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Australian Stories

Customer service stories

AI tools slash labour time for four out of five firms
Data Analytics

AI tools slash labour time for four out of five firms

Four in five Australian businesses now use generative AI tools, with many reporting cuts of at least a quarter of total labour time.

By Shannon Williams • 3 min read • Fri, 20th Feb 2026

Global Stories

Customer service stories

General Magic raises USD $7.2m to speed insurance AI
Customer Relationship Management

General Magic raises USD $7.2m to speed insurance AI

General Magic secures USD $7.2m to grow SMS-based AI agents that cut insurance quote times to minutes and slash inbound calls by 30%.

By Sofiah Nichole Salivio • 5 min read • Wed, 25th Feb 2026
AWS sets telco agenda with cloud & agentic AI for 6G
Software-as-a-Service

AWS sets telco agenda with cloud & agentic AI for 6G

AWS sets a three-point telco plan, pushing cloud modernisation, agentic AI automation and 6G-ready, satellite-linked network designs.

By Mark Tarre • 5 min read • Tue, 24th Feb 2026
Beyond technology: How leadership drives contact centre performance
Unified Communications

Beyond technology: How leadership drives contact centre performance

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

By Ed Creasey • 5 min read • Mon, 23rd Feb 2026
SAP rebrands Emarsys as Engagement Cloud for AI CX
Software-as-a-Service

SAP rebrands Emarsys as Engagement Cloud for AI CX

SAP renames Emarsys as Engagement Cloud, adding an enterprise edition to unify governed, AI-driven customer interactions across systems.

By Sofiah Nichole Salivio • 3 min read • Sat, 21st Feb 2026
MaxContact Australia rebrands as Kaizn in CX advisory pivot
Customer Relationship Management

MaxContact Australia rebrands as Kaizn in CX advisory pivot

MaxContact Australia has rebranded as Kaizn, shifting focus to independent CX and contact centre advisory across Australia and New Zealand.

By Shannon Williams • 4 min read • Fri, 20th Feb 2026
8x8 unveils Smart Assist to boost AI contact centres
Unified Communications

8x8 unveils Smart Assist to boost AI contact centres

8x8 debuts Smart Assist, embedding real-time AI guidance and automated summaries into its contact centre workspace to speed agent workflows.

By Catherine Knowles • 4 min read • Fri, 20th Feb 2026
Infobip named top RCS for Business vendor by Juniper
Unified Communications

Infobip named top RCS for Business vendor by Juniper

Infobip tops Juniper RCS for Business 2026 leaderboard, hailed as leading Established Leader on reach, innovation and operator ties.

By Catherine Knowles • 4 min read • Fri, 20th Feb 2026
Anker SOLIX cracks top three in SolarQuotes battery list
DevOps

Anker SOLIX cracks top three in SolarQuotes battery list

Anker SOLIX has surged into SolarQuotes' top three home battery brands, as reviews and backup reliability reshape Australia's solar storage market.

By Sofiah Nichole Salivio • 4 min read • Fri, 20th Feb 2026
Commotion unveils NVIDIA-powered AI OS for enterprises
Unified Communications

Commotion unveils NVIDIA-powered AI OS for enterprises

Commotion launches NVIDIA-powered AI OS to turn experimental enterprise AI into operational “workers” as Singapore ramps up adoption push.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 20th Feb 2026
KnowBe4 appoints Kelly Morgan as Chief Customer Officer
Cloud Security

KnowBe4 appoints Kelly Morgan as Chief Customer Officer

KnowBe4 appoints former DocuSign executive Kelly Morgan as chief customer officer to steer global client strategy amid rising AI security risks.

By Joseph Gabriel Lagonsin • 3 min read • Fri, 20th Feb 2026
MYOB boosts contact centre insight with new analytics
Unified Communications

MYOB boosts contact centre insight with new analytics

MYOB links its CX platform with Customer Science analytics, automating reporting and lifting contact centre satisfaction and resolution rates.

By Sean Mitchell • 4 min read • Wed, 18th Feb 2026

Stories from Other Regions

Customer service stories

Telecoms charter under fire as April bill rises loom
Unified Communications

Telecoms charter under fire as April bill rises loom

UK telecoms charter faces scrutiny as April bill hikes loom, with Ofcom complaints and consumer groups questioning value and service.

By Shannon Williams • 4 min read • Fri, 20th Feb 2026
Redefining retail discovery for Southeast Asian brands with Gen AI
Digital Transformation

Redefining retail discovery for Southeast Asian brands with Gen AI

Generative AI is reshaping how Southeast Asian consumers discover, trust and buy, pushing brands to fight for visibility on the AI shelf.

By Simone Morandi • 5 min read • Fri, 20th Feb 2026
Keyloop launches Kara AI to transform dealer support
Unified Communications

Keyloop launches Kara AI to transform dealer support

Keyloop introduces Kara, an AI assistant in its Customer Hub, to handle routine dealer support queries and free staff for complex cases.

By Kaleah Salmon • 3 min read • Thu, 19th Feb 2026
8x8 adds AI tools to contact centre and WhatsApp CX
Unified Communications

8x8 adds AI tools to contact centre and WhatsApp CX

8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.

By Kaleah Salmon • 4 min read • Thu, 19th Feb 2026
Access Group invests GBP £1.5m in AI apprenticeships
Data Analytics

Access Group invests GBP £1.5m in AI apprenticeships

Access Group is investing £1.5m of Apprenticeship Levy funds to train 115 staff on new AI programmes across roles and skill levels.

By Catherine Knowles • 3 min read • Tue, 17th Feb 2026