FutureFive New Zealand - Consumer technology news & reviews from the future

Customer service stories - Page 5

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Agentic AI helps firms boost CX satisfaction & cut costs per case
Thu, 1st May 2025
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cx
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martech
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cdp
Forethought's 2025 report reveals agentic AI boosts CX outcomes, resolving 57% more tickets and cutting costs by over 20%, outperforming traditional AI solutions.
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Customer support leads global adoption of enterprise generative AI
Wed, 30th Apr 2025
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digital transformation
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software development
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customer service
IoT Analytics finds customer support leads enterprise generative AI use, with 49% of deployments aiding issue resolution among 530 projects analysed.
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Calabrio boosts contact centres with over 70 new AI features
Mon, 28th Apr 2025
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data analytics
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cx
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martech
Calabrio unveils 70+ new AI-driven features in Calabrio ONE, boosting efficiency and customer service in contact centres, available within six months.
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Klearcom launches Verify+ for enhanced global IVR testing
Mon, 28th Apr 2025
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saas
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uc
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devops
Klearcom has launched Verify+, a global solution enabling firms to simulate and test customer service calls in over 100 languages before going live.
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Lallemand adopts self-service portal to end costly legacy orders
Thu, 24th Apr 2025
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paas
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digital transformation
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cx
Lallemand has launched a new B2B self-service portal powered by commercetools, replacing traditional ordering to boost efficiency and global scalability.
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Aussie Broadband sees 30% gains with SUSE open platform
Tue, 22nd Apr 2025
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virtualisation
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uc
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private cloud
Aussie Broadband has boosted operational efficiency by up to 30% with a new SUSE Rancher Prime cloud platform, enhancing service reliability for 780,000 users.
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UK retailers face substantial losses from missing parcels
Fri, 18th Apr 2025
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cx
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martech
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supply chain
UK retailers have suffered losses of around GBP £464 million in missing parcels during the peak shopping season, with potentially millions more unaccounted for.
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Gen Z in Australia spend more dining out as Boomers cut back
Thu, 17th Apr 2025
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cx
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martech
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supply chain
Research from Square reveals younger Australians, especially Gen Z, are dining out and spending more, while older generations cut back amid cost-of-living pressures.
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AI & personalisation drive new luxury demand in Aussie dining
Thu, 17th Apr 2025
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data analytics
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cx
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martech
Research shows 65% of Australian restaurants use AI to enhance personalisation, boost efficiency, and meet rising consumer expectations in hospitality.
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Genesys named leader in Forrester Wave CCaaS platforms report
Thu, 17th Apr 2025
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uc
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cx
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martech
Genesys leads Forrester's Wave report for Q2 2025 in CCaaS platforms, excelling in AI, innovation, and strategy for customer experience solutions.
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Luxury Escapes expands travel protection with new coverage
Tue, 15th Apr 2025
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cx
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martech
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physical security
Luxury Escapes and Cover Genius have broadened their partnership to launch a new 'Cancellation Protection' feature for travellers, offering 100% refunds.
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DaveAI secures funding to expand AI technology globally
Mon, 14th Apr 2025
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cx
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martech
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genai
DaveAI has raised new funds in a pre-Series A round led by Inflection Point Ventures and SucSEED, aimed at enhancing its AI technology and global expansion.
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Google unveils Gemini 2.5 AI models for enterprises
Thu, 10th Apr 2025
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firewalls
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digital transformation
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breach prevention
Google has launched the Gemini 2.5 series of AI models, boosting enterprise applications with advanced reasoning capabilities and tailored solutions for businesses.
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Deloitte boosts AI offerings with Google Cloud alliance
Thu, 10th Apr 2025
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crm
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digital transformation
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ai
Deloitte has expanded its partnerships with Google Cloud and ServiceNow, unveiling over 100 AI agents aimed at revolutionising client operations across multiple sectors.
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Google Cloud unveils AI features to enhance customer service
Thu, 10th Apr 2025
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digital transformation
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genai
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ai
Google Cloud has unveiled AI enhancements in its Customer Engagement Suite, enabling businesses to improve interactions and service efficiency significantly.
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Empowered contact centre agents crucial for driving CX success
Wed, 9th Apr 2025
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uc
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cx
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martech
As customer expectations rise, NICE's Rod Lester emphasises the critical role of agent empowerment in contact centres, driven by AI tools for enhanced service.
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VistaPrint report: Australian SMBs face 2025 challenges
Thu, 3rd Apr 2025
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cx
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martech
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personalisation
VistaPrint's 2025 SMB Report reveals that while over 65% of Australian small businesses face economic challenges, half remain optimistic for the future.
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Alcatel-Lucent Enterprise unveils new AI chatbot ALIE
Thu, 3rd Apr 2025
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genai
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ai
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alcatel-lucent enterprise
Alcatel-Lucent Enterprise has unveiled ALIE, a generative AI chatbot designed to boost efficiency for channel partners and employees, significantly reducing support calls by 50%.
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ServiceNow appoints new VP to boost Asia operations
Wed, 2nd Apr 2025
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cx
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martech
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ai
ServiceNow has appointed Melissa Ries as Group Vice President for Asia & Korea and Yen Yen Tan to its Global Advisory Council to boost operations in the region.
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Prvidr opens new office in Townsville for tech expansion
Wed, 2nd Apr 2025
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saas
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edutech
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higher education
Prvidr has opened a new office in Townsville to better serve its expanding clientele across Queensland, boosting technology job opportunities in the region.