Call centre Stories

Australian Stories

Call centre stories

NiCE expands RingCentral partnership with AI focus

The deal gives businesses a more integrated way to link employee communications with customer service, as NiCE adds RingCentral's RingEX to its portfolio.

By Mark Tarre • 3 min read • Yesterday

Digital Transformation

SMEC AI launches national line to aid SME AI adoption

A free phone service aims to help Australian small businesses move beyond early AI trials, after research found most do not know where to begin.

By Mark Tarre • 4 min read • 4 days ago

Software-as-a-Service

CommBank rolls out Microsoft-built customer service AI

The bank says the platform is already resolving more enquiries end to end, as it replaces legacy systems across 2 million monthly conversations.

By Mark Tarre • 5 min read • This month

Network Infrastructure

Telair marks 20 years as independent Australian telco

Its national network upgrade is aimed at keeping business customers connected as demand for bandwidth and resilience continues to rise.

By Joseph Gabriel Lagonsin • 3 min read • This month

Global Stories

Call centre stories

Data Protection

Voicify cuts costs with Google Cloud's Gemini models

The switch has cut Voicify's model costs by up to 30% while helping the platform keep restaurant and healthcare calls flowing at peak times.

By Mark Tarre • 4 min read • Yesterday

Software-as-a-Service

DevRev launches Voice AI for customer support calls

The rollout puts pressure on support teams to resolve calls without losing context, as rivals race to turn voice from routing tool into action.

By Mark Tarre • 4 min read • Yesterday

Fintech

OpenAI launches Presence for enterprise voice agents

Enterprise users can now limit what AI voice agents access and do, as OpenAI seeks to move beyond pilot projects into production use.

By Sean Mitchell • 4 min read • 2 days ago

Digital Transformation

Custom Travel Solutions wins Silver for AI customer support

Its AI overhaul has cut quality review time by 80% and lifted customer sentiment 11% since 2023, as travel support volumes rose.

By Sofiah Nichole Salivio • 3 min read • 4 days ago

Digital Transformation

Google named Gartner conversational AI leader again

Enterprises are turning to AI agents that can handle complex service requests, raising the stakes for vendors competing on reliability and governance.

By Sean Mitchell • 4 min read • Last week

Software-as-a-Service

Sprinklr adds AI tools to speed customer responses

Faster real-time responses may help brands cut manual analysis as the new release links customer signals with AI tools across service and marketing.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Personalisation

Sber updates GigaChat with audio model for voice tasks

A lighter open-source release could help developers build voice tools that detect emotion, summarise long recordings and support multiple languages.

By Sean Mitchell • 3 min read • Last week

Digital Transformation

Australia & New Zealand lead in agentic AI adoption

Consumers in Australia and New Zealand are facing longer waits and repeated handovers as companies rush to deploy agentic AI, Genesys found.

By Mark Tarre • 4 min read • Last week

Data Analytics

Why AI projects that don't start with a study of customer behaviour are destined to disappoint

Many AI roll-outs miss returns for years because businesses fail to spot customer pain points before automating broken processes.

By James Johnstone • 4 min read • Last week

Software-as-a-Service

Quiq launches Verified Intelligence for enterprise AI

Enterprise buyers are demanding proof that AI agents can be audited, tested and constrained before they go live in customer service.

By Sean Mitchell • 4 min read • This month

Data Protection

NiCE & Sopra Steria roll out AI service centre tool

About 800 agents are already using AI guidance as Sopra Steria looks to meet a 90% call-answer target within 20 seconds.

By Sean Mitchell • 4 min read • This month

Digital Transformation

CrayonIQ says APAC CX buying shifts to AI strategy

Enterprises are increasingly judging CX vendors on AI governance, cloud infrastructure and pricing transparency rather than contact centre features alone.

By Mark Tarre • 4 min read • This month