Call centre stories - Page 2

Docplanner's AI voice agent, built on Twilio tech, has doubled doctor bookings and onboarded 1,300 clinicians in just three days.

Broot.ai has embedded Vonage voice APIs into its CRM, enabling one-click in-app calling, local numbers and unified activity tracking for teams.

Qualtrics unveils AI-driven CX upgrades to unify feedback, automate text analysis and deploy agents that resolve customer issues in real time.

Qualtrics launches AI-powered customer experience tools to unify feedback, automate analysis and fix service issues before they escalate.

Gamma is urging organisations to prioritise quick CX wins, reducing customer friction and risk while building momentum for longer-term change.

AI tops CX investment plans, but few brands yet deploy proactive, predictive tools across channels, leaving omnichannel ambitions stalled.

Gamma is urging organisations to treat missed calls and long queues as symptoms of deeper CX flaws in systems, processes and culture.

RingCentral debuts AIR Pro voice-first AI agents with no-code tools, aiming to move enterprises beyond basic IVR to scalable automation.

UK contact centres keep KPIs steady, but MaxContact warns a growing perception gap as frustrated customers switch providers in droves.

Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.

EE has opened a new experiential flagship on Oxford Street as part of a GBP £3 million push to expand hands-on tech stores nationwide.

1Kosmos adds embedded identity checks to ServiceNow AI workflows to curb social engineering in high-risk service desk interactions.

Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

RingCentral integrates OpenAI's GPT-5.2 to power live AI voice calls, launching new assistants to support customers and employees in real time.

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

Newo raises USD $25m to grow AI voice agents that answer calls for small businesses, after revenue doubled late 2025 amid rising demand.

AI-powered fraud rings industrialise online romance scams, fuelling USD $5.7 billion in losses and ushering in a 'dark age' for victims.

Melissa's global phone verification delivers real-time accuracy, fraud protection and compliance, turning unreliable phone data into growth.