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Customer Support stories

Glean launches Tau to cut enterprise AI token costs
Software-as-a-Service

Glean launches Tau to cut enterprise AI token costs

Businesses could slash AI spending as Glean says its desktop workspace used 81% fewer tokens than Claude Cowork in tests.

By Mark Tarre • 5 min read • Last month
Talkdesk report says AI adoption outpaces business gains
Digital Transformation

Talkdesk report says AI adoption outpaces business gains

Despite near-universal deployment, most firms cannot prove AI is lifting service results, with only 5% able to measure business impact.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Intelligent flexible Payments: A new approach to reducing preventable debt
Fintech

Intelligent flexible Payments: A new approach to reducing preventable debt

Households could benefit from payment plans that match irregular incomes, as energy suppliers seek to curb rising arrears and debt.

By Graham Scanlon • 5 min read • Last month
Spinnaker names Rex Young as Chief Information Officer
Software-as-a-Service

Spinnaker names Rex Young as Chief Information Officer

The hire underscores Spinnaker's push to scale global support and AI tools as demand rises for alternatives to vendor-led software services.

By Mark Tarre • 3 min read • Last month
Rimini Street offers AI magic without the forced ERP migration
Digital Transformation

Rimini Street offers AI magic without the forced ERP migration

CIOs can keep existing ERP systems and still adopt agentic AI, as Rimini Street pitches a cheaper path away from vendor-led migrations.

By Sean Mitchell • 6 min read • Last month
Meijmat buys first Grove five-axle crane for fleet
Fleet Management

Meijmat buys first Grove five-axle crane for fleet

Fleet modernisation at the Dutch rental firm is set to broaden lifting options, with a new five-axle crane for crawler and construction work.

By Sofiah Nichole Salivio • 3 min read • Last month

Stories from Other Regions

Customer Support stories

Australian employers lose work amid staffing shortages
Digital Transformation

Australian employers lose work amid staffing shortages

More than a third of Australian employers have lost customers or cut service quality as hiring gaps force them to turn work away.

By Sean Mitchell • 5 min read • This month
Safeguarding, not victim-blaming: why fraud prevention needs a fundamental mindset shift
Data Protection

Safeguarding, not victim-blaming: why fraud prevention needs a fundamental mindset shift

Victims are being left to fend for themselves as fraud becomes industrialised, with many still blaming themselves after scams.

By Alice Taylor • 3 min read • This month
Digital Island, RingCentral bring agentic voice AI to NZ
Unified Communications

Digital Island, RingCentral bring agentic voice AI to NZ

New Zealand businesses can now access RingCentral's agentic voice AI through Digital Island, easing deployment and support for local customers.

By Sean Mitchell • 4 min read • This month
Sinch partners Coderra on AI messaging for Australia
Software-as-a-Service

Sinch partners Coderra on AI messaging for Australia

Australian retailers will gain automated chat support as the tie-up combines AI agents with Sinch's messaging network across multiple digital channels.

By Sean Mitchell • 3 min read • Last month
Constructor wins trio of Stevie Gold awards for eCommerce
Digital Transformation

Constructor wins trio of Stevie Gold awards for eCommerce

Recognition for its AI shopping tools highlights growing retailer demand for tech that lifts conversion, revenue and customer satisfaction.

By Sofiah Nichole Salivio • 5 min read • Last month
Activ8me offers two months free internet for regions
National Broadband Network

Activ8me offers two months free internet for regions

Regional households could save up to AUD $170 as a limited-time deal cuts the first six months of eligible broadband bills.

By Joseph Gabriel Lagonsin • 3 min read • Last month
10ZiG and Leostream team up after the HP Anyware exit
Manufacturing

10ZiG and Leostream team up after the HP Anyware exit

Organisations exiting HP Anyware can now migrate with fewer hardware changes, as 10ZiG and Leostream offer a vendor-neutral alternative.

By Sofiah Nichole Salivio • 4 min read • Last month
Crescendo launches AI-native customer experience platform
Software-as-a-Service

Crescendo launches AI-native customer experience platform

Businesses may cut CX stack costs by more than 60% as Crescendo bundles AI agents, ticketing and workforce tools into one platform.

By Joseph Gabriel Lagonsin • 4 min read • Last month
AI adoption rises as Australian firms mine contact data
Data Analytics

AI adoption rises as Australian firms mine contact data

Businesses can uncover hidden service failures and improve customer loyalty by analysing contact centre interactions at scale with AI.

By Phong Bui • 4 min read • Last month
HM Land Registry picks Route 101 for cloud contact centre
Software-as-a-Service

HM Land Registry picks Route 101 for cloud contact centre

Around 660 staff across five sites will move to a single UK-hosted platform as HM Land Registry seeks faster, more secure support.

By Sean Mitchell • 4 min read • Last month
NatWest launches Be My Eyes pilot for blind customers
Data Protection

NatWest launches Be My Eyes pilot for blind customers

Blind and low-vision customers will be able to complete routine banking tasks by video call without visiting a branch, as NatWest tests the service.

By Karen Joy Bacudo • 3 min read • Last month