Customer service stories - Page 7

ScreenCloud's Belfast team won three top awards at the Contact Centre Northern Ireland Awards, highlighting their excellence in customer service and leadership.

New survey finds 83% of UK customers prefer human agents for service, but 34% may switch to AI if it means lower prices, especially in London.

Ekco expands its UK footprint by acquiring Solsoft, a Bristol-based MSP, to enhance services for SMEs across multiple industries and grow its workforce.

Org Group has taken a minority stake in Irish start-up HappyPath Labs to expand its reach in AI-driven customer experience technology for contact centres.

Nearly three-quarters of UK and Ireland consumers now trust AI assistants, with 79% confident chatbots provide reliable help, says IBM study.

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.

TCS has completed the digital migration of over 3.8 million Scottish Widows life and pension policies onto its BaNCS platform, modernising customer service.

Joseph Joseph teams up with XPO Logistics for UK omnichannel fulfilment, boosting warehousing, distribution, and customer service from Rugby.

NiCE has honoured partners across APAC and EMEA for driving AI and automation excellence in customer service with its 2025 International Partner Awards.

Currys is fitting all staff in its 301 UK stores with VoCoVo headsets to combat rising shoplifting and improve communication and safety.

UK consumers remain sceptical about AI's ability to provide emotionally intelligent customer service, with only 55% believing it can recognise emotions.

Luxury Escapes and Cover Genius have broadened their partnership to launch a new 'Cancellation Protection' feature for travellers, offering 100% refunds.

Global forklift manufacturer Combilift has boosted efficiency and revenue following the implementation of Infor SyteLine, resulting in a 30% revenue increase.

Pegasystems has unveiled the latest Pega Smart Investigate Enterprise Edition, enhancing banks' capabilities in processing payment exceptions with AI automation.

Integrity360 has acquired Adsigo, a cyber security firm, aiming to enhance its presence in the DACH region and eventually exceed EUR 135 million in revenues.

Aldridge Security's operations have been revolutionised by Forterro's ERP and Warehouse Management Solution, Orderwise, boosting productivity and customer service.

Endava has expanded its partnership with Google Cloud to offer tailored AI, cloud modernisation, and app migration services across Australia, New Zealand, and Southeast Asia.

Zayo Group revolutionises the fibre network industry in Europe with the launch of 'Waves on Demand', enabling customers to activate bandwidth within five working days, significantly less than the industry standard of over 30 days.

SaaS giant Freshworks enlists Abe Smith, with his 25-year field sales experience from Zoom, Oracle, and Cisco, as Chief of Global Field Operations to spur its upmarket progression.

TCS has unveiled a 15-year technology partnership with Aviva to manage over 5.5 million life and pensions policies.