Call centre stories - Page 3

Oracle launches an AI agent platform for retail banks, blending autonomous agents and human oversight to automate and personalise services.

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.

Okta warns new real-time vishing kits can hijack browser sessions during calls, tricking users into defeating non‑phishing‑resistant MFA.

GoTo adds AI Receptionist, deeper Tekion links and real-time reporting to its automotive platform to cut missed calls and speed service.

ServiceNow expands its OpenAI partnership to make frontier models and voice-first AI core to enterprise workflows and automation at scale.

European banks expect AI to shrink staff only slightly, with most projected job losses coming through routine attrition, not mass cuts.

Elyos AI raises USD $13m to grow its AI agents that answer calls, book jobs and automate admin for trades and field service firms.

Five9 and Google Cloud unveil a joint AI-powered CX platform, unifying contact centre workflows and customer data across all channels.

iwGROUP appoints telecoms veteran John Horsman as Account Director to spearhead iwCONNECT, its integrated telecoms and technology division.

RingQ and Snom have sealed a global cloud telephony partnership to streamline IP phone provisioning and unified communications for businesses.

AI-driven hackers are tipped to ramp up attacks on critical infrastructure and governments by 2026, exploiting ageing industrial systems.

Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.

Tollring wins Microsoft nod for Analytics 365, joining a select group of Teams compliance recording providers with certified AI tools.

UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.

Organisations using NiCE's AI-driven CXone Mpower platform report faster response times, better service quality, and improved staff efficiency across sectors.

Consilium Software has launched new AI-powered apps for Webex Contact Centre, enhancing quality management and voice automation across North America and Asia Pacific.

AI receptionist boosts revenues by GBP £9 million and cuts missed calls across 65 UK dental practices, improving patient access and staff efficiency.

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.

UK public sector hotlines now cause more caller frustration over hold times than banks, with healthcare and government services topping the list, says new survey.