Call centre stories - Page 2

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.

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

Asset management leaders from Australia and Asia Pacific reveal AI’s role in transforming maintenance, forecasting, rostering and safety across industries.

NTT DATA and Mistral AI team up to develop private AI ecosystems for regulated sectors across Europe and Asia-Pacific, focusing on data privacy and ethical deployment.

UK public sector hotlines now cause more caller frustration over hold times than banks, with healthcare and government services topping the list, says new survey.

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.

Qantas has revealed a cyberattack on a third-party call centre, exposing personal data of 5.7 million customers and raising serious security concerns.

Gold Coast Health has adopted UiPath automation to streamline patient referrals and reduce administrative tasks, enhancing care and staff efficiency in Queensland.