Call centre stories
Gamma is urging organisations to treat missed calls and long queues as symptoms of deeper CX flaws in systems, processes and culture.
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.
Accel and Google's AI Futures Fund have picked five startups for the 2026 Atoms AI Cohort, each offered up to USD $2 million and compute.
AI tops CX investment plans, but few brands yet deploy proactive, predictive tools across channels, leaving omnichannel ambitions stalled.
LINE Plus launches ActEngine AI, an agent platform automating merchant support and sales, after big gains at Thailand's LINE MAN Wongnai.
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.
