Call centre Stories

Australian Stories

Call centre stories

NAB redesigns app & online banking for retail customers

Customers will spend less time hunting for bills and security settings as the bank rolls out a simpler mobile and online layout.

By Karen Joy Bacudo • 3 min read • 2 days ago

Global Stories

Call centre stories

Endpoint Protection

CypherLoc scam kit drives millions of browser attacks

Browser-based fraud is scaling fast, with Barracuda saying CypherLoc has driven about 2.8 million attacks since the start of 2026.

By Sean Mitchell • 3 min read • 2 days ago

Digital Transformation

Druid AI report finds AI agent use concentrated in key tasks

Production data from hundreds of enterprise customers shows AI agents are handling only a few high-volume workflows, reshaping deployment priorities.

By Sofiah Nichole Salivio • 3 min read • 3 days ago

Digital Transformation

Zendesk launches AI-driven autonomous service workforce

Businesses may see faster resolutions as Zendesk ties charges to verified outcomes and expands AI agents across service channels.

By Joseph Gabriel Lagonsin • 5 min read • 5 days ago

Software-as-a-Service

Infobip named Gartner CPaaS leader in 2026 ranking

The ranking strengthens Infobip's position with enterprise buyers as CPaaS vendors compete to bundle messaging, voice and AI tools.

By Sean Mitchell • 3 min read • 5 days ago

Unified Communications

Snom launches A350D Bluetooth headset for work calls

Workers in noisy offices will get clearer calls from a binaural headset built for speech, with noise reduction and multipoint Bluetooth.

By Sofiah Nichole Salivio • 3 min read • 5 days ago

Digital Transformation

Tower cuts call times with Amazon Connect AI pilot

Customers now spend 796,000 fewer minutes on calls with the insurer after AI transcription cut handling times across sales, service and claims.

By Joseph Gabriel Lagonsin • 3 min read • 6 days ago

Software-as-a-Service

Quiq launches Voice AI & rebrand for customer service

Businesses can now keep customer conversations seamless as Quiq adds live voice support and a new brand identity for its service platform.

By Sofiah Nichole Salivio • 4 min read • Last week

Digital Transformation

Vapi raises USD $50 million as calls pass 1 billion

The funding will help Vapi scale its voice AI platform as enterprise demand surges and more than 1 billion calls flow through its agents.

By Sofiah Nichole Salivio • 4 min read • Last week

Data Analytics

iCXeed wins AWS Advanced Tier status in Asia Pacific

The upgrade should help the Australian consultancy win larger contact centre deals as enterprises demand proven AWS expertise and delivery scale.

By Mark Tarre • 4 min read • This month

Unified Communications

RingCentral expands AI receptionist to SMS & WhatsApp

The update could help smaller firms handle more customer enquiries without adding staff, as RingCentral adds SMS, WhatsApp and queue support.

By Sofiah Nichole Salivio • 4 min read • This month

Unified Communications

8x8 adds AI tools & live analytics to Platform for CX

Businesses can now deploy AI agents faster and see queue issues live after 8x8 expanded its Platform for CX with new analytics and authentication tools.

By Joseph Gabriel Lagonsin • 4 min read • This month

Unified Communications

Weverse deploys Google Cloud AI for global fan support

Fans in 245 countries and regions can now get round-the-clock help on tickets and merchandise as Weverse automates support with Google Cloud AI.

By Mark Tarre • 4 min read • This month

Unified Communications

Twilio launches tools for human & AI conversations

Businesses can now retain customer context across voice, messaging and AI hand-offs as Twilio broadens its engagement platform.

By Joseph Gabriel Lagonsin • 5 min read • This month

Unified Communications

TD Insurance launches first AI chatbot for clients

The tool aims to cut routine enquiries and help Canadians compare cover without logging in, as TD expands AI across its businesses.

By Joseph Gabriel Lagonsin • 4 min read • This month

Unified Communications

RingCentral adds RCS, AI & Teams tools for business

Businesses will be able to verify texts and calls more easily as RingCentral expands RCS, AI and Microsoft Teams support across key markets.

By Sean Mitchell • 5 min read • This month

Unified Communications

Gamma targets Philippines BPO market with local licence

Partners can now tap Philippines BPO demand through Gamma’s local licence, after the company set up in-country infrastructure to meet regulatory rules.

By Sean Mitchell • 4 min read • This month