Call centre stories

Organisations using NiCE's AI-driven CXone Mpower platform report faster response times, better service quality, and improved staff efficiency across sectors.

AI receptionist boosts revenues by GBP £9 million and cuts missed calls across 65 UK dental practices, improving patient access and staff efficiency.

Customer Science unveils Knowledge Quest, an AI tool enhancing Australian contact centres with real-time, accurate information to boost efficiency and satisfaction.

Asset management leaders from Australia and Asia Pacific reveal AI’s role in transforming maintenance, forecasting, rostering and safety across industries.

NTT DATA and Mistral AI team up to develop private AI ecosystems for regulated sectors across Europe and Asia-Pacific, focusing on data privacy and ethical deployment.

UK public sector hotlines now cause more caller frustration over hold times than banks, with healthcare and government services topping the list, says new survey.

CommScope and DvSum have teamed up to launch ServAssure NXT AI, a platform combining AI and analytics to boost network monitoring and customer service efficiency.

Qantas has revealed a cyberattack on a third-party call centre, exposing personal data of 5.7 million customers and raising serious security concerns.

Gold Coast Health has adopted UiPath automation to streamline patient referrals and reduce administrative tasks, enhancing care and staff efficiency in Queensland.

Datacentre220, Auckland's most connected data centre with 90 network partners, plans rapid national expansion to meet soaring demand for edge connectivity.

AI-powered tools are transforming contact centres by easing agents' workloads, boosting job satisfaction, and cutting staff churn in 2025.

Telstra celebrates 80 years supporting the Good Friday Appeal, helping raise over AUD $1 million via technology during this year’s telethon for The Royal Children's Hospital.

The contact centre industry is poised for transformation in 2025, with a predicted rise in demand for human interaction as consumer preferences shift.

One Nexus Group launches One Nexus DRIVE, aimed at improving dealership services and customer loyalty with its dual SaaS and Operations segments.

Indosat Ooredoo Hutchison and Google Cloud are deepening their partnership to transform Indosat into an AI-driven tech enterprise, enhancing service for over 100 million customers.

With exceptional CX now the norm, businesses are increasingly adopting Open CCaaS due to its focus on digital channels, support for AI innovation, and preference for best-of-breed applications.

Enhancing digital interaction, including live chat and advanced voice solutions, can bolster customer loyalty and operational efficiency for Australian businesses.

BroadSource partners with Ribbon Communications to enhance SecureCall, a solution for secure telephonic credit card payments.

The tour operator can now automatically resolve simple queries through bots while prioritising more challenging queries.

In a blend of lateral thinking and innovation, Palmerston North and Horizons Councils’ adaptive call centre earned the 2011 Initiative of the Year award.