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Zendesk contact centre voice passes 100 contact centers customers
Software-as-a-Service

Zendesk contact centre voice passes 100 contact centers customers

High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.

By Sean Mitchell • 4 min read • Last month
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 • Thu, 28th May 2026
Telecom operators urged to rethink voice & security
Unified Communications

Telecom operators urged to rethink voice & security

Rising cyber risk and regulatory pressure are pushing telecom operators to harden voice services as enterprises shift calling into cloud platforms.

By Joseph Gabriel Lagonsin • 4 min read • Tue, 19th May 2026
BT International launches UC Edge for multinationals
Unified Communications

BT International launches UC Edge for multinationals

Multinationals grappling with fragmented voice systems get a single global layer that cuts manual routing and eases platform switching.

By Mark Tarre • 3 min read • Thu, 14th May 2026
Supporting service providers with their global ambitions
Network Infrastructure

Supporting service providers with their global ambitions

Asia-Pacific expansion is set to help partners widen margins, cut compliance risk and reach new customers across 27 countries.

By Mike Mills • 4 min read • Mon, 20th Apr 2026
Zoom appoints Frank Skiffington to lead ANZ growth
Software-as-a-Service

Zoom appoints Frank Skiffington to lead ANZ growth

The hire puts a veteran sales executive in charge as Zoom seeks deeper partner ties and wider customer uptake across Australia and New Zealand.

By Mark Tarre • 4 min read • Mon, 13th Apr 2026
8x8 wins CRN channel honours & nine Palomarr awards
Unified Communications

8x8 wins CRN channel honours & nine Palomarr awards

Partner-led sales for communications tools have been boosted by external recognition for 8x8 across Europe, Australia and nine product categories.

By Joseph Gabriel Lagonsin • 3 min read • Fri, 27th Mar 2026
Red Cactus, Tollring bring AI call summaries to CRM
Customer Relationship Management

Red Cactus, Tollring bring AI call summaries to CRM

Red Cactus and Tollring launch AI-powered call summaries that auto-update customer records across 200+ CRM systems for channel partners.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 13th Mar 2026
Salesforce unveils Agentforce AI-powered contact centre
Customer Relationship Management

Salesforce unveils Agentforce AI-powered contact centre

Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

By Mark Tarre • 5 min read • Wed, 11th Mar 2026
Zoom expands agentic AI to automate workplace tasks
Unified Communications

Zoom expands agentic AI to automate workplace tasks

Zoom is rolling out agentic AI across Workplace, Phone and CX, turning meetings and calls into automated workflows and custom AI agents.

By Joseph Gabriel Lagonsin • 5 min read • Wed, 11th Mar 2026

Stories from Other Regions

Cloud telephony stories

Why does CX and UC need to be designed together?
Unified Communications

Why does CX and UC need to be designed together?

Disconnected customer and internal communications are driving missed calls, repeat contacts and burned-out agents, according to the article.

By Samantha Mooney • 6 min read • Last month
Gamma pitches cloud voice to MSPs to boost retention
Unified Communications

Gamma pitches cloud voice to MSPs to boost retention

MSPs could protect margins by bundling cloud voice, as Gamma says it can also reduce churn and block rivals from key accounts.

By Mark Tarre • 6 min read • Fri, 29th May 2026
Voice as a modern growth lever for MSPs
Unified Communications

Voice as a modern growth lever for MSPs

MSPs risk losing deals and margin unless they bundle Teams-aligned calling, as customers demand simpler vendors and tighter integration.

By Will Morey • 5 min read • Thu, 28th May 2026
Your.Cloud acquires Pure Cloud Solutions in UK push
Digital Transformation

Your.Cloud acquires Pure Cloud Solutions in UK push

Pure Cloud Solutions will keep its brand and leadership as the deal gives Your.Cloud a bigger foothold in the UK managed services market.

By Sofiah Nichole Salivio • 3 min read • Fri, 17th Apr 2026
NHS telephony faces hidden risks in PSTN switch-off
Unified Communications

NHS telephony faces hidden risks in PSTN switch-off

NHS telecoms overhaul exposes hidden legacy risks as PSTN retirement and pandemic pressures force trusts to confront fragile systems.

By Sofiah Nichole Salivio • 8 min read • Fri, 20th Mar 2026
Alexa SmartLink brings UK numbers to managed devices
Unified Communications

Alexa SmartLink brings UK numbers to managed devices

Britannic and Vocala launch NetX SmartLink to give fleet-managed Alexa devices dedicated UK numbers and fully two-way calling.

By Kaleah Salmon • 4 min read • Wed, 11th Mar 2026
NFON & O2 Telefónica hit 100,000 Digital Phone users
Unified Communications

NFON & O2 Telefónica hit 100,000 Digital Phone users

NFON and O2 Telefónica Deutschland pass 100,000 Digital Phone users as they pivot from SMEs to larger enterprises and AI-led services.

By Sofiah Nichole Salivio • 3 min read • Sat, 7th Mar 2026
NFON grows AI revenues as botario deal boosts 2025
Software-as-a-Service

NFON grows AI revenues as botario deal boosts 2025

NFON posts 2025 revenue uptick to EUR €89.1 million as AI products and the botario deal lift earnings despite a shrinking seat base.

By Catherine Knowles • 3 min read • Fri, 27th Feb 2026