Customer service stories - Page 16

FourKites has earned the second-highest usability ranking in the Nucleus Research 2025 Control Tower Value Matrix for its AI-powered supply chain platform.

NiCE has topped the 2025 Gartner Magic Quadrant for CCaaS, leading in both Ability to Execute and Completeness of Vision for the first time.

Superdry has upgraded its global retail operations with Cegid's AI platform to boost efficiency, cut admin, and support staff across its UK, European and US stores.

NiCE has acquired Cognigy, merging their AI to enhance global customer experience platforms with advanced conversational and agentic AI technology.

APRA AMCOS partners with EY and Microsoft to launch Dynamics 365, streamlining music licensing across Australia and New Zealand for 124,000 creators.

Accor chooses Oracle's OPERA Cloud to unify hotel management globally, enhancing guest experience and streamlining operations across 110+ countries.

Over half of executives report deploying AI agents, driving business growth and ROI in areas like customer service and marketing, finds a Google Cloud study.

AI is making it easier for consumers to file well-crafted complaints, posing new challenges for retailers to manage rising digital grievances effectively.

AI-driven sentiment analysis reveals customer feelings in real time, enabling contact centres to improve service quality and agent coaching effectively.

APAC enterprises plan to boost AI and GenAI spending to USD $23.9bn by 2025, driven by growing adoption and strategic partnerships amidst talent and integration challenges.

Appian has appointed Scott Van Valkenburgh as Senior VP to lead global partnerships, aiming to expand its AI-powered automation platform adoption worldwide.

Webjet has teamed up with AWS and Microsoft to create AI travel solutions, enhancing customer service and personalised trip planning by 2024.

Almost all contact centres now use AI, but success hinges on blending technology with human skills to tackle complex, emotional customer needs effectively.

Klearcom's AI-powered platform now automates United World Telecom's global number testing, boosting service reliability across 100+ countries and time zones.

Vineet Khanna, ex-Nestlé SVP, joins FourKites' Strategic Advisory Council to advance AI-driven global supply chain innovation and sustainability.

2degrees has migrated over two million customers onto its new Tahi platform, completing a major integration ahead of schedule with no disruption.

WatchGuard Technologies has honoured top ANZ partners for 2024, spotlighting achievements in service, growth and security platform adoption.

Zoom has integrated its AI Virtual Agent with Zoom Phone, launched Zoom Hub, and enhanced AI tools to streamline meetings and workplace collaboration worldwide.

Wiise celebrated its top ANZ partners at the third annual awards, honouring excellence across 11 categories including innovation and customer service.

A responsive, seamless contact centre is vital for Australian firms to rebuild customer trust amid rising cyber threats, says Kore.ai's Paul Rilstone.