Customer service stories - Page 12

Financial firms are embracing AI with a focus on trust, using it to enhance customer service and support staff, not cut jobs, amid growing governance concerns.

Infosys has launched an AI-First GCC Model to help global firms transform their capability centres into scalable, AI-enabled hubs across diverse industries.

SOTI upgrades its ONE Platform to enhance device security, speed, and operational visibility, helping retailers boost efficiency and meet rising consumer expectations.

Fusion5 is a global finalist for the 2025 Microsoft Dynamics 365 Service Partner of the Year Award, recognised for rapid AI-driven customer service solutions.

Fluent Commerce launches MCP Server to link AI agents with retail backend systems, speeding up order queries and boosting customer service efficiency.

Consilium launches AI-powered CX platform unifying voice, video, CRM and analytics, aiming to boost enterprise engagement and agent productivity worldwide.

Fusion5 has acquired Kordia's managed IT business, gaining 26 experts to boost its services while Kordia refocuses on core cybersecurity and connectivity sectors.

Simon de Winter Group teams up with Middlebank Consulting Group to digitally transform its supply chain, boosting efficiency across Australia and New Zealand.

Combining human empathy with AI's smart automation transforms contact centres, boosting efficiency and delivering personalised customer experiences.

Guidewire will acquire ProNavigator, enhancing its platform with context-aware knowledge to improve efficiency and service in the P&C insurance sector.

Amperity launches Real-Time Profiles, combining live activity with historical data to enable instant, personalised customer experiences across marketing and service.

AI forecasting revolutionises contact centres by replacing outdated spreadsheets, boosting staffing accuracy and customer satisfaction amid volatile market demands.

Interactive and Microsoft's enduring partnership drives real digital transformation, helping businesses innovate and modernise with trusted, collaborative solutions.

Kordia is now a Managed Services Partner to deliver Dialpad's AI-powered contact centre solutions in New Zealand, enhancing local support and customer engagement.

Zendesk has been named a Leader in Gartner's 2025 Magic Quadrant for CRM Customer Engagement, praised for its AI-first Resolution Platform.

Talkdesk expands its partnership with Databricks to unify customer data, enhancing AI-driven automation and personalised experiences on its CXA platform.

Talkdesk enhances its Copilot with agentic AI, enabling customer service agents to handle complex queries through smarter, real-time support and automation.

OCS New Zealand is the first globally to deploy Esker's full AI-driven finance automation suite, enhancing efficiency and accuracy in its financial operations.

As liquidation rises 31.9%, NZ small businesses face a tough holiday battle for staff, cashflow and compliance to keep operations thriving beyond survival mode.

NiCE Cognigy launches AI Ops Centre, a real-time hub to monitor and maintain enterprise AI agents' reliability and boost customer experience resilience.