Call centre stories
Youi survey finds retail leads customer service complaints as Australians prize human help, with poor experiences costing time, wellbeing and loyalty.
Digital platforms can help aged care providers meet Australia's 2025 reforms by collecting feedback faster, tracking action and improving care.
TAL deepens Microsoft tie with five-year Azure and AI pact, aiming to lift claims efficiency, staff training and customer service.
RingCentral broadens AI Receptionist to SMS, WhatsApp and call queues as it targets smaller businesses with multilingual customer service automation.
8x8 upgrades Platform for CX with AI Studio, live queue dashboards and silent mobile authentication to cut integration delays and login friction.
Weverse expands Google Cloud AI support to handle fan enquiries in 245 countries and regions, backing multilingual service during peak artist events.
Twilio expands platform with persistent conversation tools as it seeks to unify human agents and AI across customer service and sales.
TD Insurance rolls out client-facing AI chatbot for home and auto queries, aiming to speed answers and widen digital service access.
RingCentral rolls out verified RCS texts, broader SMS coverage and AI Receptionist tools, while adding richer customer engagement in Microsoft Teams.
Gamma Communications bets on the Philippines' BPO boom, using a local licence and in-country node to help partners launch faster.
Qualtrics says AI is helping businesses cut churn, boost revenue and uncover richer customer feedback by analysing calls and surveys.
Vodafone and Google Cloud widen their SMB push with new Gemini-based concierge and managed cyber defences, starting in Germany and Greece.
Crescendo targets Britain and Europe with AI customer service push after topping USD $100 million in annual recurring revenue.
Parloa study finds many global firms bury support details, while most chatbots fail to solve issues and phone menus remain frustrating.
Google's Gemini enterprise suite is live in retail at Bunnings, uniting search, service and sales with AI agents and UCP support.
Newo names Jason Luo Chief Executive Officer after USD $25 million funding round as it targets small businesses missing inbound calls.
Twilio unveils embeddable Flex contact centre tools for web apps, adding Salesforce voice support, enhanced reporting and new pricing.
AI is cutting contact-centre admin, spotting demand spikes and guiding agents in real time, helping firms lift service without losing the human touch.
NUWAVE teams up with Tollring to embed call analytics across Microsoft Teams, Webex and Zoom for partners in the UK and overseas.
Home Depot deploys AI voice agents across US stores, saying the system spots caller needs four times faster and can help complete purchases.