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Customer service Stories - Page 20

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Customer service stories

Prism Sound selects Amber Technology for ANZ growth
Partner Programmes

Prism Sound selects Amber Technology for ANZ growth

Prism Sound taps Amber Technology to distribute its full pro audio range and bolster local support across Australia and New Zealand.

By Mark Tarre • 3 min read • Wed, 4th Feb 2026
Genspark expands AI call agent globally with Twilio
Customer Experience

Genspark expands AI call agent globally with Twilio

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

By Mark Tarre • 3 min read • Tue, 3rd Feb 2026
Salesforce disputes reports it cut 4,000 roles over AI
Customer Relationship Management

Salesforce disputes reports it cut 4,000 roles over AI

Salesforce denies axing 4,000 jobs for AI as critics question Agentforce reliability and the need for hard-coded fallbacks in workflows.

By Karen Joy Bacudo • 5 min read • Tue, 3rd Feb 2026
AI & digital tools reshaping global business travel
Digital Transformation

AI & digital tools reshaping global business travel

By 2026, business travel programmes will be smarter, data‑driven and AI‑powered, making trips smoother for both travellers and employers.

By Suzanne Neufang • 3 min read • Fri, 30th Jan 2026
20i launches Twentie AI assistant for unlimited hosting help
DevOps

20i launches Twentie AI assistant for unlimited hosting help

20i unveils Twentie, an AI assistant embedded in its hosting platform, offering account-aware support, reports and analytics with unlimited use.

By Sofiah Nichole Salivio • 3 min read • Fri, 30th Jan 2026
Contact centres report rising morale but AI doubts grow
Unified Communications

Contact centres report rising morale but AI doubts grow

Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 30th Jan 2026
TELUS study finds Canadians and Americans demand safer AI
Data Protection

TELUS study finds Canadians and Americans demand safer AI

TELUS survey finds most Canadians and Americans use AI but overwhelmingly want stricter regulation, safety checks and clearer explanations.

By Sofiah Nichole Salivio • 4 min read • Fri, 30th Jan 2026
Wipro unveils unified AI-led enterprise functions model
Data Analytics

Wipro unveils unified AI-led enterprise functions model

Wipro launches a unified AI-led model to fuse consulting, transformation and operations across people, finance, supply chain and customer work.

By Sofiah Nichole Salivio • 4 min read • Fri, 30th Jan 2026
ServiceNow deepens Anthropic tie & wins airline deal
Customer Relationship Management

ServiceNow deepens Anthropic tie & wins airline deal

ServiceNow makes Anthropic's Claude its default AI for app building and wins a major Panasonic Avionics deal spanning 300+ airlines.

By Joseph Gabriel Lagonsin • 5 min read • Fri, 30th Jan 2026
Big banks back AI while keeping core software in place
Software-as-a-Service

Big banks back AI while keeping core software in place

Big banks and AI leaders signal they will layer new AI tools on top of, not instead of, core enterprise software systems.

By Karen Joy Bacudo • 5 min read • Wed, 28th Jan 2026
Delivery Hero cuts rider escalations with Twilio voice
Unified Communications

Delivery Hero cuts rider escalations with Twilio voice

Delivery Hero uses Twilio automated voice calls to cut rider contact by 25%, slash escalations over 60% and lift last-mile answer rates.

By Melania Watson • 4 min read • Wed, 28th Jan 2026
Kore.ai secures new funding to scale agentic AI tools
Software-as-a-Service

Kore.ai secures new funding to scale agentic AI tools

Kore.ai lands fresh backing led by AllianceBernstein to grow its enterprise agentic AI platform and accelerate global expansion plans.

By Joseph Gabriel Lagonsin • 3 min read • Wed, 28th Jan 2026
CommBox unveils Era AI Voice to transform call centres
Unified Communications

CommBox unveils Era AI Voice to transform call centres

CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.

By Sofiah Nichole Salivio • 3 min read • Wed, 28th Jan 2026

Stories from Other Regions

Customer service stories

Security tops 2026 tech spend for Australian retailers
Data Protection

Security tops 2026 tech spend for Australian retailers

Security, privacy and data protection will command the biggest tech spend for Australian retail SMBs in 2026, ahead of AI and global growth.

By Mark Tarre • 4 min read • Tue, 3rd Feb 2026
Vocational training urged to close IT reseller skills gap
Malware

Vocational training urged to close IT reseller skills gap

Herzing College urges tech resellers to embrace vocational training to close critical AI, cybersecurity and cloud skills gaps.

By Joseph Gabriel Lagonsin • 4 min read • Sat, 31st Jan 2026
Calabrio unveils unified view for human & AI agents
Customer Relationship Management

Calabrio unveils unified view for human & AI agents

Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.

By Mark Tarre • 4 min read • Thu, 29th Jan 2026
TELUS, RingCentral boost Business Connect with AI tools
Unified Communications

TELUS, RingCentral boost Business Connect with AI tools

TELUS and RingCentral will infuse Business Connect with AI assistants, receptionists and insights tools, rolling out to users in early 2026.

By Mark Tarre • 3 min read • Thu, 29th Jan 2026
Defence renews Kinetic IT deal for ICT & base support
Unified Communications

Defence renews Kinetic IT deal for ICT & base support

Australia's Defence Department renews Kinetic IT deal, expanding ICT service desk and switchboard support to a national base contact centre.

By Mark Tarre • 3 min read • Wed, 28th Jan 2026