Customer Interactions stories

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.

Yellow.ai has launched Analyze, an AI-powered solution offering detailed insights into customer-bot interactions, reducing ticket volume by 30% and increasing containment rates by 10%.

Survey reveals that while 94% of firms value customer experience, only 38% are effective in achieving it, highlighting gaps in collaboration and technology.

Australia's tech spending is set to rise by 4% in 2024 despite formidable economic headwinds, according to Forrester's latest forecast.

Lion Parcel partners with Salesforce to enhance customer service using generative AI, reducing case resolution times by 73%.

As AI Appreciation Day nears, industry leaders spotlight AI's transformative impact across sectors, calling for a balance between innovation, transparency, and customer benefit.

Smartsheet's VP for APJ, Nigel Mendonca, has revealed the company's AI innovations and expansion strategies, bridging global work management gaps.