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Empowered contact centre agents crucial for driving CX success
Unified Communications

Empowered contact centre agents crucial for driving CX success

As customer expectations rise, NICE's Rod Lester emphasises the critical role of agent empowerment in contact centres, driven by AI tools for enhanced service.

By Melania Watson • 4 min read • Wed, 9th Apr 2025
VistaPrint report: Australian SMBs face 2025 challenges
Customer Experience

VistaPrint report: Australian SMBs face 2025 challenges

VistaPrint's 2025 SMB Report reveals that while over 65% of Australian small businesses face economic challenges, half remain optimistic for the future.

By Shannon Williams • 3 min read • Thu, 3rd Apr 2025
Alcatel-Lucent Enterprise unveils new AI chatbot ALIE
Generative AI

Alcatel-Lucent Enterprise unveils new AI chatbot ALIE

Alcatel-Lucent Enterprise has unveiled ALIE, a generative AI chatbot designed to boost efficiency for channel partners and employees, significantly reducing support calls by 50%.

By Sean Mitchell • 2 min read • Thu, 3rd Apr 2025
Prvidr opens new office in Townsville for tech expansion
Software-as-a-Service

Prvidr opens new office in Townsville for tech expansion

Prvidr has opened a new office in Townsville to better serve its expanding clientele across Queensland, boosting technology job opportunities in the region.

By Melania Watson • 2 min read • Wed, 2nd Apr 2025
CDNs are central to enhancing the delivery of AI-augmented customer experiences
Edge Computing

CDNs are central to enhancing the delivery of AI-augmented customer experiences

As generative AI reshapes customer interactions, experts urge reliance on edge infrastructure and CDNs to ensure seamless, low-latency user experiences.

By Stephen Gillies • 5 min read • Mon, 31st Mar 2025
Talkdesk launches AI-driven tool to enhance knowledge bases
Generative AI

Talkdesk launches AI-driven tool to enhance knowledge bases

Talkdesk has launched its Knowledge Creator feature, leveraging generative AI to transform customer service knowledge bases and improve agent support.

By Catherine Knowles • 2 min read • Fri, 28th Mar 2025
Alibaba Cloud unveils Qwen2.5-Omni-7B multimodal AI model
Artificial Intelligence

Alibaba Cloud unveils Qwen2.5-Omni-7B multimodal AI model

Alibaba Cloud has unveiled the Qwen2.5-Omni-7B, a new multimodal AI model capable of processing various media types in real time, aimed at enhancing edge devices.

By Sean Mitchell • 2 min read • Fri, 28th Mar 2025
Contact centres face challenges with AI in customer care
Unified Communications

Contact centres face challenges with AI in customer care

A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.

By Sean Mitchell • 3 min read • Wed, 26th Mar 2025
Lenovo unveils AI solution with NVIDIA to boost efficiency
Artificial Intelligence

Lenovo unveils AI solution with NVIDIA to boost efficiency

Lenovo has launched the Hybrid AI Advantage with NVIDIA, aiming to enhance enterprise productivity and streamline AI integration across various business operations.

By Sean Mitchell • 3 min read • Tue, 25th Mar 2025
Myriad360 earns spot on 2025 Tech Elite 250 list by CRN
Firewalls

Myriad360 earns spot on 2025 Tech Elite 250 list by CRN

Myriad360 has made it onto CRN's 2025 Tech Elite 250 list, recognising its outstanding technical expertise and customer impact in IT solutions.

By Catherine Knowles • 2 min read • Fri, 21st Mar 2025
NICE unveils CXone Mpower Orchestrator for service AI
Unified Communications

NICE unveils CXone Mpower Orchestrator for service AI

NICE has launched CXone Mpower Orchestrator, claiming it as the first solution for complete end-to-end automation in customer service via a single AI platform.

By Sean Mitchell • 2 min read • Wed, 19th Mar 2025
Kore.ai unveils agent platform for scalable enterprise AI
AI Agents

Kore.ai unveils agent platform for scalable enterprise AI

Kore.ai has launched its Agent Platform, a cutting-edge infrastructure aimed at enabling businesses to develop and manage autonomous AI applications at scale.

By Melania Watson • 3 min read • Tue, 18th Mar 2025

Stories from Other Regions

Singaporeans spend 40m hours on hold, report reveals
Unified Communications

Singaporeans spend 40m hours on hold, report reveals

Singaporeans have spent a staggering 40 million hours on hold for customer service, as revealed by a ServiceNow report highlighting ongoing service challenges.

By Shannon Williams • 3 min read • Fri, 28th Mar 2025
N-able expands partnership with Rewst for optimised IT tasks
Data Protection

N-able expands partnership with Rewst for optimised IT tasks

N-able has expanded its Technology Alliance Program, teaming up with Rewst to automate tasks and enhance operational efficiency for IT providers.

By Catherine Knowles • 3 min read • Fri, 21st Mar 2025
Nib partners with AWS to enhance AI-driven services
Digital Transformation

Nib partners with AWS to enhance AI-driven services

nib Group has appointed Amazon Web Services as its cloud provider for generative AI, enhancing operations and customer service through AI innovations.

By Kaleah Salmon • 3 min read • Fri, 21st Mar 2025
Abel Labels boosts digital printing with new UV inkjet press
Customer service

Abel Labels boosts digital printing with new UV inkjet press

Jet Technologies has bolstered Abel Labels in Tasmania with a Screen Truepress L350UV inkjet press, enhancing digital printing and efficiency.

By Sean Mitchell • 2 min read • Thu, 20th Mar 2025
AliExpress celebrates 15 years with UK market focus
Supply Chain

AliExpress celebrates 15 years with UK market focus

AliExpress marks its 15th anniversary this month by reinforcing its commitment to the UK market with improved logistics and customer service, celebrating with a major sale.

By Melania Watson • 3 min read • Wed, 19th Mar 2025
AI expected to revolutionise Singapore financial services
Customer Experience

AI expected to revolutionise Singapore financial services

A new Salesforce report reveals 60% of Singaporean consumers expect greater AI integration in financial services, with millennials leading the optimism.

By Sean Mitchell • 3 min read • Wed, 19th Mar 2025