IT Brief Australia - Technology news for CIOs & IT decision-makers
Australia

Australian Stories

Customer service stories

AI CX ambitions outpace readiness for Australian firms
Customer Relationship Management

AI CX ambitions outpace readiness for Australian firms

Australian firms boost AI spending for customer experience, but skills, data gaps and staff concerns show ambitions outpacing readiness.

By Mark Tarre • 4 min read • Thu, 12th Mar 2026

Global Stories

Customer service stories

AI ambition outpaces readiness for smaller businesses
Data Protection

AI ambition outpaces readiness for smaller businesses

SMBs are bullish on AI but a new ECI report finds poor data, scarce skills and unclear use cases are stalling real-world results.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 12th Mar 2026
Zendesk to buy Forethought in agentic AI expansion drive
Unified Communications

Zendesk to buy Forethought in agentic AI expansion drive

Zendesk moves to buy Forethought, betting on agentic AI agents to resolve most customer issues autonomously across platforms and channels.

By Shannon Williams • 4 min read • Thu, 12th Mar 2026
SIOS wins triple honours for leadership & support teams
Disaster Recovery

SIOS wins triple honours for leadership & support teams

SIOS Technology nets triple industry honours for leadership, customer success and support as demand for mission-critical resilience grows.

By Sean Mitchell • 4 min read • Thu, 12th Mar 2026
DevRev expands Computer AI agent platform in India
Customer Relationship Management

DevRev expands Computer AI agent platform in India

DevRev to expand its Computer AI agent platform in India, debuting Agent Studio and Text2SQL tools to push enterprises beyond pilot projects.

By Shannon Williams • 4 min read • Thu, 12th Mar 2026
RingCentral unveils AIR Pro no-code AI contact agents
Unified Communications

RingCentral unveils AIR Pro no-code AI contact agents

RingCentral debuts AIR Pro voice-first AI agents with no-code tools, aiming to move enterprises beyond basic IVR to scalable automation.

By Mark Tarre • 3 min read • Wed, 11th Mar 2026
Whatfix boosts Mirror with AI roleplay training tools
Unified Communications

Whatfix boosts Mirror with AI roleplay training tools

Whatfix adds AI roleplay training to its Mirror simulator, promising faster readiness and fuelling a surge to USD $3 million in recurring revenue.

By Sofiah Nichole Salivio • 4 min read • Wed, 11th Mar 2026
Salesforce unveils Agentforce AI-powered contact centre
Customer Relationship Management

Salesforce unveils Agentforce AI-powered contact centre

Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

By Mark Tarre • 5 min read • Wed, 11th Mar 2026
Rainforest upgrades planning with Manhattan cloud tools
Data Analytics

Rainforest upgrades planning with Manhattan cloud tools

Rainforest Distribution will replace legacy tools with Manhattan's cloud planning suite to unify demand, inventory and execution decisions.

By Mark Tarre • 4 min read • Wed, 11th Mar 2026
Zoom expands agentic AI to automate workplace tasks
Unified Communications

Zoom expands agentic AI to automate workplace tasks

Zoom is rolling out agentic AI across Workplace, Phone and CX, turning meetings and calls into automated workflows and custom AI agents.

By Joseph Gabriel Lagonsin • 5 min read • Wed, 11th Mar 2026
Microsoft unveils Agent 365 & new Microsoft 365 E7 suite
Digital Transformation

Microsoft unveils Agent 365 & new Microsoft 365 E7 suite

Microsoft launches Agent 365 and Microsoft 365 E7, blending AI agents, Copilot upgrades and security tools in a single enterprise push.

By Sean Mitchell • 4 min read • Wed, 11th Mar 2026
Quiq hires Jen Grant as CMO to drive scaled AI agents
Unified Communications

Quiq hires Jen Grant as CMO to drive scaled AI agents

Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 11th Mar 2026
Shopify, Klaviyo deepen tie-up for global eCommerce
Customer Relationship Management

Shopify, Klaviyo deepen tie-up for global eCommerce

Shopify and Klaviyo deepen their partnership with a new integration to power more localised, cross-border eCommerce for global brands.

By Mark Tarre • 4 min read • Tue, 10th Mar 2026

Stories from Other Regions

Customer service stories

Ping Identity names Graeme Ventris to lead EMEA Channel
Digital Transformation

Ping Identity names Graeme Ventris to lead EMEA Channel

Ping Identity has hired Graeme Ventris as EMEA Channel and Alliances Chief, tasking him with driving partner-led growth in digital identity.

By Sofiah Nichole Salivio • 4 min read • Thu, 12th Mar 2026
Insurers eye AI-led claims as bias & risk fears grow
Data Protection

Insurers eye AI-led claims as bias & risk fears grow

Insurers race toward fully AI-run claims within two years, even as most fear biased outcomes and demand stronger oversight and transparency.

By Shannon Williams • 4 min read • Wed, 11th Mar 2026
Stable call centre KPIs mask growing customer anger
Unified Communications

Stable call centre KPIs mask growing customer anger

UK contact centres keep KPIs steady, but MaxContact warns a growing perception gap as frustrated customers switch providers in droves.

By Shannon Williams • 4 min read • Wed, 11th Mar 2026
AI reshapes jobs as firms battle data & governance
DevOps

AI reshapes jobs as firms battle data & governance

AI is boosting jobs and returns for many firms, but poor data readiness, governance gaps and shadow tools threaten to stall progress.

By Sofiah Nichole Salivio • 5 min read • Wed, 11th Mar 2026