Customer service stories - Page 17

A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.

Lenovo has launched the Hybrid AI Advantage with NVIDIA, aiming to enhance enterprise productivity and streamline AI integration across various business operations.

N-able has expanded its Technology Alliance Program, teaming up with Rewst to automate tasks and enhance operational efficiency for IT providers.

Myriad360 has made it onto CRN's 2025 Tech Elite 250 list, recognising its outstanding technical expertise and customer impact in IT solutions.

NICE has launched CXone Mpower Orchestrator, claiming it as the first solution for complete end-to-end automation in customer service via a single AI platform.

Kore.ai has launched its Agent Platform, a cutting-edge infrastructure aimed at enabling businesses to develop and manage autonomous AI applications at scale.

Smarter Brands AI has unveiled an AI platform aimed at automating business operations, collaborating with Omniverse City's innovative AI infrastructure.

A new survey by Infosys Knowledge Institute reveals a significant shift towards scaled AI deployment across industries, driven by reduced costs and improved success rates.

After abandoning retail for PR and marketing, I discovered a passion for data management, leading me to pursue a degree in analytics, which I completed at 40.

In addition to responding intuitively to voice commands, Alexa+ can actively manage and orchestrate other connected services and devices.

ManageEngine ServiceDesk Plus has secured ITIL certification for 14 IT service management practices, achieving Silver-tier status in PeopleCert's ATV programme.

Zendesk has unveiled plans to acquire Local Measure, an Australian provider of voice solutions, enhancing its AI-powered services by 2025.

Marcura has unveiled a comprehensive upgrade to its services, integrating AI-powered automation to enhance efficiency in the maritime sector.

A YouGov survey reveals growing dissatisfaction with customer service in the US and UK, as 69% of consumers blame outdated technology for their frustrations.

Pegasystems has launched the Pega Agent Experience, a suite of API capabilities aimed at enhancing AI agents' efficiency in automation and orchestration.

Babeltext launches an AI-driven messaging platform aimed at breaking language barriers, enabling real-time communication in 195 languages for global users.

WatchGuard Technologies has joined the Amazon Web Services ISV Accelerate Program to enhance its global cybersecurity offerings via the AWS Marketplace.

Freshworks has appointed Venki Subramanian as Senior Vice President of Product Management for Customer Experience, aiming to enhance its offerings for over 68,000 clients.

Pegasystems has launched enhanced generative AI and automation tools in Pega Smart Dispute to help banks manage rising payment dispute volumes efficiently.

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