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Customer service stories

Dr. Wolff taps THG Fulfil for UK and US D2C expansion
Digital Transformation

Dr. Wolff taps THG Fulfil for UK and US D2C expansion

The move gives the German group a single provider for payments, tax, warehousing and delivery as it expands direct sales in Britain and America.

By Sean Mitchell • 4 min read • Today
8x8 boosts workforce management adoption with free tools
Software-as-a-Service

8x8 boosts workforce management adoption with free tools

Mid-sized contact centres can now cut spreadsheets and manual scheduling as 8x8 folds workforce management into its platform at no extra charge.

By Joseph Gabriel Lagonsin • 4 min read • Today
OpenAI & Oracle to offer models on OCI Marketplace
Software-as-a-Service

OpenAI & Oracle to offer models on OCI Marketplace

Oracle cloud users will be able to charge eligible OpenAI model and Codex usage to existing Universal Credits within weeks.

By Mark Tarre • 3 min read • Last week
Tech Data & AnywhereNow team up for ANZ Microsoft Teams
Software-as-a-Service

Tech Data & AnywhereNow team up for ANZ Microsoft Teams

Channel partners in Australia and New Zealand gain Microsoft Teams-based customer service tools, as Tech Data adds AnywhereNow to its portfolio.

By Sofiah Nichole Salivio • 4 min read • Last week
Sprinklr launches LLM Insights to track AI brand visibility
Customer Experience

Sprinklr launches LLM Insights to track AI brand visibility

Brands risk being misdescribed in AI answers as generative search reshapes discovery, prompting Sprinklr to add monitoring inside Insights.

By Sofiah Nichole Salivio • 4 min read • Last week
Ventia teams with OpenAI on AI rollout for field staff
Digital Transformation

Ventia teams with OpenAI on AI rollout for field staff

More than 15,000 Ventia field workers could gain AI tools to cut admin and speed decisions as the services group tests OpenAI pilots.

By Sean Mitchell • 3 min read • Last week
Genesys Cloud ARR hits USD $2.8 billion as AI demand rises
Software-as-a-Service

Genesys Cloud ARR hits USD $2.8 billion as AI demand rises

Rising enterprise spending on AI helped push Genesys Cloud annual recurring revenue to USD $2.8 billion, with international sales nearing 45%.

By Sofiah Nichole Salivio • 4 min read • Last week
Kyndryl launches AI orchestration for enterprise workflows
Hybrid Cloud

Kyndryl launches AI orchestration for enterprise workflows

Many firms are still stuck in AI pilot purgatory, and Kyndryl's new orchestration tool aims to move projects into day-to-day operations.

By Sofiah Nichole Salivio • 4 min read • Last week
Wassist raises USD $1.1 million for WhatsApp commerce
Customer Experience

Wassist raises USD $1.1 million for WhatsApp commerce

The London startup aims to help smaller retailers turn WhatsApp chats into sales as it begins growth with fresh pre-seed funding.

By Sofiah Nichole Salivio • 5 min read • Last week
Titan raises USD $3 million to expand banking AI platform
Software-as-a-Service

Titan raises USD $3 million to expand banking AI platform

Banks seeking compliant AI could gain tools that are easier to govern and audit as Titan uses fresh funding to expand its platform.

By Karen Joy Bacudo • 4 min read • Last week
ING rolls out AI mortgage assistant in Netherlands
Digital Transformation

ING rolls out AI mortgage assistant in Netherlands

The pilot is expected to speed up complex home-loan decisions while keeping final approval with ING staff and maintaining explainable oversight.

By Sofiah Nichole Salivio • 3 min read • Last week
8x8 launches Pulse conversational intelligence for customers
Software-as-a-Service

8x8 launches Pulse conversational intelligence for customers

The early-access tool could help executives and account managers spot renewal risks and customer feedback hidden in calls, chats and emails.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Stories from Other Regions

Customer service stories

Why is Webex becoming the AI execution layer for work?
Software-as-a-Service

Why is Webex becoming the AI execution layer for work?

Firms using embedded AI in meetings and messaging are already cutting admin, speeding decisions and improving customer response times.

By Will Morey • 4 min read • Yesterday
Eltropy adds Illuma voice security for financial firms
Multi-factor authentication

Eltropy adds Illuma voice security for financial firms

Financial institutions will be able to verify callers in seconds as Eltropy embeds IllumaSHIELD to counter AI-driven voice fraud.

By Karen Joy Bacudo • 4 min read • Last week
PagerDuty names Ingram Micro sole Australian distributor
DevOps

PagerDuty names Ingram Micro sole Australian distributor

Australian solution providers will gain simpler access to PagerDuty's incident management tools as the vendor taps Ingram Micro's reseller network.

By Mark Tarre • 3 min read • Last week
AliExpress launches UK summer sale amid spending fears
Wearables

AliExpress launches UK summer sale amid spending fears

Worries over household budgets are driving UK shoppers towards discounts of up to 80% as summer spending comes under pressure.

By Sofiah Nichole Salivio • 4 min read • Last week
Why does CX and UC need to be designed together?
Unified Communications

Why does CX and UC need to be designed together?

Disconnected customer and internal communications are driving missed calls, repeat contacts and burned-out agents, according to the article.

By Samantha Mooney • 6 min read • Last week
The hardest job in CX just got legal protection. Is your centre ready?
Customer Experience

The hardest job in CX just got legal protection. Is your centre ready?

Australian contact centres now face tougher scrutiny as psychosocial risk rules make workload design a legal issue, not just an HR one.

By Kate Zawerucha • 6 min read • Last week