TelcoNews New Zealand - Telecommunications news for ICT decision-makers
New Zealand

Customer service Stories

Global Stories

Customer service stories

Boomi & Guru launch AI data partnership for agents
Digital Transformation

Boomi & Guru launch AI data partnership for agents

Businesses could get more reliable AI answers as verified knowledge is linked with live enterprise data across Boomi and Guru's platforms.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Simpro launches AI platform Lightning for field trades
Software-as-a-Service

Simpro launches AI platform Lightning for field trades

The rollout spans thousands of trade firms, promising quicker fixes and new AI tools to cut paperwork, disputes and admin costs.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Webidoo raises USD $25 million to fuel US expansion
Software-as-a-Service

Webidoo raises USD $25 million to fuel US expansion

The funding will help the Italian software group buy US businesses and deepen its reach among small firms already using multiple tools.

By Sean Mitchell • 4 min read • Last week
Sinch survey finds 74% of firms rolled back AI agents
Digital Transformation

Sinch survey finds 74% of firms rolled back AI agents

Governance and safety costs are now overtaking development as many firms struggle to keep live customer-facing AI agents reliable and compliant.

By Sean Mitchell • 4 min read • Last week
8x8 promotes Chris Angus to Vice President Sales EMEA
Unified Communications

8x8 promotes Chris Angus to Vice President Sales EMEA

The promotion comes as 8x8 tries to grow EMEA sales for its contact centre and customer experience software amid fierce sector competition.

By Sean Mitchell • 3 min read • Last week
Infobip study finds CX investment gap in global brands
Data Protection

Infobip study finds CX investment gap in global brands

Many global brands are failing to match CX spending with the systems needed for AI-led customer journeys, according to new research.

By Sean Mitchell • 4 min read • Last week
Australia & New Zealand brands lead APAC in agentic AI
Digital Transformation

Australia & New Zealand brands lead APAC in agentic AI

But data quality and integration are slowing deployment, as most brands in Australia and New Zealand remain unable to scale agentic AI.

By Sean Mitchell • 4 min read • Last week
AWS deepens SAP ties with new AI & migration tools
Manufacturing

AWS deepens SAP ties with new AI & migration tools

Customers could move SAP workloads to AWS in days rather than weeks, as new integrations aim to cut migration time and expand AI use.

By Sofiah Nichole Salivio • 4 min read • Last week
Boomi adds governance tools for enterprise AI agents
Data Protection

Boomi adds governance tools for enterprise AI agents

Businesses using multiple AI systems will get tighter controls as Boomi adds policy enforcement, monitoring and workflow orchestration tools.

By Joseph Gabriel Lagonsin • 5 min read • Last week
Quiq launches Voice AI & rebrand for customer service
Software-as-a-Service

Quiq launches Voice AI & rebrand for customer service

Businesses can now keep customer conversations seamless as Quiq adds live voice support and a new brand identity for its service platform.

By Sofiah Nichole Salivio • 4 min read • Last week
Crescendo appoints Will Newman as Vice President, EMEA
Customer Experience

Crescendo appoints Will Newman as Vice President, EMEA

The hire signals a fresh push to win corporate spending on AI customer service tools as Crescendo scales across Europe, the Middle East and Africa.

By Sofiah Nichole Salivio • 3 min read • Last week
Celonis acquires Ikigai Labs to boost enterprise AI
Digital Transformation

Celonis acquires Ikigai Labs to boost enterprise AI

The deal gives customers planning and forecasting tools meant to make AI agents more reliable across complex enterprise systems.

By Mark Tarre • 6 min read • Last week
Growth Catalyst Group names Maia Benson Chief Commercial Officer
Software-as-a-Service

Growth Catalyst Group names Maia Benson Chief Commercial Officer

The appointment aims to sharpen sales and customer strategy as the group expands across consulting, fulfilment and logistics operations.

By Joseph Gabriel Lagonsin • 5 min read • Last week

Stories from Other Regions

Customer service stories

Australian CEOs favour AI reskilling over job cuts
Digital Transformation

Australian CEOs favour AI reskilling over job cuts

Most Australian chief executives are using AI to reshape work and boost skills, with only one in five planning hiring cuts.

By Joseph Gabriel Lagonsin • 4 min read • Last week
LaGuardia Terminal B unveils AI hologram for travellers
Digital Transformation

LaGuardia Terminal B unveils AI hologram for travellers

Travellers at Terminal B can now ask a hologram for directions in English or Spanish, easing queues at LaGuardia's busy food hall.

By Sean Mitchell • 4 min read • Last week
Retailers prioritise cost control over staff experience
Digital Transformation

Retailers prioritise cost control over staff experience

Higher labour costs are pushing retailers to cut hiring and raise prices as employee experience slips down the agenda, WorkJam says.

By Sean Mitchell • 4 min read • Last week
Most UK firms still at early stage of AI deployment
Unified Communications

Most UK firms still at early stage of AI deployment

Only 16% of UK firms have fully deployed AI-powered digital workers, as cost, integration and compliance concerns slow wider rollout.

By Sean Mitchell • 4 min read • Last week
New Forest council picks Totalmobile for housing repairs
Software-as-a-Service

New Forest council picks Totalmobile for housing repairs

Tenants could see quicker updates and fewer delays as the council overhauls repair tracking and asset data across its housing stock.

By Sean Mitchell • 3 min read • Last week