TechDay New Zealand - Aotearoa's technology news network

Call centre Stories - Page 4

Global Stories

Call centre stories

8x8 launches AI Studio for customer experience agents
Software-as-a-Service

8x8 launches AI Studio for customer experience agents

Businesses can now build AI agents without specialist developers, as 8x8 rolls out early access to its Studio on the customer experience platform.

By Catherine Knowles • 4 min read • Wed, 15th Apr 2026
Infobip launches AgentOS platform, targets agentic AI shift
Unified Communications

Infobip launches AgentOS platform, targets agentic AI shift

The new system aims to help businesses turn stalled generative AI pilots into measurable returns by unifying customer data and oversight.

By Sean Mitchell • 3 min read • Tue, 14th Apr 2026
8x8 wins Gold for Engage at New York design awards
Software-as-a-Service

8x8 wins Gold for Engage at New York design awards

Customer-facing staff may handle chats and calls more easily after 8x8 Engage won Gold at the NY Product Design Awards.

By Sean Mitchell • 3 min read • Sat, 11th Apr 2026
Synthflow appoints Matt Alexander as Channel Chief
Software-as-a-Service

Synthflow appoints Matt Alexander as Channel Chief

The hire signals a sharper push into overseas growth as the AI customer service software group deepens partnerships in the US and beyond.

By Sofiah Nichole Salivio • 3 min read • Fri, 10th Apr 2026
Minor Hotels unveils global AI platform with Google
Unified Communications

Minor Hotels unveils global AI platform with Google

The hotel group expects the new system to unify guest data and privacy controls across 640 properties, with full rollout due in 2026.

By Mark Tarre • 5 min read • Fri, 10th Apr 2026
Infobip embeds AI across operations at DevDays 2026
Unified Communications

Infobip embeds AI across operations at DevDays 2026

AI is now being woven into product development and internal workflows as the cloud communications group marks 20 years in business.

By Sean Mitchell • 4 min read • Mon, 6th Apr 2026
Eltropy adds AI tools for credit union banking tasks
Unified Communications

Eltropy adds AI tools for credit union banking tasks

Credit unions could cut call-centre traffic as Eltropy’s AI now verifies members and handles routine account tasks in one conversation.

By Joseph Gabriel Lagonsin • 4 min read • Sat, 28th Mar 2026
Broot.ai adds Vonage voice APIs for in-app CRM calling
Software-as-a-Service

Broot.ai adds Vonage voice APIs for in-app CRM calling

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

By Joseph Gabriel Lagonsin • 4 min read • Tue, 24th Mar 2026

Stories from Other Regions

Call centre stories

Motorola Solutions buys Hyper AI 911 call handling solution
Software-as-a-Service

Motorola Solutions buys Hyper AI 911 call handling solution

The deal could ease strain on understaffed call centres by automating routine non-emergency calls and redirecting escalations to 911 staff.

By Jake MacAndrew • 3 min read • Tue, 14th Apr 2026
Narwhal Labs raises GBP £20 million for DeepBlue OS
Software-as-a-Service

Narwhal Labs raises GBP £20 million for DeepBlue OS

The Bristol startup’s pay-as-you-use platform targets firms in regulated sectors that need to automate customer contacts without long deployments.

By Mark Tarre • 3 min read • Fri, 10th Apr 2026
Sprinklr adds AI copilots & controls in Spring '26 update
Unified Communications

Sprinklr adds AI copilots & controls in Spring '26 update

Enterprises using the platform will be able to test and monitor AI agents more closely as Sprinklr broadens automation across service, marketing and insights.

By Sean Mitchell • 4 min read • Wed, 8th Apr 2026
Cox Business launches AI contact centre with RingCentral
Customer Relationship Management

Cox Business launches AI contact centre with RingCentral

Businesses gain an AI-enabled contact centre with omnichannel support, as Cox Business broadens its portfolio beyond traditional telecoms services.

By Catherine Knowles • 3 min read • Thu, 2nd Apr 2026
Canals launches AI platform for wholesale distributors
Digital Transformation

Canals launches AI platform for wholesale distributors

The new system is aimed at cutting manual work for wholesalers by speeding invoice matching, order tracking and customer replies.

By Catherine Knowles • 4 min read • Thu, 2nd Apr 2026
ICS.AI launches AI reorganisation tool for councils
Unified Communications

ICS.AI launches AI reorganisation tool for councils

Councils facing a 2028 overhaul could cut transition time by up to 30% as the tool targets costly integration work before vesting day.

By Shannon Williams • 4 min read • Tue, 31st Mar 2026
SquadStack AI Adds Visual Intelligence to Sales Calls
Unified Communications

SquadStack AI Adds Visual Intelligence to Sales Calls

Redundant questions could fall as voice AI starts using product images and listing data to tailor sales calls before they begin.

By Joseph Gabriel Lagonsin • 3 min read • Fri, 27th Mar 2026
Docplanner rolls out AI voice booking agent with Twilio
Unified Communications

Docplanner rolls out AI voice booking agent with Twilio

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

By Catherine Knowles • 4 min read • Wed, 25th Mar 2026
Software developers top AI job-loss fears, study finds
Digital Transformation

Software developers top AI job-loss fears, study finds

Software developers top a new list of jobs workers fear AI will wipe out, as Reddit users fret over shrinking entry-level career paths.

By Sean Mitchell • 4 min read • Wed, 25th Mar 2026
P&N Group unifies bank service with Genesys, Salesforce
Customer Relationship Management

P&N Group unifies bank service with Genesys, Salesforce

Australia's P&N Group has adopted Genesys-Salesforce CX Cloud to unify P&N Bank and BCU Bank contact centres and cut admin for staff.

By Joseph Gabriel Lagonsin • 4 min read • Tue, 24th Mar 2026