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Contact Centre-as-a-Service (CCaaS) Stories

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Contact Centre-as-a-Service (CCaaS) stories

AI won't displace contact centre agents significantly until 2026
EduTech

AI won't displace contact centre agents significantly until 2026

AI will augment rather than replace UK and US contact centre agents until at least 2026, per Cavell's latest research, despite industry momentum around automation.

By Kaleah Salmon • 2 min read • Thu, 1st Aug 2024
IPI launches ElasticCX Service Recovery for contact centres
Unified Communications

IPI launches ElasticCX Service Recovery for contact centres

IPI unveils ElasticCX Service Recovery, a cloud-based solution aimed at enhancing Contact Centre resilience against IT outages, security breaches, and planned upgrades.

By Catherine Knowles • 3 min read • Fri, 26th Jul 2024
UK consumers uncertain about AI's impact on customer service
Unified Communications

UK consumers uncertain about AI's impact on customer service

Only 32% of UK consumers see AI's potential to enhance customer service, while most are wary of its risks, a CCMA and Odigo study reveals.

By Catherine Knowles • 3 min read • Tue, 11th Jun 2024
Westcon announces expanded partnership with AudioCodes for UCaaS provision
Unified Communications

Westcon announces expanded partnership with AudioCodes for UCaaS provision

Westcon-Comstor partners with AudioCodes to enhance Unified Communications as a Service (UCaaS) and Contact Centre as a Service (CCaaS) offerings, aiming to boost recurring revenues for their partners.

By Catherine Knowles • 2 min read • Wed, 10th Apr 2024
Cavell study highlights rising automation in global contact centre strategy
Unified Communications

Cavell study highlights rising automation in global contact centre strategy

Cavell's new study reveals a growing trend of automation in customer experience strategies globally, with Western contact centres predicting a significant surge in automated solutions over the next three years.

By Kaleah Salmon • 3 min read • Fri, 8th Mar 2024

Global Stories

Contact Centre-as-a-Service (CCaaS) stories

Zendesk contact centre voice passes 100 contact centers customers
Software-as-a-Service

Zendesk contact centre voice passes 100 contact centers customers

High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.

By Sean Mitchell • 4 min read • Last week
8x8 boosts workforce management adoption with free tools
Software-as-a-Service

8x8 boosts workforce management adoption with free tools

Mid-sized contact centres can now cut spreadsheets and manual scheduling as 8x8 folds workforce management into its platform at no extra charge.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Tech Data & AnywhereNow team up for ANZ Microsoft Teams
Software-as-a-Service

Tech Data & AnywhereNow team up for ANZ Microsoft Teams

Channel partners in Australia and New Zealand gain Microsoft Teams-based customer service tools, as Tech Data adds AnywhereNow to its portfolio.

By Sofiah Nichole Salivio • 4 min read • This month
Tata Communications acquires Commotion stake to boost AI push
Unified Communications

Tata Communications acquires Commotion stake to boost AI push

Tata Communications acquires 51% stake in Commotion to enhance AI-driven customer interaction solutions across its global digital platforms.

By Kaleah Salmon • 3 min read • Fri, 5th Dec 2025
Talkdesk unveils CXA platform for autonomous AI customer journeys
Customer Relationship Management

Talkdesk unveils CXA platform for autonomous AI customer journeys

Talkdesk launches CXA platform using autonomous AI agents to streamline and personalise customer journeys, aiming to transform CX across industries.

By Catherine Knowles • 5 min read • Thu, 12th Jun 2025
NICE & ServiceNow partner on AI to unify customer service
Customer Relationship Management

NICE & ServiceNow partner on AI to unify customer service

NICE and ServiceNow partner to launch an AI-powered platform by Q4 2025, uniting customer service and enterprise operations for faster, seamless fulfilment.

By Shannon Williams • 4 min read • Thu, 8th May 2025
Genesys named leader in Forrester Wave CCaaS platforms report
Unified Communications

Genesys named leader in Forrester Wave CCaaS platforms report

Genesys leads Forrester's Wave report for Q2 2025 in CCaaS platforms, excelling in AI, innovation, and strategy for customer experience solutions.

By Kaleah Salmon • 2 min read • Thu, 17th Apr 2025
Zendesk to acquire Local Measure, boosting AI voice services
Unified Communications

Zendesk to acquire Local Measure, boosting AI voice services

Zendesk has unveiled plans to acquire Local Measure, an Australian provider of voice solutions, enhancing its AI-powered services by 2025.

By Sean Mitchell • 2 min read • Tue, 25th Feb 2025
NICE recognised as 2024 Gartner Customers' Choice for CCaaS
Unified Communications

NICE recognised as 2024 Gartner Customers' Choice for CCaaS

NICE has been recognised as a Customers' Choice in the 2024 Gartner Peer Insights for Contact Center as a Service, marking its second accolade.

By Kaleah Salmon • 2 min read • Tue, 19th Nov 2024
NICE recognised as leader in 2024 Gartner Magic Quadrant
Unified Communications

NICE recognised as leader in 2024 Gartner Magic Quadrant

NICE has been named a Leader in the 2024 Gartner Magic Quadrant for Contact Centre as a Service, marking its tenth consecutive year in this position.

By Imee Dequito • 2 min read • Thu, 31st Oct 2024
Genesys appoints Albert Nel as APAC sales leader
Unified Communications

Genesys appoints Albert Nel as APAC sales leader

Genesys has appointed Albert Nel as Senior Vice President for APAC, bringing over 20 years of tech experience to spearhead sales strategies in the region.

By Imee Dequito • 3 min read • Fri, 18th Oct 2024

Stories from Other Regions

Contact Centre-as-a-Service (CCaaS) stories

RingCentral secures PAN-India licence for UCaaS & CCaaS
Unified Communications

RingCentral secures PAN-India licence for UCaaS & CCaaS

RingCentral has acquired a PAN-India licence for its UCaaS and CCaaS offerings, enhancing opportunities for Australian firms in the Indian market.

By Kaleah Salmon • 3 min read • Thu, 17th Oct 2024