Call centre Stories

UK Stories

Call centre stories

Crescendo appoints Andy Lee as Chief Executive Officer

The move signals a push to win larger enterprise clients as the company seeks to replace fragmented customer service systems with AI-native software.

By Sofiah Nichole Salivio • 4 min read • Last week

Unified Communications

Qorden launches multilingual video call translation platform

The service targets international meetings by translating speech, captions and chat in real time across 33 languages with 97% accuracy.

By Sofiah Nichole Salivio • 3 min read • Last month

Digital Transformation

ArvatoConnect appoints new leaders as AI reshapes service

UK regulated firms are rethinking customer service as AI cuts routine work and pushes more complex queries back to human teams.

By Sofiah Nichole Salivio • 4 min read • Last month

Global Stories

Call centre stories

Digital Transformation

Custom Travel Solutions wins Silver for AI customer support

Its AI overhaul has cut quality review time by 80% and lifted customer sentiment 11% since 2023, as travel support volumes rose.

By Sofiah Nichole Salivio • 3 min read • Today

Digital Transformation

Google named Gartner conversational AI leader again

Enterprises are turning to AI agents that can handle complex service requests, raising the stakes for vendors competing on reliability and governance.

By Sean Mitchell • 4 min read • Last week

Software-as-a-Service

Sprinklr adds AI tools to speed customer responses

Faster real-time responses may help brands cut manual analysis as the new release links customer signals with AI tools across service and marketing.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Personalisation

Sber updates GigaChat with audio model for voice tasks

A lighter open-source release could help developers build voice tools that detect emotion, summarise long recordings and support multiple languages.

By Sean Mitchell • 3 min read • Last week

Digital Transformation

Australia & New Zealand lead in agentic AI adoption

Consumers in Australia and New Zealand are facing longer waits and repeated handovers as companies rush to deploy agentic AI, Genesys found.

By Mark Tarre • 4 min read • Last week

Data Analytics

Why AI projects that don't start with a study of customer behaviour are destined to disappoint

Many AI roll-outs miss returns for years because businesses fail to spot customer pain points before automating broken processes.

By James Johnstone • 4 min read • Last week

Software-as-a-Service

Quiq launches Verified Intelligence for enterprise AI

Enterprise buyers are demanding proof that AI agents can be audited, tested and constrained before they go live in customer service.

By Sean Mitchell • 4 min read • This month

Data Protection

NiCE & Sopra Steria roll out AI service centre tool

About 800 agents are already using AI guidance as Sopra Steria looks to meet a 90% call-answer target within 20 seconds.

By Sean Mitchell • 4 min read • This month

Digital Transformation

CrayonIQ says APAC CX buying shifts to AI strategy

Enterprises are increasingly judging CX vendors on AI governance, cloud infrastructure and pricing transparency rather than contact centre features alone.

By Mark Tarre • 4 min read • This month