Call centre stories
IT leaders overhaul RFPs for global cloud voice, prioritizing outcomes, reach, expertise and control in a Microsoft Teams-first world.
CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.
Okta warns new real-time vishing kits can hijack browser sessions during calls, tricking users into defeating non‑phishing‑resistant MFA.
ServiceNow expands its OpenAI partnership to make frontier models and voice-first AI core to enterprise workflows and automation at scale.
European banks expect AI to shrink staff only slightly, with most projected job losses coming through routine attrition, not mass cuts.
Elyos AI raises USD $13m to grow its AI agents that answer calls, book jobs and automate admin for trades and field service firms.
Five9 and Google Cloud unveil a joint AI-powered CX platform, unifying contact centre workflows and customer data across all channels.
Babeltext debuts MC-ML-AI, a standard to turn multilingual, multichannel customer chats into completed bookings, transactions and cases.
RingQ and Snom have sealed a global cloud telephony partnership to streamline IP phone provisioning and unified communications for businesses.
AI-driven hackers are tipped to ramp up attacks on critical infrastructure and governments by 2026, exploiting ageing industrial systems.
AWS is ramping up autonomous AI agents, chips and on-prem AI factories as it bets agentic systems will redefine everyday enterprise work.
Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.
UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.
Contact centre agent burnout costs Australian firms over AUD $20 million annually, driven by high turnover and costly operational challenges.
Australia's Defence Department renews Kinetic IT deal, expanding ICT service desk and switchboard support to a national base contact centre.
GoTo adds AI Receptionist, deeper Tekion links and real-time reporting to its automotive platform to cut missed calls and speed service.
iwGROUP appoints telecoms veteran John Horsman as Account Director to spearhead iwCONNECT, its integrated telecoms and technology division.
University of Nottingham Malaysia debuts NOVA AI assistant to give round-the-clock course and admissions guidance to global applicants.
Tollring wins Microsoft nod for Analytics 365, joining a select group of Teams compliance recording providers with certified AI tools.
Financial firms are deploying autonomous AI to fully automate routine tasks, boosting operational efficiency and focusing human effort on growth-driving work.
