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Manila Broadcasting Company (MBC) advances its digital transformation by expanding partnership with telecoms integrator PLDT Enterprise, and adopting Google Workspace.
About 800 agents are already using AI guidance as Sopra Steria looks to meet a 90% call-answer target within 20 seconds.
The rollout aims to cut time lost switching between apps by letting Gemini draw on emails, files and chats in one workwide context.
Financial firms face tighter scrutiny as the API checks AI debt-collection messages in real time and flags vulnerable customers.
In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.
More than 4.5 million Bavarian insurers should see faster service as AOK Bayern shifts its contact centre to NiCE's EU sovereign cloud.
HCLSoftware launches Domino 14.5 with sovereign AI, enabling secure, compliant data collaboration for over 200 government agencies worldwide.
Staysure has adopted NiCE's CXone Mpower AI platform to enhance its digital travel insurance customer experience across Europe with omnichannel support.
Talkdesk has launched its Knowledge Creator feature, leveraging generative AI to transform customer service knowledge bases and improve agent support.
Mecalux has introduced generative AI to its Easy WMS system, enhancing user interaction and streamlining logistics across 1,100 warehouses worldwide.
Snowflake unveils groundbreaking updates to its Cortex AI platform at Snowflake Summit 2024, aiming to make enterprise AI more accessible, efficient, and secure.
At the upcoming SIOP conference, Sapia Labs will present four innovative research pieces on how AI and chat interview technology can revolutionise hiring practices.
Discord's mobile app undergoes a significant revamp, debuting a slick look, additional customisation options and features to enhance users' on-the-move chat experiences.
Having announced animal avatars earlier last year, Zoom has added personal avatars, customizable virtual characters that users can use in meetings.
More than 90 credit union and community bank executives will discuss economy, AI and growth at Eltropy's invitation-only summit in Monterey.
Patient-service teams can now handle calls, chats and summaries inside Epic as NiCE's CXone integration aims to cut admin and improve compliance.
Beyond Blue has enhanced its communication with a Microsoft Teams rollout and new meeting tech, boosting collaboration and hybrid work efficiency.
IPI is collaborating with Royal Holloway, University of London, to bolster its Contact Centre during the crucial Clearing and Confirmation period.
Dstny renews its partnership with Tollring through a new three-year contract, introducing Tollring's latest call recording solution to its European service providers.
Global cloud communications leader Vonage wins the National Innovation Award for Guest Experience 2023 for its transformative technologies enhancing customer experience in hospitality.
