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Call centre Stories - Page 7

Australian Stories

Call centre stories

Qantas data breach exposes 5.7 million in third-party cyberattack
DevOps

Qantas data breach exposes 5.7 million in third-party cyberattack

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

By Shannon Williams • 4 min read • Fri, 11th Jul 2025
Gold Coast Health boosts patient care with UiPath automation
Digital Transformation

Gold Coast Health boosts patient care with UiPath automation

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

By Melania Watson • 3 min read • Mon, 7th Jul 2025

Global Stories

Call centre stories

Exclusive: AWS outlines agentic AI strategy for enterprises
Unified Communications

Exclusive: AWS outlines agentic AI strategy for enterprises

AWS is ramping up autonomous AI agents, chips and on-prem AI factories as it bets agentic systems will redefine everyday enterprise work.

By Melania Watson • 5 min read • Thu, 18th Dec 2025
Retailers hit by 'Christmas Returns Hangover' surge
Unified Communications

Retailers hit by 'Christmas Returns Hangover' surge

Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.

By Sean Mitchell • 4 min read • Wed, 17th Dec 2025
UiPath & Talkdesk unite agentic AI for healthcare CX
Unified Communications

UiPath & Talkdesk unite agentic AI for healthcare CX

UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.

By Catherine Knowles • 4 min read • Thu, 11th Dec 2025
Contact centre agent burnout costs top AUD $20 million yearly
Unified Communications

Contact centre agent burnout costs top AUD $20 million yearly

Contact centre agent burnout costs Australian firms over AUD $20 million annually, driven by high turnover and costly operational challenges.

By Sean Mitchell • 3 min read • Fri, 21st Nov 2025
TechJutsu launches OrgVerify for B2B phone call verification
Federal Trade Commission

TechJutsu launches OrgVerify for B2B phone call verification

TechJutsu has launched OrgVerify, a platform that helps firms authenticate outbound calls to combat rising phone fraud and protect customer trust.

By Jake MacAndrew • 3 min read • Thu, 20th Nov 2025
AI-driven platforms drive efficiency & service quality gains
Unified Communications

AI-driven platforms drive efficiency & service quality gains

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

By Sean Mitchell • 4 min read • Tue, 7th Oct 2025
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
AI boosts UK dental practice revenues by GBP £9 million & cuts missed calls
Customer Relationship Management

AI boosts UK dental practice revenues by GBP £9 million & cuts missed calls

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

By Catherine Knowles • 4 min read • Thu, 25th 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
NTT DATA, Mistral AI partner on AI for regulated sectors
Private Cloud

NTT DATA, Mistral AI partner on AI for regulated sectors

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.

By Jed Nykolle Harme • 4 min read • Tue, 29th Jul 2025
CommScope, DvSum launch AI platform to boost network analytics
Data Analytics

CommScope, DvSum launch AI platform to boost network analytics

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.

By Jed Nykolle Harme • 3 min read • Wed, 23rd Jul 2025
How to turn the contact centre grind into interesting and rewarding work for your agents in 2025
Unified Communications

How to turn the contact centre grind into interesting and rewarding work for your agents in 2025

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

By Ian de Sousa and Paul Rilstone • 4 min read • Wed, 7th May 2025

Stories from Other Regions

Call centre stories

Financial firms turn to autonomous AI to boost growth & efficiency
Fintech

Financial firms turn to autonomous AI to boost growth & efficiency

Financial firms are deploying autonomous AI to fully automate routine tasks, boosting operational efficiency and focusing human effort on growth-driving work.

By Melvin Hipolito • 3 min read • Fri, 21st Nov 2025
UK public sector hotlines surpass banks for caller frustration
Unified Communications

UK public sector hotlines surpass banks for caller frustration

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.

By Catherine Knowles • 4 min read • Fri, 25th Jul 2025
Exclusive: New Zealand's most connected data centre eyes rapid growth
Edge Computing

Exclusive: New Zealand's most connected data centre eyes rapid growth

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

By Melania Watson • 5 min read • Mon, 23rd Jun 2025