Voice stories
Customers should no longer need to repeat themselves as 8x8 rolls out shared histories and AI tools across voice, SMS and WhatsApp channels.
Developers using Grok Build can now add customer communications tools earlier, as Sinch joins SpaceX Super Intelligence's partner network.
Paid AI usage among customers jumped 232% from a year earlier as 8x8 booked record quarterly service revenue of USD $188 million.
As AI agents proliferate, Twilio is focusing on trusted, governed communications infrastructure rather than the apps that sit on top of it.
Businesses using Zoom's CX tools will be able to see a single customer history across channels, cutting repeat explanations and speeding resolutions.
Regulated firms could search and export archived messages through AI while keeping existing permissions, audit logs and chain-of-custody controls.
Receivables teams could cut friction as the joint platform lets consumers settle balances during the same voice, SMS or digital exchange.
The deal ties customer conversations to CRM updates and deal signals, aiming to cut manual admin for thousands of sales teams.
Customer-facing staff may handle chats and calls more easily after 8x8 Engage won Gold at the NY Product Design Awards.
Infobip data shows single-channel alerts collapsing as brands pivot to omnichannel, AI-led conversations across SMS, RCS, WhatsApp and voice.
Sinch partners with Lovable to embed global messaging, email and voice into its AI build platform, starting with Mailgun-powered email.
Newo.ai and IONOS have launched a plug-and-play AI receptionist, promising SMEs 24/7 call handling, missed lead recovery and quick setup.
More than 4.5 million Bavarian insurers should see faster service as AOK Bayern shifts its contact centre to NiCE's EU sovereign cloud.
SquadStack.ai has launched a voice-first autonomous AI agent to automate sales, doubling lead connectivity and cutting acquisition costs across various industries.
By bundling calls into subscriptions, partners can cut telecoms billing complexity and make UCaaS easier to package, sell and scale.
The update aims to help SLYNUMBER users spot recognised banking texts more quickly, as scam messages continue to muddy trust in SMS alerts.
More than 90 credit union and community bank leaders weighed AI's efficiency gains against fraud and service risks at Eltropy's summit.
Firms using embedded AI in meetings and messaging are already cutting admin, speeding decisions and improving customer response times.
Fraud fears and rising smishing are pushing UK firms towards verified RCS and AI-led omnichannel chats, a new study finds.
Businesses gain an AI-enabled contact centre with omnichannel support, as Cox Business broadens its portfolio beyond traditional telecoms services.
