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Zendesk adds real-time voice translation for contact centres
Software-as-a-Service

Zendesk adds real-time voice translation for contact centres

It could ease staffing bottlenecks and cut waits for multilingual customers, as live translation is built into one support workflow.

By Sofiah Nichole Salivio • 4 min read • Today
Australian firms lose customers to skilled role gaps
Digital Transformation

Australian firms lose customers to skilled role gaps

Customer service and revenue are taking a hit as Australian employers struggle to fill critical roles, a survey finds.

By Sean Mitchell • 5 min read • Yesterday
TP wins Frost & Sullivan Asia-Pacific customer service award
Customer Relationship Management

TP wins Frost & Sullivan Asia-Pacific customer service award

AI-driven service delivery and stronger client results helped TP secure Frost & Sullivan's top Asia-Pacific customer experience honour.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
Qualtrics unveils AI platform for experience management
Software-as-a-Service

Qualtrics unveils AI platform for experience management

The new system aims to let organisations test decisions and automate responses in live customer interactions before its 2027 release.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
PCI Pal launches MCP server for secure AI payments
Data Protection

PCI Pal launches MCP server for secure AI payments

Banks and contact centres can now let AI agents take payments without exposing card data, while keeping PCI-DSS controls intact.

By Karen Joy Bacudo • 3 min read • Yesterday
Algolia names Chung & Servantez to AI growth roles
Software-as-a-Service

Algolia names Chung & Servantez to AI growth roles

The appointments bolster Algolia's push into enterprise AI, as it seeks to turn search into a trusted retrieval layer for customer data.

By Sofiah Nichole Salivio • 4 min read • Yesterday
AnywhereNow teams with Meridian IT on Microsoft Teams
Software-as-a-Service

AnywhereNow teams with Meridian IT on Microsoft Teams

Businesses can now add AI-driven customer service inside Microsoft Teams as AnywhereNow and Meridian IT bundle deployment and support around existing systems.

By Joseph Gabriel Lagonsin • 4 min read • 2 days ago
AI transforms CX to go beyond the chatbot
Digital Transformation

AI transforms CX to go beyond the chatbot

Consumers now expect faster, more automated support as AI agents handle complex customer journeys, though many firms still struggle to prove ROI.

By Anthony Caruana • 4 min read • 2 days ago
AOK PLUS moves member support onto NiCE cloud platform
Data Protection

AOK PLUS moves member support onto NiCE cloud platform

More than 5 million annual member contacts will be handled faster as the insurer links AI self-service with 2,400 staff on a single cloud system.

By Sofiah Nichole Salivio • 4 min read • 3 days ago

Stories from Other Regions

Customer service stories

Dojo study says Bounce cuts payment times by 30 seconds
Customer Experience

Dojo study says Bounce cuts payment times by 30 seconds

Bounce says the switch is freeing staff for guest service after Dojo's POS setup shaved more than 30 seconds off each transaction.

By Sofiah Nichole Salivio • 3 min read • Yesterday
Diamond Logistics adds AI dashboards to Despatchlab
Software-as-a-Service

Diamond Logistics adds AI dashboards to Despatchlab

Logistics customers will be able to query stock and delivery data in plain English as Diamond tests a new AI agent for Despatchlab.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
Superloop launches Kay AI assistant for business users
Network Infrastructure

Superloop launches Kay AI assistant for business users

Business partners can now handle quotes, faults and account tasks in one place as Superloop adds an AI assistant to Krypton.

By Joseph Gabriel Lagonsin • 3 min read • Yesterday
Vacant roles cost firms USD $14,700 a month: survey
Data Protection

Vacant roles cost firms USD $14,700 a month: survey

More than half of employers say a prolonged vacancy is as costly as a rushed bad hire, with lost business and staff strain mounting fast.

By Sofiah Nichole Salivio • 4 min read • Yesterday
Armstrong Bell marks 25 years with AI & cybersecurity
Unified Communications

Armstrong Bell marks 25 years with AI & cybersecurity

Growth now rests on managed IT and cyber defence as the Bromsgrove firm serves more than 400 organisations and builds AI voice agents.

By Sofiah Nichole Salivio • 4 min read • Yesterday
AXA partners with Publicis Sapient on AI hub growth
Digital Transformation

AXA partners with Publicis Sapient on AI hub growth

Shared AI infrastructure will help the insurer roll out agents faster, while keeping oversight tight across its 52-country network.

By Sean Mitchell • 4 min read • 2 days ago
Blue Machines AI launches Aurora for Indian BFSI calls
Private Cloud

Blue Machines AI launches Aurora for Indian BFSI calls

Banks and insurers in India may cut transcription errors on EMI amounts and policy numbers as a multilingual model targets noisy calls.

By Karen Joy Bacudo • 4 min read • 2 days ago
Netcore & GlobalPay unite customer engagement systems
Customer Relationship Management

Netcore & GlobalPay unite customer engagement systems

Customers now get faster follow-up on currency and remittance enquiries as GlobalPay links 12 channels with sales tools on one platform.

By Karen Joy Bacudo • 4 min read • 2 days ago
UK shoppers distrust AI recommendations, ThoughtSpot finds
Data Protection

UK shoppers distrust AI recommendations, ThoughtSpot finds

Privacy worries are undermining retailers' AI push, with only one in 10 UK shoppers saying they trust product recommendations, a survey found.

By Sean Mitchell • 4 min read • 3 days ago