Call centre stories
Rue Gilt Groupe brings Riskified identity scoring into Zendesk as retailers race to stop refund abuse without slowing customer service.
Aryza buys Toronto-based Umbrella Tech to add voice AI, speech analytics and autonomous agents to its collections and recoveries software.
Scotiabank puts AI under one roof as new enterprise platform rolls out for staff, with commercial email routing and client tools already delivering gains.
Tollring launches AI features to let managers query call recordings in plain English and automate quality checks with over 90% accuracy.
8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.
Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.
8x8's Engage platform has won Gold at the NY Product Design Awards, with judges praising its unified workspace for customer-facing staff.
Synthflow names Matt Alexander Vice President of Channel and Alliances to deepen partner ties and drive international AI growth.
Minor Hotels teams up with Google, Salesforce, OneTrust and Deloitte on an AI-led data platform to sharpen guest service across 640 properties.
Infobip uses DevDays 2026 to push AI into workflows, training and product design as it marks 20 years and expands its global cloud platform.
Eltropy expands AI platform for credit unions with secure identity checks and account service tools to handle routine banking tasks in one conversation.
CIMB Niaga teams up with Google Cloud and Artefact to deploy AI agents that give front-line staff real-time guidance for millions of customers.
Motorola Solutions expands public safety AI with Hyper deal to automate non-emergency calls and ease pressure on understaffed dispatch centres.
Narwhal Labs secures backing from more than 70 UK investors as it unveils an AI communications platform for regulated sectors.
Sprinklr rolls out Spring '26 update with AI copilots, testing controls and customer feedback tools for enterprises.
Cox Business rolls out RingCentral-based AI contact centre offering with virtual agents, omnichannel tools and CRM links for businesses of all sizes.
Canals expands AI tools for wholesale distributors with automation for billing, purchase orders and customer queries across back-office teams.
ICS.AI unveils council merger software to help English authorities cut reorganisation time by up to 30% ahead of 2028 unitary switch.
SquadStack.ai's new voice tool uses product images and listing data to shape calls before they begin, with IndiaMART as the first live customer.
Docplanner's AI voice agent, built on Twilio tech, has doubled doctor bookings and onboarded 1,300 clinicians in just three days.
