Call centre stories
RingCentral debuts AIR Pro voice-first AI agents with no-code tools, aiming to move enterprises beyond basic IVR to scalable automation.
Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.
1Kosmos adds embedded identity checks to ServiceNow AI workflows to curb social engineering in high-risk service desk interactions.
MaxContact Australia rebrands as Kaizn, expanding into independent CX and contact centre advisory across Australia and New Zealand.
Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.
Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.
Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.
RingCentral integrates OpenAI's GPT-5.2 to power live AI voice calls, launching new assistants to support customers and employees in real time.
MaxContact Australia has rebranded as Kaizn, shifting focus to independent CX and contact centre advisory across Australia and New Zealand.
MYOB links its CX platform with Customer Science analytics, automating reporting and lifting contact centre satisfaction and resolution rates.
Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.
Newo raises USD $25m to grow AI voice agents that answer calls for small businesses, after revenue doubled late 2025 amid rising demand.
Australian firms boost AI spending for customer experience, but skills, data gaps and staff concerns show ambitions outpacing readiness.
UK contact centres keep KPIs steady, but MaxContact warns a growing perception gap as frustrated customers switch providers in droves.
EE has opened a new experiential flagship on Oxford Street as part of a GBP £3 million push to expand hands-on tech stores nationwide.
Chaty links its AI voice receptionist to ROLLER, letting attractions take bookings, payments and manage calls automatically around the clock.
ConvoZen launches a unified multilingual AI voice stack for India, debuting Akshara and Ragini speech models tuned to real call-centre audio.
Agora and FPT join forces to deliver AI-powered voice, video and messaging for Southeast Asia's banks amid stricter digital regulations.
8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.
Ramco launches Chia, a no-code conversational AI agent to orchestrate complex, multi-step service workflows across enterprise systems.
