Call centre stories

GoTo adds AI Receptionist, deeper Tekion links and real-time reporting to its automotive platform to cut missed calls and speed service.

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.

iwGROUP appoints telecoms veteran John Horsman as Account Director to spearhead iwCONNECT, its integrated telecoms and technology division.

RingQ and Snom have sealed a global cloud telephony partnership to streamline IP phone provisioning and unified communications for businesses.

University of Nottingham Malaysia debuts NOVA AI assistant to give round-the-clock course and admissions guidance to global applicants.

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.

Tollring wins Microsoft nod for Analytics 365, joining a select group of Teams compliance recording providers with certified AI tools.

UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.

Financial firms are deploying autonomous AI to fully automate routine tasks, boosting operational efficiency and focusing human effort on growth-driving work.

Contact centre agent burnout costs Australian firms over AUD $20 million annually, driven by high turnover and costly operational challenges.

TechJutsu has launched OrgVerify, a platform that helps firms authenticate outbound calls to combat rising phone fraud and protect customer trust.

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.

AI receptionist boosts revenues by GBP £9 million and cuts missed calls across 65 UK dental practices, improving patient access and staff efficiency.