Call centre stories - Page 2

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.

Organisations using NiCE's AI-driven CXone Mpower platform report faster response times, better service quality, and improved staff efficiency across sectors.

Consilium Software has launched new AI-powered apps for Webex Contact Centre, enhancing quality management and voice automation across North America and Asia Pacific.

Customer Science unveils Knowledge Quest, an AI tool enhancing Australian contact centres with real-time, accurate information to boost efficiency and satisfaction.

CommScope and DvSum have teamed up to launch ServAssure NXT AI, a platform combining AI and analytics to boost network monitoring and customer service efficiency.

Datacentre220, Auckland's most connected data centre with 90 network partners, plans rapid national expansion to meet soaring demand for edge connectivity.

AI-powered tools are transforming contact centres by easing agents' workloads, boosting job satisfaction, and cutting staff churn in 2025.

One Nexus Group launches One Nexus DRIVE, aimed at improving dealership services and customer loyalty with its dual SaaS and Operations segments.

With exceptional CX now the norm, businesses are increasingly adopting Open CCaaS due to its focus on digital channels, support for AI innovation, and preference for best-of-breed applications.

BroadSource partners with Ribbon Communications to enhance SecureCall, a solution for secure telephonic credit card payments.

In a blend of lateral thinking and innovation, Palmerston North and Horizons Councils' adaptive call centre earned the 2011 Initiative of the Year award.