Call centre stories
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.
AI-powered fraud rings industrialise online romance scams, fuelling USD $5.7 billion in losses and ushering in a 'dark age' for victims.
Melissa's global phone verification delivers real-time accuracy, fraud protection and compliance, turning unreliable phone data into growth.
Oracle launches an AI agent platform for retail banks, blending autonomous agents and human oversight to automate and personalise services.
Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.
Australian firms are using connected graphs to uncover hidden churn risks, predicting departures earlier and sharpening loyalty strategies.
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.
After losing his job, David Owasi grew OutreachGenius into an AI call-handler for trades - and now has his sights set on space technology.
Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.
TELUS and RingCentral will infuse Business Connect with AI assistants, receptionists and insights tools, rolling out to users in early 2026.
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.
