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Customer service stories

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 • Yesterday
UK retailers back store staff despite rising labour costs
Unified Communications

UK retailers back store staff despite rising labour costs

Retailers are prioritising shop-floor service over headcount cuts, even as wage and tax bills strain margins across the sector.

By Sofiah Nichole Salivio • 4 min read • 2 days ago
Quietly transforming CX without replacing humans
Digital Transformation

Quietly transforming CX without replacing humans

AI is trimming contact-centre admin and lifting productivity as CX teams seek gains without sacrificing the human touch.

By Richard Hall • 4 min read • 2 days ago
Platform Housing Group picks Totalmobile for repairs
Digital Transformation

Platform Housing Group picks Totalmobile for repairs

The deal will give 120,000 customers a single view of repairs and safety data across 50,000 homes, replacing fragmented systems.

By Sean Mitchell • 4 min read • Last week
Parloa opens London office as AI expansion gathers pace
Customer Relationship Management

Parloa opens London office as AI expansion gathers pace

London's rising AI investment is drawing Parloa into the capital as the company expands its European footprint and customer base.

By Sean Mitchell • 5 min read • Last week
HMRC picks Capgemini, NiCE & Route 101 for overhaul
Digital Transformation

HMRC picks Capgemini, NiCE & Route 101 for overhaul

Millions of taxpayers should see faster, more consistent support as HMRC moves contact services onto a single cloud platform with AI tools.

By Karen Joy Bacudo • 4 min read • Last week
Financial leaders fear AI could harm vulnerable customers
Fintech

Financial leaders fear AI could harm vulnerable customers

Most firms have expanded customer-facing AI even as a survey found 77% fear their strategies could harm vulnerable customers.

By Karen Joy Bacudo • 5 min read • Last week

Global Stories

Customer service stories

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 • 2 days ago
Vista launches Vector Core Compute for AI inference
Semiconductors

Vista launches Vector Core Compute for AI inference

The new inference cloud is aimed at cutting latency and costs for enterprise AI, with a Los Angeles site live and Together.ai first to use it.

By Joseph Gabriel Lagonsin • 5 min read • 2 days ago
Quant & IBM launch Ava at Fortitude Re to cut calls
Digital Transformation

Quant & IBM launch Ava at Fortitude Re to cut calls

The rollout has cut average handling time by three minutes and lifted first-call resolution to 86% at Fortitude Re.

By Sean Mitchell • 8 min read • Last week
VTEX expands AI commerce architecture across markets
Digital Transformation

VTEX expands AI commerce architecture across markets

Retailers can now automate merchandising, support and ad campaigns as autonomous agents are embedded across VTEX's commerce platform.

By Sofiah Nichole Salivio • 4 min read • Last week
ICS.AI builds dialect-aware AI with Sheffield University
AI Ethics & Governance

ICS.AI builds dialect-aware AI with Sheffield University

Residents could face poorer access to council services unless AI systems can cope with regional accents and dialects, a UK project now testing that live.

By Sofiah Nichole Salivio • 4 min read • Last week
React launches trust framework for AI era leadership
Artificial Intelligence

React launches trust framework for AI era leadership

Businesses using AI now face tougher scrutiny over whether decisions, communications and management still feel human, fair and accountable.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Tendfor updates Teams customer service with AI tools
Unified Communications

Tendfor updates Teams customer service with AI tools

AI-driven oversight and call handling could help organisations keep customer service consistent as Teams becomes their main workspace.

By Joseph Gabriel Lagonsin • 4 min read • Last week
AskNicely launches AI agents for customer insights
Digital Transformation

AskNicely launches AI agents for customer insights

Frontline teams at multi-location service businesses could cut dashboard churn as AskNicely's new tools automate insights and routine review replies.

By Sofiah Nichole Salivio • 4 min read • Last week

Stories from Other Regions

Customer service stories

How mid-sized companies can build an effective data quality framework
Data Analytics

How mid-sized companies can build an effective data quality framework

Bad data is costing Australian firms about AUD A$493,000 a year and slowing decisions in mid-sized businesses.

By Bobby Joseph • 6 min read • Last week
Eltropy adds voice & device authentication partners
Digital Transformation

Eltropy adds voice & device authentication partners

Credit unions and community banks gain extra protection as Eltropy embeds voice, device and fraud checks amid rising AI-driven impersonation risks.

By Karen Joy Bacudo • 5 min read • Last week