Contact Centre-as-a-Service (CCaaS) stories
Tata Communications acquires Commotion stake to boost AI push
Fri, 5th Dec 2025
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uc
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data analytics
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digital transformation
Tata Communications acquires 51% stake in Commotion to enhance AI-driven customer interaction solutions across its global digital platforms.
Talkdesk unveils CXA platform for autonomous AI customer journeys
Thu, 12th Jun 2025
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crm
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uc
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digital transformation
Talkdesk launches CXA platform using autonomous AI agents to streamline and personalise customer journeys, aiming to transform CX across industries.
RingCentral debuts customer journey analytics for Australian users
Wed, 11th Jun 2025
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uc
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cx
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martech
RingCentral has launched Customer Journey Analytics for Australian users of its RingCX platform, enhancing visibility across unified communications and contact centres.
NICE & ServiceNow partner on AI to unify customer service
Thu, 8th May 2025
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crm
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uc
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devops
NICE and ServiceNow partner to launch an AI-powered platform by Q4 2025, uniting customer service and enterprise operations for faster, seamless fulfilment.
Genesys named leader in Forrester Wave CCaaS platforms report
Thu, 17th Apr 2025
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uc
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cx
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martech
Genesys leads Forrester's Wave report for Q2 2025 in CCaaS platforms, excelling in AI, innovation, and strategy for customer experience solutions.
Zendesk to acquire Local Measure, boosting AI voice services
Tue, 25th Feb 2025
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uc
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hyperscale
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cx
Zendesk has unveiled plans to acquire Local Measure, an Australian provider of voice solutions, enhancing its AI-powered services by 2025.
NICE recognised as 2024 Gartner Customers' Choice for CCaaS
Tue, 19th Nov 2024
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uc
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cx
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martech
NICE has been recognised as a Customers' Choice in the 2024 Gartner Peer Insights for Contact Center as a Service, marking its second accolade.
NICE recognised as leader in 2024 Gartner Magic Quadrant
Thu, 31st Oct 2024
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uc
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cx
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martech
NICE has been named a Leader in the 2024 Gartner Magic Quadrant for Contact Centre as a Service, marking its tenth consecutive year in this position.
Genesys appoints Albert Nel as APAC sales leader
Fri, 18th Oct 2024
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uc
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digital transformation
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hyperscale
Genesys has appointed Albert Nel as Senior Vice President for APAC, bringing over 20 years of tech experience to spearhead sales strategies in the region.
Virtus Health to implement global RingCentral communication platform
Thu, 22nd Feb 2024
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uc
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network infrastructure
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data analytics
Virtus Health plans a 5-year global implementation of the integrated RingCentral communication platform across its 62 sites, aiming to enhance patient experience and reduce business communication costs.
Vonage to boost Southern Cross Credit Union's customer support
Wed, 14th Feb 2024
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uc
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data analytics
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digital transformation
Southern Cross Credit Union (SCCU) partners with global cloud communications firm, Vonage, enhancing their customer support system in Australia by employing Vonage Fusion's UCaaS and CCaaS solutions.
Gamma acquires Coolwave to boost global voice services presence
Thu, 8th Feb 2024
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uc
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cloud services
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contact centre
Gamma Communications has strategically acquired international SMS and voice services provider, Coolwave Communications, bolstering its global presence and voice services.
Prophecy International & SOFTEL Communications announce strategic AI alliance
Wed, 7th Feb 2024
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uc
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data analytics
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cx
Prophecy International partners with SOFTEL Communications to integrate emite analytics with SOFTEL's AI, significantly enhancing CX.
This call will be recorded for its business insights
Thu, 6th Jul 2023
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uc
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genai
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ai
The speed of artificial intelligence (AI) development - particularly generative AI - has caught most regulators and businesses around the world off guard.
Verint launches open CCaaS platform offering flexibility
Sat, 17th Jun 2023
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uc
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paas
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cx
Verint unveils next-generation contact centre as a service (CCaaS) transforming the contact centre landscape at the Engage 2023 customer conference.
Forrester names NICE Contact Centre as a Service Leader
Wed, 29th Mar 2023
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uc
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ai
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ai models
Forrester has named NICE a Leader in Contact Centre as a Service (CCaaS) in a new report for the first quarter of 2023.
CXone used by more than one million agents and supervisors
Fri, 17th Mar 2023
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uc
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cx
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martech
NICE has announced that CXone has more than one million agents and supervisors using the complete breadth of its functionality.
NICE named leader in Quadrant Knowledge's 2022 CCaaS report
Fri, 24th Feb 2023
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uc
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cx
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martech
NICE CXone is once again positioned highest for customer impact for technology excellence in Quadrant Knowledge Solutions' assessment of CCaaS solutions.
Zoom Virtual Agent launch promises big things for ANZ businesses
Tue, 31st Jan 2023
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uc
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martech
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omnichannel
Zoom launches Zoom Contact Center and Zoom Virtual Agent in Australia and New Zealand to improve customer communication at scale.
NICE launches Enlighten AutoSummary to deliver seamless CX
Wed, 14th Dec 2022
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uc
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cx
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martech
NICE Enlighten AutoSummary delivers smart, automated agent interaction summaries using AI to automatically identify critical tasks, contact reasons and actions.