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Pega unveils AI tool for enhanced customer engagement
Customer Experience

Pega unveils AI tool for enhanced customer engagement

Gartner's research reveals that almost a third of organisations struggle with customer journey mapping, prompting Pega to unveil its GenAI-powered blueprint.

By Sean Mitchell • 3 min read • Wed, 26th Feb 2025
NICE CXone platform sees 80% increase in interactions
Unified Communications

NICE CXone platform sees 80% increase in interactions

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

By Imee Dequito • 2 min read • Thu, 5th Dec 2024
OpenText launches Cloud Editions 24.4 with AI upgrades
Data Analytics

OpenText launches Cloud Editions 24.4 with AI upgrades

OpenText has launched Cloud Editions 24.4, introducing AI-driven tools to enhance enterprise workflows and multi-cloud connectivity at OpenText World 2024.

By Melania Watson • 3 min read • Wed, 20th Nov 2024
Australia, NZ retail workers voice need for security technologies to feel safe
Motorola Solutions

Australia, NZ retail workers voice need for security technologies to feel safe

Ahead of the holiday shopping rush, a report reveals one in three retail workers in Australia and New Zealand feel unsafe due to rising crime and understaffing.

By Melania Watson • 4 min read • Wed, 13th Nov 2024
Zendesk unveils AI suite to enhance customer service efficiency
Data Analytics

Zendesk unveils AI suite to enhance customer service efficiency

Zendesk has unveiled a range of AI innovations aimed at enhancing customer service, including an AI Agent Builder requiring minimal training for users.

By Catherine Knowles • 3 min read • Fri, 11th Oct 2024
Mitel unveils AI-powered communication analysis solution
Customer Experience

Mitel unveils AI-powered communication analysis solution

Mitel has launched its AI-driven Mitel Interaction Recording Insights AI, aimed at automating communication analysis and enhancing business insights globally.

By Catherine Knowles • 3 min read • Fri, 11th Oct 2024
Zendesk unveils AI-powered tools to enhance customer service
Data Analytics

Zendesk unveils AI-powered tools to enhance customer service

Zendesk has unveiled a range of AI-powered tools to enhance customer service, including a voice solution in partnership with Poly.ai for improved interactions.

By Shannon Williams • 3 min read • Thu, 10th Oct 2024
Dodo partners with Gentrack for advanced billing system
Unified Communications

Dodo partners with Gentrack for advanced billing system

Vocus Group partners with Gentrack to launch a modern billing system for Dodo Power & Gas, enhancing operational efficiency in the Australian energy sector.

By Sean Mitchell • 2 min read • Mon, 7th Oct 2024
Zendesk introduces outcome-based pricing for AI solutions
Customer Experience

Zendesk introduces outcome-based pricing for AI solutions

Zendesk pioneers Outcome-Based Pricing for AI agents, letting businesses pay only for fully resolved issues, aligning costs directly with value delivered.

By Catherine Knowles • 3 min read • Thu, 26th Sep 2024
Australian firms' high costs & AI lag spark HubSpot update
Customer Experience

Australian firms' high costs & AI lag spark HubSpot update

New HubSpot research reveals rising costs and AI lag as top challenges for Australian businesses, prompting platform updates to bolster efficiency and customer engagement.

By Kaleah Salmon • 3 min read • Wed, 25th Sep 2024
HubSpot study shows rising costs as key issue for Aussie firms
Customer Experience

HubSpot study shows rising costs as key issue for Aussie firms

A HubSpot study reveals 40% of Australian firms cite rising costs as their main challenge, alongside data security and intense competition, complicating operations and growth.

By Shannon Williams • 3 min read • Tue, 24th Sep 2024
Salesforce unveils AI-driven Data Cloud innovations to boost CX
Firewalls

Salesforce unveils AI-driven Data Cloud innovations to boost CX

Salesforce introduces major Data Cloud innovations enhancing AI-driven customer experiences, unifying data, and launching Datablazers Community for real-time insights.

By Sean Mitchell • 4 min read • Wed, 18th Sep 2024

Stories from Other Regions

Customer Interactions stories

New tool boosts eCommerce personalisation strategies
Customer Experience

New tool boosts eCommerce personalisation strategies

SALESmanago has launched its Recommendation Architect tool, enabling marketers to personalise product suggestions, enhancing engagement and boosting revenue growth.

By Kaleah Salmon • 2 min read • Wed, 22nd Jan 2025
Respond.io & TikTok launch AI tool for SME growth
Customer Experience

Respond.io & TikTok launch AI tool for SME growth

Respond.io and TikTok have launched an AI-driven tool aimed at enhancing customer interactions for SMEs, targeting the USD $4.1 trillion financing gap.

By Kaleah Salmon • 2 min read • Tue, 14th Jan 2025
Great Southern Bank enhances service with CXone Mpower
Unified Communications

Great Southern Bank enhances service with CXone Mpower

Great Southern Bank is enhancing its customer service automation by deploying NICE's AI-powered CXone Mpower platform, supported by Optus.

By Sean Mitchell • 2 min read • Wed, 4th Dec 2024
Twilio unveils Linked Audiences integration for Redshift
Hyperscale

Twilio unveils Linked Audiences integration for Redshift

Twilio has launched a public beta of Linked Audiences, enhancing personalised marketing capabilities for Amazon Redshift users, boosting engagement strategies.

By Melania Watson • 3 min read • Tue, 3rd Dec 2024
Luzmo launches AI-powered analytics platform Luzmo IQ
Data Analytics

Luzmo launches AI-powered analytics platform Luzmo IQ

Luzmo has unveiled Luzmo IQ, a new platform designed to embed AI-driven analytics into applications, enhancing user data interaction and decision-making.

By Catherine Knowles • 3 min read • Fri, 22nd Nov 2024
AI personalisation key for UK firms, says Zendesk report
Digital Transformation

AI personalisation key for UK firms, says Zendesk report

A new Zendesk report highlights the crucial role of personalised AI in enhancing customer loyalty for UK firms amid evolving consumer expectations.

By Sean Mitchell • 3 min read • Thu, 21st Nov 2024