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Global Stories

Customer Support stories

TechForce joins Anthropic's Claude partner network
Data Protection

TechForce joins Anthropic's Claude partner network

Australian businesses gain local help to move Claude pilots into live use, with TechForce handling integration, governance and approvals.

By Joseph Gabriel Lagonsin • 4 min read • This month
The Hidden Cost of Identity Friction in Retail
Digital Transformation

The Hidden Cost of Identity Friction in Retail

Cart abandonment and support costs climb when shoppers are blocked by clumsy sign-ins, resets and verification during checkout.

By Bobby Joseph • 6 min read • This month
Snap revenue rises 19% as users near 1 billion mark
Wearables

Snap revenue rises 19% as users near 1 billion mark

Snap is edging towards one billion monthly users as advertising and subscription sales help lift quarterly revenue 19% to USD $1.60 billion.

By Karen Joy Bacudo • 4 min read • This month
Payabli launches Amigo AI suite for embedded payments
Software-as-a-Service

Payabli launches Amigo AI suite for embedded payments

Software platforms using embedded payments can now query live transaction data in plain English as Payabli adds AI tools to reduce manual ops.

By Karen Joy Bacudo • 4 min read • This month
Octave names Veris geospatial partner in Australia
Smart Cities

Octave names Veris geospatial partner in Australia

Customers in government and defence will get local support in Australia and New Zealand as Veris takes on Octave's geospatial software distribution.

By Sean Mitchell • 4 min read • This month
EPAM joins OpenAI partner network for enterprise AI
Digital Transformation

EPAM joins OpenAI partner network for enterprise AI

The tie-up could speed enterprise AI adoption as firms shift from pilots to secure, regulated deployments across core operations.

By Joseph Gabriel Lagonsin • 4 min read • This month
8x8 expands AI tools across business beyond contact centre
Unified Communications

8x8 expands AI tools across business beyond contact centre

The move aims to help firms scale AI beyond siloed contact centres, as most organisations still struggle to deploy it across the enterprise.

By Joseph Gabriel Lagonsin • 4 min read • Last month
AccountsIQ ties up with Paraglide on AI collections
Software-as-a-Service

AccountsIQ ties up with Paraglide on AI collections

AI agents will handle invoice chases and billing queries for AccountsIQ users, aiming to cut Days Sales Outstanding and free finance teams.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Endava & Upstream Works launch AI contact centre platform
Private Cloud

Endava & Upstream Works launch AI contact centre platform

Enterprise contact centres could cut queue traffic as the new platform slots into existing systems without forcing costly rip-and-replace upgrades.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Infobip RCS traffic surges 169% as US leads growth
Digital Transformation

Infobip RCS traffic surges 169% as US leads growth

Brands are moving beyond SMS, as Infobip's RCS traffic jumped 169.3% in the first half, with US interactions up 1,298.8%.

By Mark Tarre • 4 min read • Last month
DXC joins ElevenLabs funding round in voice AI push
Software-as-a-Service

DXC joins ElevenLabs funding round in voice AI push

The deal gives DXC access to ElevenLabs' voice AI as enterprises race to automate customer service and internal workflows.

By Mark Tarre • 4 min read • Last month
Nozomi Networks appoints co-founder Carcano as CEO
Digital Transformation

Nozomi Networks appoints co-founder Carcano as CEO

The change comes after Mitsubishi Electric's AUD $1.4 billion purchase of Nozomi, while customer support and the product roadmap stay unchanged.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Stories from Other Regions

Customer Support stories

Older consumers most loyal to working AI customer service
Digital Transformation

Older consumers most loyal to working AI customer service

Consumers aged 60 and over are most likely to stick with AI support if it solves problems, highlighting performance as the key loyalty driver.

By Joseph Gabriel Lagonsin • 4 min read • This month
Fintech's biggest KPI should no longer be transactions: It should be financial confidence
Fintech

Fintech's biggest KPI should no longer be transactions: It should be financial confidence

India's fintech sector may need new benchmarks as simple transaction counts fail to show whether users really understand and trust digital finance.

By Shams Tabrej • 5 min read • Last month
ChatSee warns of AI failures beyond hallucinations
Risk & Compliance

ChatSee warns of AI failures beyond hallucinations

Execution and escalation breakdowns now outnumber hallucinations in enterprise AI failures, according to more than 10,000 observed incidents.

By Mark Tarre • 4 min read • Last month
Backbase banking AI beats GPT-4.1 in live deployment
Fintech

Backbase banking AI beats GPT-4.1 in live deployment

In a seven-month test, the specialist model answered more banking queries than GPT-4.1 while refusing uncertain prompts less often than expected.

By Karen Joy Bacudo • 4 min read • Last month
UltraLED names EIS TechInfra as South India distributor
Digital Signage

UltraLED names EIS TechInfra as South India distributor

The distributor deal should improve LED display access and support across South India as UltraLED builds a broader national sales network.

By Sofiah Nichole Salivio • 3 min read • Last month
Adyen report finds Singapore shoppers split by age
Digital Transformation

Adyen report finds Singapore shoppers split by age

Younger Singaporeans are driving higher retail spend, while payment errors and AI adoption are reshaping how retailers compete.

By Karen Joy Bacudo • 4 min read • Last month