Customer service Stories - Page 12

Global Stories

Customer service stories

AI projects stall as testing lags behind deployment

More than half of organisations have shipped AI tools, but quality problems and weak testing are leaving many projects stranded before production.

By Catherine Knowles • 4 min read • Thu, 16th Apr 2026

Hybrid Cloud

Colt completes SAP cloud ERP migration across 40 countries

Downtime on Colt's switchover was cut to 6.5 hours, helping the telecoms group reduce disruption across operations in 40 countries.

By Sean Mitchell • 3 min read • Thu, 16th Apr 2026

Software-as-a-Service

Aryza acquires Umbrella Tech in AI collections push

The deal gives lenders round-the-clock voice automation in more than 100 languages, aiming to cut costs and improve compliance in collections.

By Karen Joy Bacudo • 3 min read • Thu, 16th Apr 2026

Unified Communications

Scotiabank launches Scotia Intelligence for bank-wide AI

The bank says the new framework is already routing 90 per cent of commercial emails and cutting manual work by 70 per cent.

By Karen Joy Bacudo • 4 min read • Thu, 16th Apr 2026

Unified Communications

Tollring unveils AI tools for customer conversation analysis

Businesses can now review every call for compliance and service issues as Tollring adds AI tools that analyse customer conversations at scale.

By Joseph Gabriel Lagonsin • 3 min read • Wed, 15th Apr 2026

Software-as-a-Service

8x8 launches AI Studio for customer experience agents

Businesses can now build AI agents without specialist developers, as 8x8 rolls out early access to its Studio on the customer experience platform.

By Catherine Knowles • 4 min read • Wed, 15th Apr 2026

Virtualisation

StorMagic posts 36% growth as VMware rivals gain ground

Customers seeking VMware alternatives helped drive StorMagic’s annual recurring revenue up 36% as rising hardware costs boosted demand for its software.

By Karen Joy Bacudo • 4 min read • Wed, 15th Apr 2026

Data Analytics

akto named Boomi Platinum Partner in AI readiness push

Businesses chasing AI gains are turning to data and integration upgrades, as akto gains higher Boomi backing to support that shift.

By Catherine Knowles • 4 min read • Wed, 15th Apr 2026

Data Protection

Peacock Bros RFID cuts box retrieval to one worker

A records search that once needed two workers and a forklift can now be done by one, easing retrieval across millions of stored boxes.

By Mark Tarre • 4 min read • Wed, 15th Apr 2026

Unified Communications

Infobip launches AgentOS platform, targets agentic AI shift

The new system aims to help businesses turn stalled generative AI pilots into measurable returns by unifying customer data and oversight.

By Sean Mitchell • 3 min read • Tue, 14th Apr 2026

Data Analytics

Qlik partners ServiceNow to embed analytics in workflows

The tie-up should help enterprises make workflow decisions with governed data from more systems, not just ServiceNow itself.

By Sean Mitchell • 4 min read • Tue, 14th Apr 2026

Network Infrastructure

Westpac NZ launches Microsoft AI contact centre platform

The bank says the AI system will cut call handling times and wait times by surfacing customer details instantly for staff.

By Joseph Gabriel Lagonsin • 4 min read • Tue, 14th Apr 2026

Risk & Compliance

Kiwis turn to travel agents amid Middle East disruption

Uncertainty over Middle East routes is pushing more New Zealanders to travel agents, with 82% now avoiding the region, TAANZ says.

By Joseph Gabriel Lagonsin • 5 min read • Mon, 13th Apr 2026

Software-as-a-Service

8x8 wins Gold for Engage at New York design awards

Customer-facing staff may handle chats and calls more easily after 8x8 Engage won Gold at the NY Product Design Awards.

By Sean Mitchell • 3 min read • Sat, 11th Apr 2026

Stories from Other Regions

Customer service stories

Digital Transformation

POWWR names Martin Eade as Chief Operating Officer

The reshuffle is meant to tighten service delivery as the Manchester-based energy software provider brings customer success and compliance under one executive.

By Mark Tarre • 3 min read • Thu, 16th Apr 2026