Call centre stories
Browser-based fraud is scaling fast, with Barracuda saying CypherLoc has driven about 2.8 million attacks since the start of 2026.
Production data from hundreds of enterprise customers shows AI agents are handling only a few high-volume workflows, reshaping deployment priorities.
Businesses may see faster resolutions as Zendesk ties charges to verified outcomes and expands AI agents across service channels.
The ranking strengthens Infobip's position with enterprise buyers as CPaaS vendors compete to bundle messaging, voice and AI tools.
Workers in noisy offices will get clearer calls from a binaural headset built for speech, with noise reduction and multipoint Bluetooth.
Customers now spend 796,000 fewer minutes on calls with the insurer after AI transcription cut handling times across sales, service and claims.
Businesses can now keep customer conversations seamless as Quiq adds live voice support and a new brand identity for its service platform.
The funding will help Vapi scale its voice AI platform as enterprise demand surges and more than 1 billion calls flow through its agents.
The upgrade should help the Australian consultancy win larger contact centre deals as enterprises demand proven AWS expertise and delivery scale.
The update could help smaller firms handle more customer enquiries without adding staff, as RingCentral adds SMS, WhatsApp and queue support.
Businesses can now deploy AI agents faster and see queue issues live after 8x8 expanded its Platform for CX with new analytics and authentication tools.
Fans in 245 countries and regions can now get round-the-clock help on tickets and merchandise as Weverse automates support with Google Cloud AI.
Businesses can now retain customer context across voice, messaging and AI hand-offs as Twilio broadens its engagement platform.
The tool aims to cut routine enquiries and help Canadians compare cover without logging in, as TD expands AI across its businesses.
Businesses will be able to verify texts and calls more easily as RingCentral expands RCS, AI and Microsoft Teams support across key markets.
Partners can now tap Philippines BPO demand through Gamma’s local licence, after the company set up in-country infrastructure to meet regulatory rules.
The transfer will shift core member services for about 3,300 ElectricSuper members as the fund moves to a new administrator this year.
Customers will spend less time hunting for bills and security settings as the bank rolls out a simpler mobile and online layout.
Only 16% of UK firms have fully deployed AI-powered digital workers, as cost, integration and compliance concerns slow wider rollout.
Contact centres are using AI to cut admin, explain demand spikes and help agents, with savings and faster resolutions already visible.
