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AI transforms CX to go beyond the chatbot
Digital Transformation

AI transforms CX to go beyond the chatbot

Consumers now expect faster, more automated support as AI agents handle complex customer journeys, though many firms still struggle to prove ROI.

By Anthony Caruana • 4 min read • Today
Why Email and Phone Append Matter for Prescreen Campaigns
Data Protection

Why Email and Phone Append Matter for Prescreen Campaigns

Campaigns can fail at the final mile if stale inboxes and recycled numbers keep time-sensitive offers from reaching the right consumers.

By Shivani Pimpili • 5 min read • Today
AOK PLUS moves member support onto NiCE cloud platform
Data Protection

AOK PLUS moves member support onto NiCE cloud platform

More than 5 million annual member contacts will be handled faster as the insurer links AI self-service with 2,400 staff on a single cloud system.

By Sofiah Nichole Salivio • 4 min read • Today
Quiq launches Voice Assist for live customer calls
Software-as-a-Service

Quiq launches Voice Assist for live customer calls

The new tool could cut handling time by letting agents send messages and complete tasks during live calls without leaving one conversation record.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Infobip WhatsApp assistant cuts Overseas Express queries
Network Infrastructure

Infobip WhatsApp assistant cuts Overseas Express queries

Routine parcel-status checks are shifting to WhatsApp, easing pressure on support teams as Overseas Express cuts enquiries by more than 60%.

By Joseph Gabriel Lagonsin • 4 min read • Last month
8x8 adds Krisp voice AI tools to contact centre suite
Unified Communications

8x8 adds Krisp voice AI tools to contact centre suite

Cleaner audio and multilingual support should help 8x8 customers improve call quality as remote and cross-border support grows more common.

By Sean Mitchell • 3 min read • Last month
Google buys Spirit data for AI training, say executives
Data Protection

Google buys Spirit data for AI training, say executives

The sale has spotlighted a new class of AI training assets, with customer-service records now valued at more than USD $10 million.

By Mark Tarre • 5 min read • Last month
Ui Ai launches Amica digital employee for customer service
Software-as-a-Service

Ui Ai launches Amica digital employee for customer service

Businesses facing staffing pressures may use Ui Ai's Amica to handle customer queries, orders and leads around the clock.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Daon wins Frost & Sullivan recognition for biometric model
Biometrics

Daon wins Frost & Sullivan recognition for biometric model

The award highlights rising pressure on identity vendors to stop fraud that now slips between login checks, account recovery and contact-centre calls.

By Joseph Gabriel Lagonsin • 3 min read • Last month
Talkdesk launches branch tool for banks & credit unions
Fintech

Talkdesk launches branch tool for banks & credit unions

Banks could use the new tool to give branch staff a fuller customer history, reducing repeated questions and improving advice on complex issues.

By Karen Joy Bacudo • 3 min read • Last month

Stories from Other Regions

Call centre stories

Blue Machines AI launches Project Icebreaker for BFSI
Data Protection

Blue Machines AI launches Project Icebreaker for BFSI

Five Indian financial firms will get free support to shift AI pilots into live customer-service systems under a new Blue Machines AI programme.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Digital Island, RingCentral bring agentic voice AI to NZ
Unified Communications

Digital Island, RingCentral bring agentic voice AI to NZ

New Zealand businesses can now access RingCentral's agentic voice AI through Digital Island, easing deployment and support for local customers.

By Sean Mitchell • 4 min read • Last week
Crescendo launches AI-native customer experience platform
Software-as-a-Service

Crescendo launches AI-native customer experience platform

Businesses may cut CX stack costs by more than 60% as Crescendo bundles AI agents, ticketing and workforce tools into one platform.

By Joseph Gabriel Lagonsin • 4 min read • Last month
BharatLaw AI launches DPDPGuard.ai for India compliance
Software-as-a-Service

BharatLaw AI launches DPDPGuard.ai for India compliance

Companies handling personal data face stricter deadlines and fines of up to INR ₹250 crore as India phases in its privacy law.

By Joseph Gabriel Lagonsin • 4 min read • Last month
AI adoption rises as Australian firms mine contact data
Data Analytics

AI adoption rises as Australian firms mine contact data

Businesses can uncover hidden service failures and improve customer loyalty by analysing contact centre interactions at scale with AI.

By Phong Bui • 4 min read • Last month
HM Land Registry picks Route 101 for cloud contact centre
Software-as-a-Service

HM Land Registry picks Route 101 for cloud contact centre

Around 660 staff across five sites will move to a single UK-hosted platform as HM Land Registry seeks faster, more secure support.

By Sean Mitchell • 4 min read • Last month
Otto & Restoke join forces on restaurant AI ordering
Digital Transformation

Otto & Restoke join forces on restaurant AI ordering

The deal should help restaurants steer phone orders towards higher-margin dishes while easing pressure on staff and margins.

By Mark Tarre • 5 min read • Last month