Call centre stories
Businesses can now embed contact centre functions into apps as Twilio adds a Flex SDK, Salesforce Voice integration and new pricing.
Real-time risk scores are now guiding Rue Gilt Groupe agents on refunds and reroutes, as online retailers battle growing service-channel fraud.
The deal gives lenders round-the-clock voice automation in more than 100 languages, aiming to cut costs and improve compliance in collections.
The bank says the new framework is already routing 90 per cent of commercial emails and cutting manual work by 70 per cent.
Businesses can now review every call for compliance and service issues as Tollring adds AI tools that analyse customer conversations at scale.
Businesses can now build AI agents without specialist developers, as 8x8 rolls out early access to its Studio on the customer experience platform.
The new system aims to help businesses turn stalled generative AI pilots into measurable returns by unifying customer data and oversight.
Customer-facing staff may handle chats and calls more easily after 8x8 Engage won Gold at the NY Product Design Awards.
The hire signals a sharper push into overseas growth as the AI customer service software group deepens partnerships in the US and beyond.
The hotel group expects the new system to unify guest data and privacy controls across 640 properties, with full rollout due in 2026.
AI is now being woven into product development and internal workflows as the cloud communications group marks 20 years in business.
Credit unions could cut call-centre traffic as Eltropy’s AI now verifies members and handles routine account tasks in one conversation.
The rollout could speed up advice and call handling for millions of Indonesian customers while keeping staff in control of regulated decisions.
The deal could ease strain on understaffed call centres by automating routine non-emergency calls and redirecting escalations to 911 staff.
The Bristol startup’s pay-as-you-use platform targets firms in regulated sectors that need to automate customer contacts without long deployments.
Enterprises using the platform will be able to test and monitor AI agents more closely as Sprinklr broadens automation across service, marketing and insights.
Businesses gain an AI-enabled contact centre with omnichannel support, as Cox Business broadens its portfolio beyond traditional telecoms services.
The new system is aimed at cutting manual work for wholesalers by speeding invoice matching, order tracking and customer replies.
Councils facing a 2028 overhaul could cut transition time by up to 30% as the tool targets costly integration work before vesting day.
Redundant questions could fall as voice AI starts using product images and listing data to tailor sales calls before they begin.
