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Call centre stories

HMRC picks Capgemini, NiCE & Route 101 for overhaul
Digital Transformation

HMRC picks Capgemini, NiCE & Route 101 for overhaul

Millions of taxpayers should see faster, more consistent support as HMRC moves contact services onto a single cloud platform with AI tools.

By Karen Joy Bacudo • 4 min read • 2 days ago
Most UK firms still at early stage of AI deployment
Unified Communications

Most UK firms still at early stage of AI deployment

Only 16% of UK firms have fully deployed AI-powered digital workers, as cost, integration and compliance concerns slow wider rollout.

By Sean Mitchell • 4 min read • Last month

Global Stories

Call centre stories

Tollring & Amity win awards for specialist AI tools
Customer Experience

Tollring & Amity win awards for specialist AI tools

The twin wins underline growing demand for sector-specific AI tools that analyse customer calls and automate day-to-day decisions.

By Sean Mitchell • 4 min read • 4 days ago
Talkdesk launches proactive AI agents for retail, finance
Digital Transformation

Talkdesk launches proactive AI agents for retail, finance

Retailers and lenders could recover lost sales and automate compliance-heavy outreach as Talkdesk expands AI beyond inbound service tasks.

By Karen Joy Bacudo • 3 min read • Last week
GoTo launches unified AI customer experience platform
Unified Communications

GoTo launches unified AI customer experience platform

Small businesses could cut support complexity as the new system links calls, chat and AI tools in one place, helping staff manage customers faster.

By Joseph Gabriel Lagonsin • 3 min read • Last week
CypherLoc scam kit drives millions of browser attacks
Endpoint Protection

CypherLoc scam kit drives millions of browser attacks

Browser-based fraud is scaling fast, with Barracuda saying CypherLoc has driven about 2.8 million attacks since the start of 2026.

By Sean Mitchell • 3 min read • Last month
Druid AI report finds AI agent use concentrated in key tasks
Digital Transformation

Druid AI report finds AI agent use concentrated in key tasks

Production data from hundreds of enterprise customers shows AI agents are handling only a few high-volume workflows, reshaping deployment priorities.

By Sofiah Nichole Salivio • 3 min read • Last month
Zendesk launches AI-driven autonomous service workforce
Digital Transformation

Zendesk launches AI-driven autonomous service workforce

Businesses may see faster resolutions as Zendesk ties charges to verified outcomes and expands AI agents across service channels.

By Joseph Gabriel Lagonsin • 5 min read • Last month
Infobip named Gartner CPaaS leader in 2026 ranking
Software-as-a-Service

Infobip named Gartner CPaaS leader in 2026 ranking

The ranking strengthens Infobip's position with enterprise buyers as CPaaS vendors compete to bundle messaging, voice and AI tools.

By Sean Mitchell • 3 min read • Last month
Snom launches A350D Bluetooth headset for work calls
Unified Communications

Snom launches A350D Bluetooth headset for work calls

Workers in noisy offices will get clearer calls from a binaural headset built for speech, with noise reduction and multipoint Bluetooth.

By Sofiah Nichole Salivio • 3 min read • Last month
Tower cuts call times with Amazon Connect AI pilot
Digital Transformation

Tower cuts call times with Amazon Connect AI pilot

Customers now spend 796,000 fewer minutes on calls with the insurer after AI transcription cut handling times across sales, service and claims.

By Joseph Gabriel Lagonsin • 3 min read • Last month
Quiq launches Voice AI & rebrand for customer service
Software-as-a-Service

Quiq launches Voice AI & rebrand for customer service

Businesses can now keep customer conversations seamless as Quiq adds live voice support and a new brand identity for its service platform.

By Sofiah Nichole Salivio • 4 min read • Last month
Vapi raises USD $50 million as calls pass 1 billion
Digital Transformation

Vapi raises USD $50 million as calls pass 1 billion

The funding will help Vapi scale its voice AI platform as enterprise demand surges and more than 1 billion calls flow through its agents.

By Sofiah Nichole Salivio • 4 min read • Last month
iCXeed wins AWS Advanced Tier status in Asia Pacific
Data Analytics

iCXeed wins AWS Advanced Tier status in Asia Pacific

The upgrade should help the Australian consultancy win larger contact centre deals as enterprises demand proven AWS expertise and delivery scale.

By Mark Tarre • 4 min read • Last month
RingCentral expands AI receptionist to SMS & WhatsApp
Unified Communications

RingCentral expands AI receptionist to SMS & WhatsApp

The update could help smaller firms handle more customer enquiries without adding staff, as RingCentral adds SMS, WhatsApp and queue support.

By Sofiah Nichole Salivio • 4 min read • Last month

Stories from Other Regions

Call centre stories

MUFG wins ElectricSuper admin deal worth AUD $1.8bn
Contact Centre

MUFG wins ElectricSuper admin deal worth AUD $1.8bn

The transfer will shift core member services for about 3,300 ElectricSuper members as the fund moves to a new administrator this year.

By Mark Tarre • 4 min read • Last month
NAB redesigns app & online banking for retail customers
Digital Transformation

NAB redesigns app & online banking for retail customers

Customers will spend less time hunting for bills and security settings as the bank rolls out a simpler mobile and online layout.

By Karen Joy Bacudo • 3 min read • Last month