Customer service Stories - Page 6

Asian Stories

Customer service stories

CIMB Niaga launches AI agents for Indonesian bank staff

The rollout could speed up advice and call handling for millions of Indonesian customers while keeping staff in control of regulated decisions.

By Karen Joy Bacudo • 5 min read • Last month

Global Stories

Customer service stories

Data Protection

Rubrik survey warns of AI agents outpacing security

Most firms expect autonomous tools to outstrip guardrails within a year, leaving agent actions hard to see, control and roll back.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Unified Communications

Twilio launches embeddable Flex contact centre for apps

Businesses can now embed contact centre functions into apps as Twilio adds a Flex SDK, Salesforce Voice integration and new pricing.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Customer Relationship Management

Rue Gilt Groupe plugs Riskified into Zendesk to curb fraud

Real-time risk scores are now guiding Rue Gilt Groupe agents on refunds and reroutes, as online retailers battle growing service-channel fraud.

By Sean Mitchell • 4 min read • Last month

DevOps

AI projects stall as testing lags behind deployment

More than half of organisations have shipped AI tools, but quality problems and weak testing are leaving many projects stranded before production.

By Catherine Knowles • 4 min read • Last month

Hybrid Cloud

Colt completes SAP cloud ERP migration across 40 countries

Downtime on Colt's switchover was cut to 6.5 hours, helping the telecoms group reduce disruption across operations in 40 countries.

By Sean Mitchell • 3 min read • Last month

Software-as-a-Service

Aryza acquires Umbrella Tech in AI collections push

The deal gives lenders round-the-clock voice automation in more than 100 languages, aiming to cut costs and improve compliance in collections.

By Karen Joy Bacudo • 3 min read • Last month

Unified Communications

Scotiabank launches Scotia Intelligence for bank-wide AI

The bank says the new framework is already routing 90 per cent of commercial emails and cutting manual work by 70 per cent.

By Karen Joy Bacudo • 4 min read • Last month

Unified Communications

Tollring unveils AI tools for customer conversation analysis

Businesses can now review every call for compliance and service issues as Tollring adds AI tools that analyse customer conversations at scale.

By Joseph Gabriel Lagonsin • 3 min read • Last month

Software-as-a-Service

8x8 launches AI Studio for customer experience agents

Businesses can now build AI agents without specialist developers, as 8x8 rolls out early access to its Studio on the customer experience platform.

By Catherine Knowles • 4 min read • Last month

Virtualisation

StorMagic posts 36% growth as VMware rivals gain ground

Customers seeking VMware alternatives helped drive StorMagic’s annual recurring revenue up 36% as rising hardware costs boosted demand for its software.

By Karen Joy Bacudo • 4 min read • Last month

Data Analytics

akto named Boomi Platinum Partner in AI readiness push

Businesses chasing AI gains are turning to data and integration upgrades, as akto gains higher Boomi backing to support that shift.

By Catherine Knowles • 4 min read • Last month

Data Protection

Peacock Bros RFID cuts box retrieval to one worker

A records search that once needed two workers and a forklift can now be done by one, easing retrieval across millions of stored boxes.

By Mark Tarre • 4 min read • Last month

Stories from Other Regions

Customer service stories

IT Industry

UK broadband switching jumps 24% as April bills rise

Households hit by April rises are switching in record numbers, with three million already moving providers to avoid higher broadband charges.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Semiconductors

UK government launches GBP £500m Sovereign AI Unit

The £500 million fund is meant to help British AI start-ups scale, as ministers seek growth and greater control over core technology.

By Shannon Williams • 4 min read • Last month

Manufacturing

Instro AI trials cut engineering response times by 67%

Manufacturers saw faster technical support and enquiry handling, with one trial cutting response times by 67.3% and reducing manual effort.

By Shannon Williams • 4 min read • Last month

Data Analytics

UK businesses adopt RCS & AI for customer messaging

Fraud fears and rising smishing are pushing UK firms towards verified RCS and AI-led omnichannel chats, a new study finds.

By Sean Mitchell • 3 min read • Last month

Digital Transformation

POWWR names Martin Eade as Chief Operating Officer

The reshuffle is meant to tighten service delivery as the Manchester-based energy software provider brings customer success and compliance under one executive.

By Mark Tarre • 3 min read • Last month