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

Customer Support Stories - Page 13

Australian Stories

Customer Support stories

Calabrio unveils unified view for human & AI agents
Customer Relationship Management

Calabrio unveils unified view for human & AI agents

Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.

By Mark Tarre • 4 min read • Thu, 29th Jan 2026

Global Stories

Customer Support stories

Melissa boosts global phone data with real time checks
Unified Communications

Melissa boosts global phone data with real time checks

Melissa's global phone verification delivers real-time accuracy, fraud protection and compliance, turning unreliable phone data into growth.

By Bobby Joseph • 4 min read • Thu, 5th Feb 2026
8x8 sees AI customer interactions surge across voice, chat
Unified Communications

8x8 sees AI customer interactions surge across voice, chat

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

By Shannon Williams • 5 min read • Thu, 5th Feb 2026
Zendesk names Craig Flower COO to drive AI first shift
Software-as-a-Service

Zendesk names Craig Flower COO to drive AI first shift

Zendesk promotes Craig Flower to chief operating officer, tasking him with accelerating its AI-first customer service and operations strategy.

By Mark Tarre • 3 min read • Wed, 4th Feb 2026
How address validation transforms Shopify deliveries
Customer Experience

How address validation transforms Shopify deliveries

Address validation on Shopify cuts failed deliveries, trims shipping costs and boosts loyalty by ensuring accurate, standardised customer data.

By Edmund Ng • 5 min read • Wed, 4th Feb 2026
Genspark expands AI call agent globally with Twilio
Customer Experience

Genspark expands AI call agent globally with Twilio

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

By Mark Tarre • 3 min read • Tue, 3rd Feb 2026
20i launches Twentie AI assistant for unlimited hosting help
DevOps

20i launches Twentie AI assistant for unlimited hosting help

20i unveils Twentie, an AI assistant embedded in its hosting platform, offering account-aware support, reports and analytics with unlimited use.

By Sofiah Nichole Salivio • 3 min read • Fri, 30th Jan 2026
TELUS study finds Canadians and Americans demand safer AI
Data Protection

TELUS study finds Canadians and Americans demand safer AI

TELUS survey finds most Canadians and Americans use AI but overwhelmingly want stricter regulation, safety checks and clearer explanations.

By Sofiah Nichole Salivio • 4 min read • Fri, 30th Jan 2026
Pearson warns AI gains hinge on urgent workforce reskilling
Digital Transformation

Pearson warns AI gains hinge on urgent workforce reskilling

Pearson says US could gain up to USD $6.6 trillion from AI by 2034, but only if employers urgently invest in reskilling and task-level redesign.

By Sofiah Nichole Salivio • 4 min read • Thu, 29th Jan 2026
Security fears keep half of agentic AI stuck in pilots
Unified Communications

Security fears keep half of agentic AI stuck in pilots

Security and governance fears keep half of agentic AI stuck in pilots, even as leaders raise budgets and pursue tightly supervised use cases.

By Shannon Williams • 4 min read • Wed, 28th Jan 2026
Databricks reports surge in enterprise AI agent use
Digital Transformation

Databricks reports surge in enterprise AI agent use

Databricks reports a 327% jump in enterprise use of multi-agent AI, as firms move beyond chatbots to real-time, governed production systems.

By Melania Watson • 3 min read • Wed, 28th Jan 2026
Delivery Hero cuts rider escalations with Twilio voice
Unified Communications

Delivery Hero cuts rider escalations with Twilio voice

Delivery Hero uses Twilio automated voice calls to cut rider contact by 25%, slash escalations over 60% and lift last-mile answer rates.

By Melania Watson • 4 min read • Wed, 28th Jan 2026

Stories from Other Regions

Customer Support stories

David Owasi on turning missed calls into an AI business
Software-as-a-Service

David Owasi on turning missed calls into an AI business

After losing his job, David Owasi grew OutreachGenius into an AI call-handler for trades - and now has his sights set on space technology.

By Jake MacAndrew • 4 min read • Thu, 5th Feb 2026
Toast opens new Bengaluru tech hub to drive growth
Fintech

Toast opens new Bengaluru tech hub to drive growth

Toast has opened a 64,000-square-foot Bengaluru tech hub at RMZ Ecoworld to scale product development, hiring and global innovation.

By Mark Tarre • 3 min read • Mon, 2nd Feb 2026
Akai unveils Digital Wash top-load washing machines in India
Smart Home

Akai unveils Digital Wash top-load washing machines in India

Akai launches Digital Wash top-load washing machines in India, targeting value-conscious homes with new tech and extended motor warranties.

By Kaleah Salmon • 3 min read • Fri, 30th Jan 2026
EE opens Lakeside store with AI safety appointments
Gaming

EE opens Lakeside store with AI safety appointments

EE has opened a new Lakeside Experience store, piloting 'Stay Safe with AI' sessions amid a GBP £3 million UK retail investment plan.

By Sofiah Nichole Salivio • 4 min read • Thu, 29th Jan 2026
Voicescape buys Enterprise RPA to boost housing tech
Digital Transformation

Voicescape buys Enterprise RPA to boost housing tech

Voicescape acquires Enterprise RPA to fuse AI tenant engagement with housing automation, targeting stretched landlords and local authorities.

By Karen Joy Bacudo • 3 min read • Thu, 29th Jan 2026