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Consilium expands AI apps for Webex Contact Centre worldwide
Unified Communications

Consilium expands AI apps for Webex Contact Centre worldwide

Consilium Software has launched new AI-powered apps for Webex Contact Centre, enhancing quality management and voice automation across North America and Asia Pacific.

By Melvin Hipolito • 3 min read • Tue, 30th Sep 2025
NiCE names Jeff Comstock as President to drive CX innovation
Software-as-a-Service

NiCE names Jeff Comstock as President to drive CX innovation

NiCE has appointed Jeff Comstock, former Microsoft VP, as President to lead innovation and expand AI-driven customer experience from October 2025.

By Melvin Hipolito • 3 min read • Mon, 29th Sep 2025
Australian mid caps risk falling behind as large firms lead in AI
Open source

Australian mid caps risk falling behind as large firms lead in AI

Only 27% of ASX 200 firms reported AI use in 2025, lagging behind US and UK; large caps lead while mid caps risk falling behind in adoption.

By Shannon Williams • 4 min read • Thu, 25th Sep 2025
Safe Software launches 24/7 global support for FME platform users
Data Analytics

Safe Software launches 24/7 global support for FME platform users

Safe Software now offers 24/7 global support for FME platform users, ensuring expert help anytime to minimise downtime and maintain business continuity worldwide.

By Jed Nykolle Harme • 3 min read • Thu, 25th Sep 2025
TP-Link appoints Ben Allcock to lead UK & Ireland B2B growth
Partner Programmes

TP-Link appoints Ben Allcock to lead UK & Ireland B2B growth

TP-Link has named Ben Allcock Vice President - B2B for UK and Ireland to drive growth and lead its largest European B2B team focused on SMEs.

By Jed Nykolle Harme • 3 min read • Thu, 25th Sep 2025
Behind the bots: Rebuilding agent trust in the age of AI
Customer Experience

Behind the bots: Rebuilding agent trust in the age of AI

Contact centres in Australia and New Zealand embrace AI for efficiency but face challenges in rebuilding trust and support for human agents amid rising job anxieties.

By Richard Lundgren • 4 min read • Tue, 23rd Sep 2025
Cloudflare to offer 1,111 global internships & expand student support
Network Infrastructure

Cloudflare to offer 1,111 global internships & expand student support

Cloudflare will recruit 1,111 interns globally in 2026, expanding its programme to support students with hands-on tech experience and mentorship worldwide.

By Sean Mitchell • 3 min read • Tue, 23rd Sep 2025
Cloudflare to recruit interns in 2026 & boost student support
Artificial Intelligence

Cloudflare to recruit interns in 2026 & boost student support

Cloudflare will hire 1,111 interns worldwide in 2026, vastly expanding its programme and offering US students free access to its developer platform for a year.

By Jed Nykolle Harme • 4 min read • Tue, 23rd Sep 2025
How retailers can nail peak season success in 2025
Customer Experience

How retailers can nail peak season success in 2025

Retailers must embrace technology and end-to-end planning to meet soaring consumer demands and excel in the 2025 peak shopping season.

By Jamie Cairns • 5 min read • Mon, 22nd Sep 2025
Customer Science launches AI tool to boost contact centre accuracy
Unified Communications

Customer Science launches AI tool to boost contact centre accuracy

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

By Melvin Hipolito • 3 min read • Mon, 22nd Sep 2025
Banks accelerate shift from AI research to practical deployment
Fintech

Banks accelerate shift from AI research to practical deployment

Banks have accelerated the shift from AI research to practical tools, with top institutions rapidly deploying innovations in trading, fraud prevention, and customer service.

By Catherine Knowles • 4 min read • Fri, 19th Sep 2025

Stories from Other Regions

Customer service stories

Regulations & AI reshape customer experience in Australia
Digital Transformation

Regulations & AI reshape customer experience in Australia

Recent APRA rules and rising outages have pushed Australian firms to prioritise reliable, AI-driven customer experiences over mere interface design.

By Kaleah Salmon • 4 min read • Thu, 25th Sep 2025
CoopVoce partners with BICS for global voice services & security
Customer Experience

CoopVoce partners with BICS for global voice services & security

CoopVoce partners with BICS to manage and secure its international voice traffic, enhancing service quality and fraud protection for 2.3 million Italian customers.

By Kaleah Salmon • 3 min read • Wed, 24th Sep 2025
Beyond automation: How AI is creating space for more human conversations in personal insurance advice
Data Privacy

Beyond automation: How AI is creating space for more human conversations in personal insurance advice

AI is easing administrative tasks in personal insurance advice, allowing advisers more time for human conversations during clients' toughest moments.

By Chris Matlock • 4 min read • Tue, 23rd Sep 2025
How AI can help you cut staff churn in the contact centre in 2026
Unified Communications

How AI can help you cut staff churn in the contact centre in 2026

AI can help slash contact centre staff turnover in 2026 by boosting agent engagement, cutting routine tasks, and enhancing job satisfaction with smart tools.

By Todd Gorsuch • 4 min read • Mon, 22nd Sep 2025
Australian businesses use AI to halve call centre waiting times
Customer Experience

Australian businesses use AI to halve call centre waiting times

Australian businesses are leveraging AI technology to halve call centre waiting times, boosting customer service and employee satisfaction across the sector.

By Shannon Williams • 3 min read • Sun, 21st Sep 2025
Regulated firms warned to leverage tech or risk falling behind
Unified Communications

Regulated firms warned to leverage tech or risk falling behind

UK regulated firms urged to embrace technology for compliance, or risk falling behind as stricter rules and customer expectations reshape industries.

By Shannon Williams • 3 min read • Sun, 21st Sep 2025