Contact Centre stories - Page 3
Once known as ‘Call Centres’, the modern Contact Centre incorporates traditional telephony along with
web chat, text messaging, remote access services, and video conferencing to manage customer
interactions. Contact Centres are most associated with the provision of support, assistance or guidance
on products or services offered by companies serving large numbers of customers. Some are ‘outbound’
– that is, they reach out to customers for sales or other purposes, others are ‘inbound’ and receive
incoming contacts from people looking for help. Many combine both inbound and outbound functions.
Contact centres are often large facilities with tens or hundreds of workers – but they can also be virtual,
with people working ‘in’ the contact centre from home.
AI investment surges as firms lag on omnichannel CX
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AI tops CX investment plans, but few brands yet deploy proactive, predictive tools across channels, leaving omnichannel ambitions stalled.
Qualtrics named Leader in 2026 Gartner VoC Quadrant
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digital transformation
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cloud security
Qualtrics again tops Gartner's 2026 Voice of the Customer rankings, leading on execution, vision and AI-driven experience agents.
8x8 launches Engage globally to extend customer CX
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data analytics
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digital transformation
8x8 rolls out Engage globally, arming frontline and specialist teams with contact centre-grade tools to unify customer experience.
Red Cactus, Tollring bring AI call summaries to CRM
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crm
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data protection
Red Cactus and Tollring launch AI-powered call summaries that auto-update customer records across 200+ CRM systems for channel partners.
Qualtrics named Leader in Gartner Voice of Customer
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data analytics
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digital transformation
Qualtrics named Leader in Gartner Voice of the Customer report, topping rivals for execution and vision as AI reshapes CX platforms.
Sinch unveils Voice Relay to power AI-driven calls
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digital transformation
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cx
Sinch launches Voice Relay, linking text-based AI agents to live calls to streamline customer support on its expanded global voice network.
Mitel unveils WX framework for unified workforce comms
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private cloud
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hybrid cloud
Mitel debuts WX, a role-aware, AI-enabled comms framework unifying frontline, mobile, knowledge and contact centre workers on one layer.
Gamma urges diagnosis-led rethink of customer experience
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edutech
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Gamma is urging organisations to treat missed calls and long queues as symptoms of deeper CX flaws in systems, processes and culture.
Blue Yonder rolls out agentic AI across supply chains
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manufacturing
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data analytics
Blue Yonder expands agentic AI and mobile apps across supply chains, embedding role-based agents from planning to customer service.
Zendesk to buy Forethought in agentic AI expansion drive
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digital transformation
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cx
Zendesk moves to buy Forethought, betting on agentic AI agents to resolve most customer issues autonomously across platforms and channels.
Rackspace & Uniphore target USD $100m regulated AI push
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private cloud
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hybrid cloud
Rackspace and Uniphore ally on sovereign agentic AI for regulated sectors, aiming for USD $100m in outcomes-based enterprise roll-outs.
RingCentral unveils AIR Pro no-code AI contact agents
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data analytics
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digital transformation
RingCentral debuts AIR Pro voice-first AI agents with no-code tools, aiming to move enterprises beyond basic IVR to scalable automation.
Stable call centre KPIs mask growing customer anger
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martech
UK contact centres keep KPIs steady, but MaxContact warns a growing perception gap as frustrated customers switch providers in droves.
Whatfix boosts Mirror with AI roleplay training tools
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digital transformation
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cx
Whatfix adds AI roleplay training to its Mirror simulator, promising faster readiness and fuelling a surge to USD $3 million in recurring revenue.
Salesforce unveils Agentforce AI-powered contact centre
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crm
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data analytics
Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.
Zoom expands agentic AI to automate workplace tasks
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martech
Zoom is rolling out agentic AI across Workplace, Phone and CX, turning meetings and calls into automated workflows and custom AI agents.
Quiq hires Jen Grant as CMO to drive scaled AI agents
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digital transformation
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cx
Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.
Wise predicts agentic AI shift in business by 2026
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data protection
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data analytics
Wise forecasts that by 2026 agentic AI will run core business tasks, pushing firms to embed tools, tighten oversight and rethink outsourcing.
NFON & O2 Telefónica hit 100,000 Digital Phone users
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digital transformation
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NFON and O2 Telefónica Deutschland pass 100,000 Digital Phone users as they pivot from SMEs to larger enterprises and AI-led services.
1Kosmos adds identity checks to ServiceNow AI workflows
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surveillance
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biometrics
1Kosmos adds embedded identity checks to ServiceNow AI workflows to curb social engineering in high-risk service desk interactions.