Call centre Stories - Page 10

Global Stories

Call centre stories

NTT DATA, Mistral AI partner on AI for regulated sectors

NTT DATA and Mistral AI team up to develop private AI ecosystems for regulated sectors across Europe and Asia-Pacific, focusing on data privacy and ethical deployment.

By Jed Nykolle Harme • 4 min read • Tue, 29th Jul 2025

Data Analytics

CommScope, DvSum launch AI platform to boost network analytics

CommScope and DvSum have teamed up to launch ServAssure NXT AI, a platform combining AI and analytics to boost network monitoring and customer service efficiency.

By Jed Nykolle Harme • 3 min read • Wed, 23rd Jul 2025

Unified Communications

How to turn the contact centre grind into interesting and rewarding work for your agents in 2025

AI-powered tools are transforming contact centres by easing agents' workloads, boosting job satisfaction, and cutting staff churn in 2025.

By Ian de Sousa and Paul Rilstone • 4 min read • Wed, 7th May 2025

Unified Communications

Contact centres in 2025: Balancing AI with human empathy

The contact centre industry is poised for transformation in 2025, with a predicted rise in demand for human interaction as consumer preferences shift.

By Catherine Knowles • 4 min read • Thu, 14th Nov 2024

Customer Experience

One Nexus unveils DRIVE, enhancing OEM & dealership services

One Nexus Group launches One Nexus DRIVE, aimed at improving dealership services and customer loyalty with its dual SaaS and Operations segments.

By Catherine Knowles • 3 min read • Tue, 17th Sep 2024

Customer Relationship Management

Three reasons contact centres are embracing Open CcaaS

With exceptional CX now the norm, businesses are increasingly adopting Open CCaaS due to its focus on digital channels, support for AI innovation, and preference for best-of-breed applications.

By Martyn Riddle • 5 min read • Thu, 21st Mar 2024

Marketing Technologies

BroadSource selects Ribbon Communications for secure credit card payment solution

BroadSource partners with Ribbon Communications to enhance SecureCall, a solution for secure telephonic credit card payments.

By Sean Mitchell • 2 min read • Wed, 13th Dec 2023

Unified Communications

Travel Counsellors introduces Freshworks AI-powered chatbots

The tour operator can now automatically resolve simple queries through bots while prioritising more challenging queries.

By Gaurav Sharma • 3 min read • Thu, 24th Aug 2023

Unified Communications

Leading with innovation

In a blend of lateral thinking and innovation, Palmerston North and Horizons Councils' adaptive call centre earned the 2011 Initiative of the Year award.

By Staff Writer • 2 min read • Thu, 1st Dec 2011

Stories from Other Regions

Call centre stories

Unified Communications

UK public sector hotlines surpass banks for caller frustration

UK public sector hotlines now cause more caller frustration over hold times than banks, with healthcare and government services topping the list, says new survey.

By Catherine Knowles • 4 min read • Fri, 25th Jul 2025

DevOps

Qantas data breach exposes 5.7 million in third-party cyberattack

Qantas has revealed a cyberattack on a third-party call centre, exposing personal data of 5.7 million customers and raising serious security concerns.

By Shannon Williams • 4 min read • Fri, 11th Jul 2025

Digital Transformation

Gold Coast Health boosts patient care with UiPath automation

Gold Coast Health has adopted UiPath automation to streamline patient referrals and reduce administrative tasks, enhancing care and staff efficiency in Queensland.

By Melania Watson • 3 min read • Mon, 7th Jul 2025

Edge Computing

Exclusive: New Zealand's most connected data centre eyes rapid growth

Datacentre220, Auckland's most connected data centre with 90 network partners, plans rapid national expansion to meet soaring demand for edge connectivity.

By Melania Watson • 5 min read • Mon, 23rd Jun 2025

Unified Communications

Telstra tech helps Good Friday Appeal donations top AUD $1m

Telstra celebrates 80 years supporting the Good Friday Appeal, helping raise over AUD $1 million via technology during this year's telethon for The Royal Children's Hospital.

By Sean Mitchell • 3 min read • Sat, 19th Apr 2025

Unified Communications

Indosat & Google Cloud expand AI collaboration in Indonesia

Indosat Ooredoo Hutchison and Google Cloud are deepening their partnership to transform Indosat into an AI-driven tech enterprise, enhancing service for over 100 million customers.

By Imee Dequito • 4 min read • Fri, 14th Jun 2024

Customer Experience

How Australian businesses can transform customer interaction

Enhancing digital interaction, including live chat and advanced voice solutions, can bolster customer loyalty and operational efficiency for Australian businesses.

By Robert Woolfrey • 3 min read • Tue, 20th Feb 2024