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Xero cuts phone bill by USD $500,000 after Dialpad switch
Software-as-a-Service

Xero cuts phone bill by USD $500,000 after Dialpad switch

Unified cloud telephony has saved the accounting software group about USD $500,000 a year and simplified calls for 1,400 staff worldwide.

By Karen Joy Bacudo • 3 min read • Yesterday

Global Stories

Call centre stories

Tech Mahindra unveils TechM Ting sonic brand identity
Digital Transformation

Tech Mahindra unveils TechM Ting sonic brand identity

The new audio mark is set to run across offices, apps and customer touchpoints as Tech Mahindra standardises its global brand image.

By Mark Tarre • 3 min read • Yesterday
Rinnai Australia cuts service times with Oracle AI
Manufacturing

Rinnai Australia cuts service times with Oracle AI

Customer enquiries are now being answered up to 35% faster as Rinnai Australia uses Oracle AI to ease pressure on its call centre.

By Joseph Gabriel Lagonsin • 3 min read • 3 days ago
Scoot uses AI to speed up customer feedback analysis
Data Protection

Scoot uses AI to speed up customer feedback analysis

Passenger complaints can now be acted on in minutes, helping Scoot spot booking and login problems before they dent sales.

By Joseph Gabriel Lagonsin • 3 min read • Last week
Intelematics connects one millionth vehicle to eCall
Toyota

Intelematics connects one millionth vehicle to eCall

ANCAP's new safety criteria are likely to make emergency-call systems a must-have, after one million vehicles were linked to Intelematics' platform.

By Joseph Gabriel Lagonsin • 4 min read • Last week
AI voices beat humans on emotion in Askable benchmark
Artificial Intelligence

AI voices beat humans on emotion in Askable benchmark

Listeners preferred emotion and clarity over human likeness, with Google's Gemini 3.1 Flash Voice ranking ahead of a real recording.

By Sean Mitchell • 4 min read • Last week
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
Ping Identity adds MyChart fraud tools to Epic Toolbox
Data Protection

Ping Identity adds MyChart fraud tools to Epic Toolbox

Healthcare providers can cut fraud and account takeover risks on MyChart, while keeping patient sign-ups and recovery simple.

By Joseph Gabriel Lagonsin • 4 min read • Last month
G2A rolls out AI support agent Dave to sellers worldwide
Software-as-a-Service

G2A rolls out AI support agent Dave to sellers worldwide

Sellers on G2A's marketplace can now handle support surges more quickly as the AI tool has cut human intervention on cases by up to 30%.

By Sofiah Nichole Salivio • 3 min read • Last month
DevRev launches Voice AI for customer support calls
Software-as-a-Service

DevRev launches Voice AI for customer support calls

Pressure is mounting on support teams to show AI results, as DevRev ties live calls to the records needed to solve queries.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Voicify cuts costs with Google Cloud's Gemini models
Data Protection

Voicify cuts costs with Google Cloud's Gemini models

The switch has cut Voicify's model costs by up to 30% while helping the platform keep restaurant and healthcare calls flowing at peak times.

By Mark Tarre • 4 min read • Last month

Stories from Other Regions

Call centre stories

Kyndryl to help Suryoday deploy agentic AI in bank
Digital Transformation

Kyndryl to help Suryoday deploy agentic AI in bank

The lender expects faster onboarding, tighter fraud checks and quicker customer responses as AI spreads across its regulated banking operations.

By Sean Mitchell • 4 min read • Yesterday
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 • Last week
DBS adds agentic AI to virtual assistants for customers
Digital Transformation

DBS adds agentic AI to virtual assistants for customers

Banking tasks for millions of customers can now be completed in one chat as DBS upgrades its virtual assistants with agentic AI.

By Sean Mitchell • 4 min read • Last month
Australian customer service still leans on phone calls
Digital Transformation

Australian customer service still leans on phone calls

Longer waits and higher costs are weighing on Australian contact centres as most customer queries still arrive by phone, research shows.

By Sean Mitchell • 4 min read • Last month
Icana.AI CallCoach lifts Finance One compliance checks
Data Protection

Icana.AI CallCoach lifts Finance One compliance checks

Full-call analysis has lifted Finance One's compliance and coaching performance, after the lender reviewed more than 300,000 customer calls.

By Karen Joy Bacudo • 3 min read • Last month
NiCE expands RingCentral partnership with AI focus
Software-as-a-Service

NiCE expands RingCentral partnership with AI focus

The deal gives businesses a more integrated way to link employee communications with customer service, as NiCE adds RingCentral's RingEX to its portfolio.

By Mark Tarre • 3 min read • Last month