Customer service stories

AI testing lags as more than half of organisations ship features, with 52% saying fewer than half of projects reach full production.

Colt trims ERP switchover downtime to 6.5 hours as cloud overhaul unifies systems across 40 countries and supports sustainability goals.

Aryza buys Toronto-based Umbrella Tech to add voice AI, speech analytics and autonomous agents to its collections and recoveries software.

Scotiabank puts AI under one roof as new enterprise platform rolls out for staff, with commercial email routing and client tools already delivering gains.

Tollring launches AI features to let managers query call recordings in plain English and automate quality checks with over 90% accuracy.

8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.

StorMagic says customers fleeing VMware and rising hardware costs helped drive 36% annual recurring revenue growth as it expands partners.

akto wins Boomi Platinum Partner status as enterprises in Australia and New Zealand seek stronger integration, governance and data foundations for AI.

Peacock Bros' RFID rollout lets a global records company find tagged boxes with one worker, replacing forklift searches across Australia and New Zealand.

MachShip says fuel surcharges have lifted Australian freight costs as same-day and next-day deliveries miss deadlines more often than standard services.

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.

Qlik and ServiceNow team up to pipe governed analytics and metadata into workflows, aiming to sharpen AI agents' decisions across enterprise systems.

Westpac NZ rolls out Microsoft Dynamics 365 Contact Centre with AI support, aiming to speed up calls and cut waits across New Zealand branches.

Logistics firms are sitting on rich data, but disconnected systems are draining time and money; experts say start with one clear fix, not a grand AI overhaul.

8x8's Engage platform has won Gold at the NY Product Design Awards, with judges praising its unified workspace for customer-facing staff.

Synthflow names Matt Alexander Vice President of Channel and Alliances to deepen partner ties and drive international AI growth.

Minor Hotels teams up with Google, Salesforce, OneTrust and Deloitte on an AI-led data platform to sharpen guest service across 640 properties.

Tecala and ABBYY unveil a document-processing platform for enterprise workflows, aiming to cut manual checks in accounts payable and insurance claims.

Oracle unveils 25 AI-powered apps across finance, HR and customer service, as it pushes agentic software deeper into core business workflows.

Twilio survey shows conversational AI is moving from pilots to live use, with current adopters reporting stronger governance confidence and clearer business gains.