Call centre stories
Customer service teams can now build and monitor AI agents more easily, with Zoom adding testing, quality controls and outcome-based pricing.
High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.
The purchase strengthens Salesforce's push into automated support as it seeks to widen Agentforce's reach and prove AI can cut service costs.
Agents can now keep multilingual support calls on the line without an interpreter, as 8x8 rolls out real-time voice translation across 13 languages.
Mid-sized contact centres can now cut spreadsheets and manual scheduling as 8x8 folds workforce management into its platform at no extra charge.
Rising enterprise spending on AI helped push Genesys Cloud annual recurring revenue to USD $2.8 billion, with international sales nearing 45%.
The early-access tool could help executives and account managers spot renewal risks and customer feedback hidden in calls, chats and emails.
The deal ties customer conversations to CRM updates and deal signals, aiming to cut manual admin for thousands of sales teams.
The rollout has cut average handling time by three minutes and lifted first-call resolution to 86% at Fortitude Re.
Residents could face poorer access to council services unless AI systems can cope with regional accents and dialects, a UK project now testing that live.
Home services operators could cut back-office headcount as the New York software firm expands after backing from Andreessen Horowitz and Sequoia Capital.
Call handling has been centralised in Microsoft Teams, with NSWRL reporting a 17-second average wait after the switch.
Industry experts warn that reimbursement is masking the scale of scams, as APP losses climbed 19% to GBP £576.4 million last year.
The partnership will help BYD meet tougher crash-response safety rules as Australian buyers increasingly expect connected emergency support.
Phone-based fraud is forcing employers to train staff more aggressively as vishing losses rise and call scams spread across Australia.
Disconnected customer and internal communications are driving missed calls, repeat contacts and burned-out agents, according to the article.
Australian contact centres now face tougher scrutiny as psychosocial risk rules make workload design a legal issue, not just an HR one.
AI is trimming contact-centre admin and lifting productivity as CX teams seek gains without sacrificing the human touch.
London's rising AI investment is drawing Parloa into the capital as the company expands its European footprint and customer base.
Millions of taxpayers should see faster, more consistent support as HMRC moves contact services onto a single cloud platform with AI tools.
