Customer Interactions stories

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

Great Southern Bank is enhancing its customer service automation by deploying NICE's AI-powered CXone Mpower platform, supported by Optus.

Twilio has launched a public beta of Linked Audiences, enhancing personalised marketing capabilities for Amazon Redshift users, boosting engagement strategies.

Luzmo has unveiled Luzmo IQ, a new platform designed to embed AI-driven analytics into applications, enhancing user data interaction and decision-making.

A new Zendesk report highlights the crucial role of personalised AI in enhancing customer loyalty for UK firms amid evolving consumer expectations.

OpenText has launched Cloud Editions 24.4, introducing AI-driven tools to enhance enterprise workflows and multi-cloud connectivity at OpenText World 2024.

Ahead of the holiday shopping rush, a report reveals one in three retail workers in Australia and New Zealand feel unsafe due to rising crime and understaffing.

Zendesk has unveiled a range of AI innovations aimed at enhancing customer service, including an AI Agent Builder requiring minimal training for users.

Mitel has launched its AI-driven Mitel Interaction Recording Insights AI, aimed at automating communication analysis and enhancing business insights globally.

Zendesk has unveiled a range of AI-powered tools to enhance customer service, including a voice solution in partnership with Poly.ai for improved interactions.

Vocus Group partners with Gentrack to launch a modern billing system for Dodo Power & Gas, enhancing operational efficiency in the Australian energy sector.

Zendesk pioneers Outcome-Based Pricing for AI agents, letting businesses pay only for fully resolved issues, aligning costs directly with value delivered.

New HubSpot research reveals rising costs and AI lag as top challenges for Australian businesses, prompting platform updates to bolster efficiency and customer engagement.

A HubSpot study reveals 40% of Australian firms cite rising costs as their main challenge, alongside data security and intense competition, complicating operations and growth.

Salesforce introduces major Data Cloud innovations enhancing AI-driven customer experiences, unifying data, and launching Datablazers Community for real-time insights.

CloudInteract expands its senior team amid UK growth and US expansion, targeting GBP £5M revenue by March 2026 and doubling its headcount.

Only 25% businesses in the United Kingdom see themselves as cybersecurity leaders, placing the UK last among surveyed countries.

TeamViewer's latest research reveals that 33% of businesses with top-tier tech connectivity report industry-leading financial performance, compared to 16% with good connectivity.

NICE's Enlighten Copilot wins 'Best AI-based Solution for Customer Experience' at the AI Breakthrough Awards, boosting CX innovation with dynamic, AI-driven employee support.

As Australia grapples with a cost of living crisis, Convincely CEO Pratik Doshi urges retailers to employ innovative tactics to draw in and retain customers.