Call centre stories

1Kosmos adds embedded identity checks to ServiceNow AI workflows to curb social engineering in high-risk service desk interactions.

Chaty links its AI voice receptionist to ROLLER, letting attractions take bookings, payments and manage calls automatically around the clock.

MaxContact Australia rebrands as Kaizn, expanding into independent CX and contact centre advisory across Australia and New Zealand.

Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

RingCentral integrates OpenAI's GPT-5.2 to power live AI voice calls, launching new assistants to support customers and employees in real time.

MaxContact Australia has rebranded as Kaizn, shifting focus to independent CX and contact centre advisory across Australia and New Zealand.

MYOB links its CX platform with Customer Science analytics, automating reporting and lifting contact centre satisfaction and resolution rates.

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.

Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.

Australian firms are using connected graphs to uncover hidden churn risks, predicting departures earlier and sharpening loyalty strategies.

Australia's Defence Department renews Kinetic IT deal, expanding ICT service desk and switchboard support to a national base contact centre.

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.