Call centre stories

Twilio unveils embeddable Flex contact centre tools for web apps, adding Salesforce voice support, enhanced reporting and new pricing.

Rue Gilt Groupe brings Riskified identity scoring into Zendesk as retailers race to stop refund abuse without slowing customer service.

Aryza buys Toronto-based Umbrella Tech to add voice AI, speech analytics and autonomous agents to its collections and recoveries software.

Scotiabank puts AI under one roof as new enterprise platform rolls out for staff, with commercial email routing and client tools already delivering gains.

Tollring launches AI features to let managers query call recordings in plain English and automate quality checks with over 90% accuracy.

8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.

8x8's Engage platform has won Gold at the NY Product Design Awards, with judges praising its unified workspace for customer-facing staff.

Synthflow names Matt Alexander Vice President of Channel and Alliances to deepen partner ties and drive international AI growth.

Narwhal Labs secures backing from more than 70 UK investors as it unveils an AI communications platform for regulated sectors.

Minor Hotels teams up with Google, Salesforce, OneTrust and Deloitte on an AI-led data platform to sharpen guest service across 640 properties.

Sprinklr rolls out Spring '26 update with AI copilots, testing controls and customer feedback tools for enterprises.

Infobip uses DevDays 2026 to push AI into workflows, training and product design as it marks 20 years and expands its global cloud platform.

ICS.AI unveils council merger software to help English authorities cut reorganisation time by up to 30% ahead of 2028 unitary switch.

Eltropy expands AI platform for credit unions with secure identity checks and account service tools to handle routine banking tasks in one conversation.

Docplanner's AI voice agent, built on Twilio tech, has doubled doctor bookings and onboarded 1,300 clinicians in just three days.

Broot.ai has embedded Vonage voice APIs into its CRM, enabling one-click in-app calling, local numbers and unified activity tracking for teams.

Qualtrics unveils AI-driven CX upgrades to unify feedback, automate text analysis and deploy agents that resolve customer issues in real time.

Qualtrics launches AI-powered customer experience tools to unify feedback, automate analysis and fix service issues before they escalate.

Gamma is urging organisations to prioritise quick CX wins, reducing customer friction and risk while building momentum for longer-term change.