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Customer Support stories

Virtualplatform previews AI workflow engine for telcos
Software-as-a-Service

Virtualplatform previews AI workflow engine for telcos

Telcos could cut manual handovers and supplier rebuilds as the software embeds AI into ordering, support and billing workflows.

By Joseph Gabriel Lagonsin • 4 min read • 4 days ago
Australian employers lose work amid staffing shortages
Digital Transformation

Australian employers lose work amid staffing shortages

More than a third of Australian employers have lost customers or cut service quality as hiring gaps force them to turn work away.

By Sean Mitchell • 5 min read • 4 days ago
Sinch partners Coderra on AI messaging for Australia
Software-as-a-Service

Sinch partners Coderra on AI messaging for Australia

Australian retailers will gain automated chat support as the tie-up combines AI agents with Sinch's messaging network across multiple digital channels.

By Sean Mitchell • 3 min read • 5 days ago
Activ8me offers two months free internet for regions
National Broadband Network

Activ8me offers two months free internet for regions

Regional households could save up to AUD $170 as a limited-time deal cuts the first six months of eligible broadband bills.

By Joseph Gabriel Lagonsin • 3 min read • Last week

Global Stories

Customer Support stories

Quiq launches Voice Assist for live customer calls
Software-as-a-Service

Quiq launches Voice Assist for live customer calls

The new tool could cut handling time by letting agents send messages and complete tasks during live calls without leaving one conversation record.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
6 Industries that need address verification
Customer Relationship Management

6 Industries that need address verification

Bad address data can now trigger missed deliveries, compliance gaps and fraud risks across sectors from retail to healthcare.

By Shivani Pimpili • 5 min read • 2 days ago
Genesys unveils AI tools to orchestrate customer journeys
Software-as-a-Service

Genesys unveils AI tools to orchestrate customer journeys

The shift could help companies manage AI-driven service queries more securely as Genesys adds governance and context across customer journeys.

By Sean Mitchell • 4 min read • 2 days ago
Safe Software plans 60-plus hires as AI demand grows
Software-as-a-Service

Safe Software plans 60-plus hires as AI demand grows

The Surrey software group will push past 400 staff this year as it adds customer-facing roles to meet surging demand for AI-ready data.

By Joseph Gabriel Lagonsin • 4 min read • 3 days ago
Australian firms lose work amid skilled staff shortages
Data Analytics

Australian firms lose work amid skilled staff shortages

Australian employers are losing customers and delaying contracts as skilled vacancies linger for weeks, a survey of 214 firms found.

By Sean Mitchell • 5 min read • 3 days ago
Infobip WhatsApp assistant cuts Overseas Express queries
Network Infrastructure

Infobip WhatsApp assistant cuts Overseas Express queries

Routine parcel-status checks are shifting to WhatsApp, easing pressure on support teams as Overseas Express cuts enquiries by more than 60%.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Stories from Other Regions

Customer Support stories

Indian banks push AI in production, but security bites
Data Protection

Indian banks push AI in production, but security bites

Security and data privacy are slowing wider use, even as 70% of Indian banks and lenders run artificial intelligence in production.

By Karen Joy Bacudo • 5 min read • Yesterday
Blue Machines AI launches Project Icebreaker for BFSI
Data Protection

Blue Machines AI launches Project Icebreaker for BFSI

Five Indian financial firms will get free support to shift AI pilots into live customer-service systems under a new Blue Machines AI programme.

By Joseph Gabriel Lagonsin • 4 min read • 3 days ago
Qualcom appoints James Quigley as Field Service Engineer
Artificial Intelligence

Qualcom appoints James Quigley as Field Service Engineer

The hire will bolster on-site IT support for businesses across Ireland as the company expands its Northern Ireland operations.

By Sofiah Nichole Salivio • 3 min read • 4 days ago
Safeguarding, not victim-blaming: why fraud prevention needs a fundamental mindset shift
Data Protection

Safeguarding, not victim-blaming: why fraud prevention needs a fundamental mindset shift

Victims are being left to fend for themselves as fraud becomes industrialised, with many still blaming themselves after scams.

By Alice Taylor • 3 min read • 4 days ago
Digital Island, RingCentral bring agentic voice AI to NZ
Unified Communications

Digital Island, RingCentral bring agentic voice AI to NZ

New Zealand businesses can now access RingCentral's agentic voice AI through Digital Island, easing deployment and support for local customers.

By Sean Mitchell • 4 min read • 4 days ago
Constructor wins trio of Stevie Gold awards for eCommerce
Digital Transformation

Constructor wins trio of Stevie Gold awards for eCommerce

Recognition for its AI shopping tools highlights growing retailer demand for tech that lifts conversion, revenue and customer satisfaction.

By Sofiah Nichole Salivio • 5 min read • Last week
10ZiG and Leostream team up after the HP Anyware exit
Manufacturing

10ZiG and Leostream team up after the HP Anyware exit

Organisations exiting HP Anyware can now migrate with fewer hardware changes, as 10ZiG and Leostream offer a vendor-neutral alternative.

By Sofiah Nichole Salivio • 4 min read • Last week