Call centre stories
Enterprises are increasingly judging CX vendors on AI governance, cloud infrastructure and pricing transparency rather than contact centre features alone.
Enterprise contact centres are facing tougher scrutiny over AI voice quality and provenance, with Voices betting on consented talent and governance.
It could cut customer service AI deployment from weeks to hours, while keeping human approval and oversight before agents go live.
The tie-up could speed customer service automation for regulated sectors, with first joint deals already closed and roll-outs due in weeks.
Customer queries can now be directed to experts beyond the contact centre, as 8x8's new tool uses data to match issues in real time.
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%.
Its national network upgrade is aimed at keeping business customers connected as demand for bandwidth and resilience continues to rise.
The service targets international meetings by translating speech, captions and chat in real time across 33 languages with 97% accuracy.
Tourism operators could capture more bookings as an AI receptionist now answers missed calls, checks availability and takes payments automatically.
UK regulated firms are rethinking customer service as AI cuts routine work and pushes more complex queries back to human teams.
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.
