appoints Jason Luo as Chief Executive Officer

Newo names Jason Luo Chief Executive Officer after USD $25 million funding round as it targets small businesses missing inbound calls.

By Mark Tarre • 4 min read • Last month

Unified Communications

Twilio launches embeddable Flex contact centre for apps

Twilio unveils embeddable Flex contact centre tools for web apps, adding Salesforce voice support, enhanced reporting and new pricing.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Stories from Other Regions

Call centre stories

Unified Communications

Turning practical AI use cases into measurable impact

AI is cutting contact-centre admin, spotting demand spikes and guiding agents in real time, helping firms lift service without losing the human touch.

By Richard Hall • 4 min read • Last week