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Qantas data breach exposes 5.7 million in third-party cyberattack
DevOps

Qantas data breach exposes 5.7 million in third-party cyberattack

Qantas has revealed a cyberattack on a third-party call centre, exposing personal data of 5.7 million customers and raising serious security concerns.

By Shannon Williams • 4 min read • Fri, 11th Jul 2025
Gold Coast Health boosts patient care with UiPath automation
Digital Transformation

Gold Coast Health boosts patient care with UiPath automation

Gold Coast Health has adopted UiPath automation to streamline patient referrals and reduce administrative tasks, enhancing care and staff efficiency in Queensland.

By Melania Watson • 3 min read • Mon, 7th Jul 2025
Telstra tech helps Good Friday Appeal donations top AUD $1m
Unified Communications

Telstra tech helps Good Friday Appeal donations top AUD $1m

Telstra celebrates 80 years supporting the Good Friday Appeal, helping raise over AUD $1 million via technology during this year's telethon for The Royal Children's Hospital.

By Sean Mitchell • 3 min read • Sat, 19th Apr 2025
How Australian businesses can transform customer interaction
Customer Experience

How Australian businesses can transform customer interaction

Enhancing digital interaction, including live chat and advanced voice solutions, can bolster customer loyalty and operational efficiency for Australian businesses.

By Robert Woolfrey • 3 min read • Tue, 20th Feb 2024

Global Stories

Call centre stories

AI boosts UK dental practice revenues by GBP £9 million & cuts missed calls
Customer Relationship Management

AI boosts UK dental practice revenues by GBP £9 million & cuts missed calls

AI receptionist boosts revenues by GBP £9 million and cuts missed calls across 65 UK dental practices, improving patient access and staff efficiency.

By Catherine Knowles • 4 min read • Thu, 25th Sep 2025
Customer Science launches AI tool to boost contact centre accuracy
Unified Communications

Customer Science launches AI tool to boost contact centre accuracy

Customer Science unveils Knowledge Quest, an AI tool enhancing Australian contact centres with real-time, accurate information to boost efficiency and satisfaction.

By Melvin Hipolito • 3 min read • Mon, 22nd Sep 2025
NTT DATA, Mistral AI partner on AI for regulated sectors
Private Cloud

NTT DATA, Mistral AI partner on AI for regulated sectors

NTT DATA and Mistral AI team up to develop private AI ecosystems for regulated sectors across Europe and Asia-Pacific, focusing on data privacy and ethical deployment.

By Jed Nykolle Harme • 4 min read • Tue, 29th Jul 2025
CommScope, DvSum launch AI platform to boost network analytics
Data Analytics

CommScope, DvSum launch AI platform to boost network analytics

CommScope and DvSum have teamed up to launch ServAssure NXT AI, a platform combining AI and analytics to boost network monitoring and customer service efficiency.

By Jed Nykolle Harme • 3 min read • Wed, 23rd Jul 2025
How to turn the contact centre grind into interesting and rewarding work for your agents in 2025
Unified Communications

How to turn the contact centre grind into interesting and rewarding work for your agents in 2025

AI-powered tools are transforming contact centres by easing agents' workloads, boosting job satisfaction, and cutting staff churn in 2025.

By Ian de Sousa and Paul Rilstone • 4 min read • Wed, 7th May 2025
Contact centres in 2025: Balancing AI with human empathy
Unified Communications

Contact centres in 2025: Balancing AI with human empathy

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

By Catherine Knowles • 4 min read • Thu, 14th Nov 2024
One Nexus unveils DRIVE, enhancing OEM & dealership services
Customer Experience

One Nexus unveils DRIVE, enhancing OEM & dealership services

One Nexus Group launches One Nexus DRIVE, aimed at improving dealership services and customer loyalty with its dual SaaS and Operations segments.

By Catherine Knowles • 3 min read • Tue, 17th Sep 2024
Three reasons contact centres are embracing Open CcaaS
Customer Relationship Management

Three reasons contact centres are embracing Open CcaaS

With exceptional CX now the norm, businesses are increasingly adopting Open CCaaS due to its focus on digital channels, support for AI innovation, and preference for best-of-breed applications.

By Martyn Riddle • 5 min read • Thu, 21st Mar 2024
BroadSource selects Ribbon Communications for secure credit card payment solution
Marketing Technologies

BroadSource selects Ribbon Communications for secure credit card payment solution

BroadSource partners with Ribbon Communications to enhance SecureCall, a solution for secure telephonic credit card payments.

By Sean Mitchell • 2 min read • Wed, 13th Dec 2023
Travel Counsellors introduces Freshworks AI-powered chatbots
Unified Communications

Travel Counsellors introduces Freshworks AI-powered chatbots

The tour operator can now automatically resolve simple queries through bots while prioritising more challenging queries.

By Gaurav Sharma • 3 min read • Thu, 24th Aug 2023
Leading with innovation
Unified Communications

Leading with innovation

In a blend of lateral thinking and innovation, Palmerston North and Horizons Councils' adaptive call centre earned the 2011 Initiative of the Year award.

By Staff Writer • 2 min read • Thu, 1st Dec 2011

Stories from Other Regions

Call centre stories

Exclusive: New Zealand's most connected data centre eyes rapid growth
Edge Computing

Exclusive: New Zealand's most connected data centre eyes rapid growth

Datacentre220, Auckland's most connected data centre with 90 network partners, plans rapid national expansion to meet soaring demand for edge connectivity.

By Melania Watson • 5 min read • Mon, 23rd Jun 2025
Indosat & Google Cloud expand AI collaboration in Indonesia
Unified Communications

Indosat & Google Cloud expand AI collaboration in Indonesia

Indosat Ooredoo Hutchison and Google Cloud are deepening their partnership to transform Indosat into an AI-driven tech enterprise, enhancing service for over 100 million customers.

By Imee Dequito • 4 min read • Fri, 14th Jun 2024