Call centre stories

UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.

Financial firms are deploying autonomous AI to fully automate routine tasks, boosting operational efficiency and focusing human effort on growth-driving work.

Contact centre agent burnout costs Australian firms over AUD $20 million annually, driven by high turnover and costly operational challenges.

TechJutsu has launched OrgVerify, a platform that helps firms authenticate outbound calls to combat rising phone fraud and protect customer trust.

Organisations using NiCE's AI-driven CXone Mpower platform report faster response times, better service quality, and improved staff efficiency across sectors.

Consilium Software has launched new AI-powered apps for Webex Contact Centre, enhancing quality management and voice automation across North America and Asia Pacific.

AI receptionist boosts revenues by GBP £9 million and cuts missed calls across 65 UK dental practices, improving patient access and staff efficiency.

Customer Science unveils Knowledge Quest, an AI tool enhancing Australian contact centres with real-time, accurate information to boost efficiency and satisfaction.

Asset management leaders from Australia and Asia Pacific reveal AI’s role in transforming maintenance, forecasting, rostering and safety across industries.

NTT DATA and Mistral AI team up to develop private AI ecosystems for regulated sectors across Europe and Asia-Pacific, focusing on data privacy and ethical deployment.

UK public sector hotlines now cause more caller frustration over hold times than banks, with healthcare and government services topping the list, says new survey.

CommScope and DvSum have teamed up to launch ServAssure NXT AI, a platform combining AI and analytics to boost network monitoring and customer service efficiency.

Qantas has revealed a cyberattack on a third-party call centre, exposing personal data of 5.7 million customers and raising serious security concerns.

Gold Coast Health has adopted UiPath automation to streamline patient referrals and reduce administrative tasks, enhancing care and staff efficiency in Queensland.

Datacentre220, Auckland's most connected data centre with 90 network partners, plans rapid national expansion to meet soaring demand for edge connectivity.

AI-powered tools are transforming contact centres by easing agents' workloads, boosting job satisfaction, and cutting staff churn in 2025.

Telstra celebrates 80 years supporting the Good Friday Appeal, helping raise over AUD $1 million via technology during this year’s telethon for The Royal Children's Hospital.

The contact centre industry is poised for transformation in 2025, with a predicted rise in demand for human interaction as consumer preferences shift.

One Nexus Group launches One Nexus DRIVE, aimed at improving dealership services and customer loyalty with its dual SaaS and Operations segments.

Indosat Ooredoo Hutchison and Google Cloud are deepening their partnership to transform Indosat into an AI-driven tech enterprise, enhancing service for over 100 million customers.