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Call centre Stories - Page 4

Australian Stories

Call centre stories

Chaty links AI voice receptionist with ROLLER bookings
Digital Transformation

Chaty links AI voice receptionist with ROLLER bookings

Chaty links its AI voice receptionist to ROLLER, letting attractions take bookings, payments and manage calls automatically around the clock.

By Catherine Knowles • 3 min read • Mon, 2nd Mar 2026

Global Stories

Call centre stories

RingCentral unveils AIR Pro no-code AI contact agents
Unified Communications

RingCentral unveils AIR Pro no-code AI contact agents

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

By Mark Tarre • 3 min read • Wed, 11th Mar 2026
Quiq hires Jen Grant as CMO to drive scaled AI agents
Unified Communications

Quiq hires Jen Grant as CMO to drive scaled AI agents

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

By Joseph Gabriel Lagonsin • 4 min read • Wed, 11th Mar 2026
1Kosmos adds identity checks to ServiceNow AI workflows
Unified Communications

1Kosmos adds identity checks to ServiceNow AI workflows

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

By Catherine Knowles • 4 min read • Fri, 6th Mar 2026
MaxContact Australia rebrands as Kaizn in CX advisory shift
Unified Communications

MaxContact Australia rebrands as Kaizn in CX advisory shift

MaxContact Australia rebrands as Kaizn, expanding into independent CX and contact centre advisory across Australia and New Zealand.

By Catherine Knowles • 4 min read • Fri, 27th Feb 2026
Sinch unveils AI agent tools for customer engagement
Unified Communications

Sinch unveils AI agent tools for customer engagement

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

By Mark Tarre • 4 min read • Fri, 27th Feb 2026
Zoom unveils Virtual Agent 3.0 for complex CX tasks
Unified Communications

Zoom unveils Virtual Agent 3.0 for complex CX tasks

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

By Joseph Gabriel Lagonsin • 4 min read • Wed, 25th Feb 2026
Beyond technology: How leadership drives contact centre performance
Unified Communications

Beyond technology: How leadership drives contact centre performance

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

By Ed Creasey • 5 min read • Mon, 23rd Feb 2026
RingCentral taps OpenAI to power live AI voice calls
Unified Communications

RingCentral taps OpenAI to power live AI voice calls

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

By Catherine Knowles • 3 min read • Fri, 20th Feb 2026
MaxContact Australia rebrands as Kaizn in CX advisory pivot
Customer Relationship Management

MaxContact Australia rebrands as Kaizn in CX advisory pivot

MaxContact Australia has rebranded as Kaizn, shifting focus to independent CX and contact centre advisory across Australia and New Zealand.

By Shannon Williams • 4 min read • Fri, 20th Feb 2026
MYOB boosts contact centre insight with new analytics
Unified Communications

MYOB boosts contact centre insight with new analytics

MYOB links its CX platform with Customer Science analytics, automating reporting and lifting contact centre satisfaction and resolution rates.

By Sean Mitchell • 4 min read • Wed, 18th Feb 2026

Stories from Other Regions

Call centre stories

Stable call centre KPIs mask growing customer anger
Unified Communications

Stable call centre KPIs mask growing customer anger

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

By Shannon Williams • 4 min read • Wed, 11th Mar 2026
EE opens new experiential Oxford Street flagship
Customer Experience

EE opens new experiential Oxford Street flagship

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.

By Kaleah Salmon • 3 min read • Sat, 7th Mar 2026
ConvoZen unveils India-first multilingual AI voice stack
Unified Communications

ConvoZen unveils India-first multilingual AI voice stack

ConvoZen launches a unified multilingual AI voice stack for India, debuting Akshara and Ragini speech models tuned to real call-centre audio.

By Catherine Knowles • 5 min read • Fri, 27th Feb 2026
Agora & FPT partner on AI for Southeast Asian banks
Unified Communications

Agora & FPT partner on AI for Southeast Asian banks

Agora and FPT join forces to deliver AI-powered voice, video and messaging for Southeast Asia's banks amid stricter digital regulations.

By Mark Tarre • 4 min read • Thu, 26th Feb 2026
8x8 adds AI tools to contact centre and WhatsApp CX
Unified Communications

8x8 adds AI tools to contact centre and WhatsApp CX

8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.

By Kaleah Salmon • 4 min read • Thu, 19th Feb 2026
Ramco unveils Chia, an AI agent for service workflows
Software-as-a-Service

Ramco unveils Chia, an AI agent for service workflows

Ramco launches Chia, a no-code conversational AI agent to orchestrate complex, multi-step service workflows across enterprise systems.

By Catherine Knowles • 4 min read • Tue, 17th Feb 2026