Call centre stories - Page 3
AI-fuelled cyber onslaught to hit critical systems by 2026
Tue, 23rd Dec 2025
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firewalls
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ransomware
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digital transformation
AI-driven hackers are tipped to ramp up attacks on critical infrastructure and governments by 2026, exploiting ageing industrial systems.
Retailers hit by 'Christmas Returns Hangover' surge
Wed, 17th Dec 2025
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uc
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data analytics
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cx
Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.
UiPath & Talkdesk unite agentic AI for healthcare CX
Thu, 11th Dec 2025
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uc
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digital transformation
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cx
UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.
Financial firms turn to autonomous AI to boost growth & efficiency
Fri, 21st Nov 2025
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fintech
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genai
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ai
Financial firms are deploying autonomous AI to fully automate routine tasks, boosting operational efficiency and focusing human effort on growth-driving work.
AI-driven platforms drive efficiency & service quality gains
Tue, 7th Oct 2025
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uc
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digital transformation
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cx
Organisations using NiCE's AI-driven CXone Mpower platform report faster response times, better service quality, and improved staff efficiency across sectors.
Consilium expands AI apps for Webex Contact Centre worldwide
Tue, 30th Sep 2025
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uc
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cx
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martech
Consilium Software has launched new AI-powered apps for Webex Contact Centre, enhancing quality management and voice automation across North America and Asia Pacific.
NTT DATA, Mistral AI partner on AI for regulated sectors
Tue, 29th Jul 2025
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private cloud
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digital transformation
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cx
NTT DATA and Mistral AI team up to develop private AI ecosystems for regulated sectors across Europe and Asia-Pacific, focusing on data privacy and ethical deployment.
CommScope, DvSum launch AI platform to boost network analytics
Wed, 23rd Jul 2025
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data analytics
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cx
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martech
CommScope and DvSum have teamed up to launch ServAssure NXT AI, a platform combining AI and analytics to boost network monitoring and customer service efficiency.
One Nexus unveils DRIVE, enhancing OEM & dealership services
Tue, 17th Sep 2024
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cx
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martech
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financial systems
One Nexus Group launches One Nexus DRIVE, aimed at improving dealership services and customer loyalty with its dual SaaS and Operations segments.
Indosat & Google Cloud expand AI collaboration in Indonesia
Fri, 14th Jun 2024
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uc
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hcm
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power / energy
Indosat Ooredoo Hutchison and Google Cloud are deepening their partnership to transform Indosat into an AI-driven tech enterprise, enhancing service for over 100 million customers.
Three reasons contact centres are embracing Open CcaaS
Thu, 21st Mar 2024
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crm
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uc
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cx
With exceptional CX now the norm, businesses are increasingly adopting Open CCaaS due to its focus on digital channels, support for AI innovation, and preference for best-of-breed applications.
BroadSource selects Ribbon Communications for secure credit card payment solution
Wed, 13th Dec 2023
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martech
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commerce systems
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payment technologies
BroadSource partners with Ribbon Communications to enhance SecureCall, a solution for secure telephonic credit card payments.
Leading with innovation
Thu, 1st Dec 2011
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uc
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hybrid & remote work
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contact centre
In a blend of lateral thinking and innovation, Palmerston North and Horizons Councils' adaptive call centre earned the 2011 Initiative of the Year award.