Customer service stories - Page 19

Google Cloud has unveiled AI enhancements in its Customer Engagement Suite, enabling businesses to improve interactions and service efficiency significantly.

As customer expectations rise, NICE's Rod Lester emphasises the critical role of agent empowerment in contact centres, driven by AI tools for enhanced service.

VistaPrint's 2025 SMB Report reveals that while over 65% of Australian small businesses face economic challenges, half remain optimistic for the future.

Alcatel-Lucent Enterprise has unveiled ALIE, a generative AI chatbot designed to boost efficiency for channel partners and employees, significantly reducing support calls by 50%.

Prvidr has opened a new office in Townsville to better serve its expanding clientele across Queensland, boosting technology job opportunities in the region.

As generative AI reshapes customer interactions, experts urge reliance on edge infrastructure and CDNs to ensure seamless, low-latency user experiences.

Talkdesk has launched its Knowledge Creator feature, leveraging generative AI to transform customer service knowledge bases and improve agent support.

Alibaba Cloud has unveiled the Qwen2.5-Omni-7B, a new multimodal AI model capable of processing various media types in real time, aimed at enhancing edge devices.

A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.

Lenovo has launched the Hybrid AI Advantage with NVIDIA, aiming to enhance enterprise productivity and streamline AI integration across various business operations.

NICE has launched CXone Mpower Orchestrator, claiming it as the first solution for complete end-to-end automation in customer service via a single AI platform.

Kore.ai has launched its Agent Platform, a cutting-edge infrastructure aimed at enabling businesses to develop and manage autonomous AI applications at scale.

A new survey by Infosys Knowledge Institute reveals a significant shift towards scaled AI deployment across industries, driven by reduced costs and improved success rates.

Manhattan Associates has unveiled updates to its Omni and Supply Chain platforms, enhancing customer support and operational efficiency for retailers.

A report reveals New Zealanders spent 24 million hours on hold for customer service in 2024, with two-thirds considering switching providers due to delays.

David Manassa has been appointed Client Development Director at VECTEC, marking a strategic move to enhance client experience amid the firm's rapid growth.

Samsung has launched a Premium Care Service in New Zealand for select laundry and fridge products, featuring a 0% interest plan for 60 months.

In addition to responding intuitively to voice commands, Alexa+ can actively manage and orchestrate other connected services and devices.

ManageEngine ServiceDesk Plus has secured ITIL certification for 14 IT service management practices, achieving Silver-tier status in PeopleCert's ATV programme.

Zendesk has unveiled plans to acquire Local Measure, an Australian provider of voice solutions, enhancing its AI-powered services by 2025.