Call centre Stories - Page 8

Indian Stories

Call centre stories

Ramco unveils Chia, an AI agent for service workflows

Ramco launches Chia, a no-code conversational AI agent to orchestrate complex, multi-step service workflows across enterprise systems.

By Catherine Knowles • 4 min read • Tue, 17th Feb 2026

Global Stories

Call centre stories

Unified Communications

MYOB boosts contact centre insight with new analytics

MYOB links its CX platform with Customer Science analytics, automating reporting and lifting contact centre satisfaction and resolution rates.

By Sean Mitchell • 4 min read • Wed, 18th Feb 2026

Unified Communications

NiCE report shows agentic AI transforming contact centres

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

By Sean Mitchell • 4 min read • Tue, 17th Feb 2026

Software-as-a-Service

Newo raises USD $25m to scale AI reception platform

Newo raises USD $25m to grow AI voice agents that answer calls for small businesses, after revenue doubled late 2025 amid rising demand.

By Sean Mitchell • 4 min read • Fri, 13th Feb 2026

Fintech

AI supercharges industrial-scale online romance scams

AI-powered fraud rings industrialise online romance scams, fuelling USD $5.7 billion in losses and ushering in a 'dark age' for victims.

By Mark Tarre • 5 min read • Wed, 11th Feb 2026

Unified Communications

Melissa boosts global phone data with real time checks

Melissa's global phone verification delivers real-time accuracy, fraud protection and compliance, turning unreliable phone data into growth.

By Bobby Joseph • 4 min read • Thu, 5th Feb 2026

Unified Communications

Oracle unveils AI agentic platform for retail banks

Oracle launches an AI agent platform for retail banks, blending autonomous agents and human oversight to automate and personalise services.

By Sofiah Nichole Salivio • 3 min read • Wed, 4th Feb 2026

Customer Experience

Genspark expands AI call agent globally with Twilio

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

By Mark Tarre • 3 min read • Tue, 3rd Feb 2026

Customer Relationship Management

Exposing the risks of customer churn using a connected graph

Australian firms are using connected graphs to uncover hidden churn risks, predicting departures earlier and sharpening loyalty strategies.

By Peter Philipp • 5 min read • Wed, 28th Jan 2026

Unified Communications

Building a Smarter RFP for Global Cloud Voice: 4 Essentials for 2026

IT leaders overhaul RFPs for global cloud voice, prioritizing outcomes, reach, expertise and control in a Microsoft Teams-first world.

By Zach Bennett • 4 min read • Wed, 28th Jan 2026

Unified Communications

CommBox unveils Era AI Voice to transform call centres

CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.

By Sofiah Nichole Salivio • 3 min read • Wed, 28th Jan 2026

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

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

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

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

Stories from Other Regions

Call centre stories

Software-as-a-Service

David Owasi on turning missed calls into an AI business

After losing his job, David Owasi grew OutreachGenius into an AI call-handler for trades - and now has his sights set on space technology.

By Jake MacAndrew • 4 min read • Thu, 5th Feb 2026

Customer Relationship Management

Calabrio unveils unified view for human & AI agents

Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.

By Mark Tarre • 4 min read • Thu, 29th Jan 2026

Unified Communications

TELUS, RingCentral boost Business Connect with AI tools

TELUS and RingCentral will infuse Business Connect with AI assistants, receptionists and insights tools, rolling out to users in early 2026.

By Mark Tarre • 3 min read • Thu, 29th Jan 2026

Unified Communications

Defence renews Kinetic IT deal for ICT & base support

Australia's Defence Department renews Kinetic IT deal, expanding ICT service desk and switchboard support to a national base contact centre.

By Mark Tarre • 3 min read • Wed, 28th Jan 2026

Unified Communications

GoTo boosts automotive platform with AI & Tekion link

GoTo adds AI Receptionist, deeper Tekion links and real-time reporting to its automotive platform to cut missed calls and speed service.

By Shannon Williams • 4 min read • Fri, 23rd Jan 2026