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Call centre Stories - Page 5

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Call centre stories

iwGROUP names John Horsman Account Director for iwCONNECT
Customer Relationship Management

iwGROUP names John Horsman Account Director for iwCONNECT

iwGROUP appoints telecoms veteran John Horsman as Account Director to spearhead iwCONNECT, its integrated telecoms and technology division.

By Sean Mitchell • 3 min read • Wed, 14th Jan 2026
Tollring secures Microsoft Teams compliance nod for Analytics 365 product
Unified Communications

Tollring secures Microsoft Teams compliance nod for Analytics 365 product

Tollring wins Microsoft nod for Analytics 365, joining a select group of Teams compliance recording providers with certified AI tools.

By Catherine Knowles • 4 min read • Fri, 12th Dec 2025

Global Stories

Call centre stories

Okta warns of real-time vishing kits defeating MFA
Multi-factor authentication

Okta warns of real-time vishing kits defeating MFA

Okta warns new real-time vishing kits can hijack browser sessions during calls, tricking users into defeating non‑phishing‑resistant MFA.

By Sofiah Nichole Salivio • 5 min read • Mon, 26th Jan 2026
ServiceNow deepens OpenAI pact to power voice-first AI
Digital Transformation

ServiceNow deepens OpenAI pact to power voice-first AI

ServiceNow expands its OpenAI partnership to make frontier models and voice-first AI core to enterprise workflows and automation at scale.

By Mark Tarre • 4 min read • Wed, 21st Jan 2026
European banks see AI cutting jobs mainly via attrition
Digital Transformation

European banks see AI cutting jobs mainly via attrition

European banks expect AI to shrink staff only slightly, with most projected job losses coming through routine attrition, not mass cuts.

By Karen Joy Bacudo • 4 min read • Mon, 19th Jan 2026
Elyos AI raises USD $13m to scale trade service agents
Software-as-a-Service

Elyos AI raises USD $13m to scale trade service agents

Elyos AI raises USD $13m to grow its AI agents that answer calls, book jobs and automate admin for trades and field service firms.

By Mark Tarre • 3 min read • Mon, 19th Jan 2026
Five9 & Google Cloud launch unified AI contact centre CX
Unified Communications

Five9 & Google Cloud launch unified AI contact centre CX

Five9 and Google Cloud unveil a joint AI-powered CX platform, unifying contact centre workflows and customer data across all channels.

By Shannon Williams • 3 min read • Thu, 15th Jan 2026
Babeltext unveils MC-ML-AI to turn chats into actions
Unified Communications

Babeltext unveils MC-ML-AI to turn chats into actions

Babeltext debuts MC-ML-AI, a standard to turn multilingual, multichannel customer chats into completed bookings, transactions and cases.

By Sofiah Nichole Salivio • 4 min read • Thu, 15th Jan 2026
RingQ & Snom forge global cloud telephony partnership
Unified Communications

RingQ & Snom forge global cloud telephony partnership

RingQ and Snom have sealed a global cloud telephony partnership to streamline IP phone provisioning and unified communications for businesses.

By Sean Mitchell • 4 min read • Fri, 9th Jan 2026
AI-fuelled cyber onslaught to hit critical systems by 2026
Firewalls

AI-fuelled cyber onslaught to hit critical systems by 2026

AI-driven hackers are tipped to ramp up attacks on critical infrastructure and governments by 2026, exploiting ageing industrial systems.

By Kaleah Salmon • 8 min read • Tue, 23rd Dec 2025
Exclusive: AWS outlines agentic AI strategy for enterprises
Unified Communications

Exclusive: AWS outlines agentic AI strategy for enterprises

AWS is ramping up autonomous AI agents, chips and on-prem AI factories as it bets agentic systems will redefine everyday enterprise work.

By Melania Watson • 5 min read • Thu, 18th Dec 2025
Retailers hit by 'Christmas Returns Hangover' surge
Unified Communications

Retailers hit by 'Christmas Returns Hangover' surge

Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.

By Sean Mitchell • 4 min read • Wed, 17th Dec 2025
UiPath & Talkdesk unite agentic AI for healthcare CX
Unified Communications

UiPath & Talkdesk unite agentic AI for healthcare CX

UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.

By Catherine Knowles • 4 min read • Thu, 11th Dec 2025
Contact centre agent burnout costs top AUD $20 million yearly
Unified Communications

Contact centre agent burnout costs top AUD $20 million yearly

Contact centre agent burnout costs Australian firms over AUD $20 million annually, driven by high turnover and costly operational challenges.

By Sean Mitchell • 3 min read • Fri, 21st Nov 2025
TechJutsu launches OrgVerify for B2B phone call verification
Federal Trade Commission

TechJutsu launches OrgVerify for B2B phone call verification

TechJutsu has launched OrgVerify, a platform that helps firms authenticate outbound calls to combat rising phone fraud and protect customer trust.

By Jake MacAndrew • 3 min read • Thu, 20th Nov 2025
AI-driven platforms drive efficiency & service quality gains
Unified Communications

AI-driven platforms drive efficiency & service quality gains

Organisations using NiCE's AI-driven CXone Mpower platform report faster response times, better service quality, and improved staff efficiency across sectors.

By Sean Mitchell • 4 min read • Tue, 7th Oct 2025

Stories from Other Regions

Call centre stories

Financial firms turn to autonomous AI to boost growth & efficiency
Fintech

Financial firms turn to autonomous AI to boost growth & efficiency

Financial firms are deploying autonomous AI to fully automate routine tasks, boosting operational efficiency and focusing human effort on growth-driving work.

By Melvin Hipolito • 3 min read • Fri, 21st Nov 2025