New Zealanders waited more than two and a half millennia on hold last year according to the latest annual Customer Experience Intelligence Report by ServiceNow. Some contact centers, however, were answering in under 20 seconds. In 2023, New Zealanders collectively spent over 22 million hours on hold with contact centers. That’s not just a statistic, […]
Over the past decade, outsourcing to offshore contact centers became a cost-driven default for many New Zealand companies. But the tide is shifting. A growing number of Kiwi organisations, both public and private, are turning to domestic contact center partners. Why? Because local means more than geography, it means trust, adaptability, and delivering a better […]
During ex-cyclone Tam, Telnet used Tulip AI to handle 33% of customer calls for major NZ power companies like Vector—reducing wait times, scaling support instantly, and ensuring reliable service during a record-breaking storm.
