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Databricks AI helping telcos prevent churn, predict fraud
Digital Transformation

Databricks AI helping telcos prevent churn, predict fraud

By linking customer, network and operational data, telcos can spot churn and fraud sooner, while also speeding service and support decisions.

By David Shilovsky • 6 min read • Last week
Australian consumers ditch AI chats over memory gaps
Customer Relationship Management

Australian consumers ditch AI chats over memory gaps

Nearly seven in 10 Australians walk away from AI service chats when bots fail to recall earlier exchanges, a Twilio survey finds.

By Joseph Gabriel Lagonsin • 3 min read • Last week
Merlin rolls out NiCE CXone across 140 attractions
Software-as-a-Service

Merlin rolls out NiCE CXone across 140 attractions

Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.

By Sean Mitchell • 4 min read • Last week
Merlin rolls out NiCE AI across visitor attractions
Software-as-a-Service

Merlin rolls out NiCE AI across visitor attractions

Visitors should see faster help and fewer repeat calls as Merlin links bookings, support and follow-up across 140 attractions worldwide.

By Sofiah Nichole Salivio • 4 min read • Last week
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 • This month
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 • This month
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 • This month
Why Email and Phone Append Matter for Prescreen Campaigns
Data Protection

Why Email and Phone Append Matter for Prescreen Campaigns

Campaigns can fail at the final mile if stale inboxes and recycled numbers keep time-sensitive offers from reaching the right consumers.

By Shivani Pimpili • 5 min read • This month
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 • This month
Quiq launches Voice Assist for live customer calls
Software-as-a-Service

Quiq launches Voice Assist for live customer calls

The new tool could cut handling time by letting agents send messages and complete tasks during live calls without leaving one conversation record.

By Joseph Gabriel Lagonsin • 4 min read • This month
Infobip WhatsApp assistant cuts Overseas Express queries
Network Infrastructure

Infobip WhatsApp assistant cuts Overseas Express queries

Routine parcel-status checks are shifting to WhatsApp, easing pressure on support teams as Overseas Express cuts enquiries by more than 60%.

By Joseph Gabriel Lagonsin • 4 min read • Last month

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Call centre stories

Tollring & ROGER365.io seal Microsoft Teams alliance
Software-as-a-Service

Tollring & ROGER365.io seal Microsoft Teams alliance

Microsoft Teams users will get contact centre, recording and analytics tools in one workflow, with compliance benefits for regulated firms.

By Sofiah Nichole Salivio • 4 min read • Last week
Probe Group wins ISO 42001 AI certification across brands
Data Protection

Probe Group wins ISO 42001 AI certification across brands

Clients in regulated sectors may benefit from lower AI compliance risk after Probe Group completed independent certification across all its brands.

By Joseph Gabriel Lagonsin • 4 min read • Last week
LoanPro AI tool cuts loan servicing call times 15%
Software-as-a-Service

LoanPro AI tool cuts loan servicing call times 15%

Loan servicers could see fewer escalations and faster calls as the new interface also creates an audit trail for compliance checks.

By Karen Joy Bacudo • 4 min read • This month
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 • This month
Blue Machines AI launches Project Icebreaker for BFSI
Data Protection

Blue Machines AI launches Project Icebreaker for BFSI

Five Indian financial firms will get free support to shift AI pilots into live customer-service systems under a new Blue Machines AI programme.

By Joseph Gabriel Lagonsin • 4 min read • This month
Digital Island, RingCentral bring agentic voice AI to NZ
Unified Communications

Digital Island, RingCentral bring agentic voice AI to NZ

New Zealand businesses can now access RingCentral's agentic voice AI through Digital Island, easing deployment and support for local customers.

By Sean Mitchell • 4 min read • This month