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Aryza acquires Umbrella Tech in AI collections push
Software-as-a-Service

Aryza acquires Umbrella Tech in AI collections push

The deal gives lenders round-the-clock voice automation in more than 100 languages, aiming to cut costs and improve compliance in collections.

By Karen Joy Bacudo • 3 min read • Last month
Tollring unveils AI tools for customer conversation analysis
Unified Communications

Tollring unveils AI tools for customer conversation analysis

Businesses can now review every call for compliance and service issues as Tollring adds AI tools that analyse customer conversations at scale.

By Joseph Gabriel Lagonsin • 3 min read • Last month
Qualtrics named Leader in 2026 Gartner VoC Quadrant
Unified Communications

Qualtrics named Leader in 2026 Gartner VoC Quadrant

Qualtrics again tops Gartner's 2026 Voice of the Customer rankings, leading on execution, vision and AI-driven experience agents.

By Sofiah Nichole Salivio • 3 min read • Fri, 13th Mar 2026
AI-era contact centres become strategic CX data hubs
Customer Relationship Management

AI-era contact centres become strategic CX data hubs

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

By Martyn Riddle • 5 min read • Thu, 5th Mar 2026
Oracle unveils AI agentic platform for retail banks
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
AI-backed Triple Zero, 111 calls win public support
Data Protection

AI-backed Triple Zero, 111 calls win public support

Most Australians and New Zealanders back AI to boost Triple Zero and 111 call handling, though doubts remain over agencies' data use.

By Sean Mitchell • 4 min read • Thu, 11th Dec 2025
Zoom enhances AI Companion capabilities for improved productivity
Generative AI

Zoom enhances AI Companion capabilities for improved productivity

Zoom enhances the capabilities of its AI Companion to boost productivity, communication and inclusivity across its platform, introducing new features and capabilities.

By Catherine Knowles • 3 min read • Fri, 2nd Feb 2024
Video: 10 Minute IT Jams - Enghouse Interactive on the latest contact centre trends
Unified Communications

Video: 10 Minute IT Jams - Enghouse Interactive on the latest contact centre trends

Today we're highlighting Enghouse Interactive, a company that strives to be one of the world's leading providers of contact centre technologies.

By Sara Barker • 7 min read • Thu, 18th Mar 2021
How speech analytics can improve outcomes in the contact centre
Customer Relationship Management

How speech analytics can improve outcomes in the contact centre

Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.

By Ross Telfer • 3 min read • Mon, 5th Mar 2018

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Speech analytics stories

Turning practical AI use cases into measurable impact
Unified Communications

Turning practical AI use cases into measurable impact

Contact centres are using AI to cut admin, explain demand spikes and help agents, with savings and faster resolutions already visible.

By Richard Hall • 4 min read • Last month
FICO urges banks to spot vulnerable customers earlier
Data Analytics

FICO urges banks to spot vulnerable customers earlier

Dynamic profiling could give lenders around 40 days' warning of financial strain, as unemployment rises and FCA scrutiny on vulnerable customers grows.

By Sofiah Nichole Salivio • 4 min read • Tue, 31st 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
Calabrio unveils unified view for human & AI agents
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
Simwood debuts on-net AI agents for carriers, MSPs
Software-as-a-Service

Simwood debuts on-net AI agents for carriers, MSPs

Simwood launches on-net conversational AI agents for carriers and MSPs, embedding voice and WhatsApp bots directly into UCaaS networks.

By Kaleah Salmon • 3 min read • Thu, 22nd Jan 2026
Regulated firms warned to leverage tech or risk falling behind
Unified Communications

Regulated firms warned to leverage tech or risk falling behind

UK regulated firms urged to embrace technology for compliance, or risk falling behind as stricter rules and customer expectations reshape industries.

By Shannon Williams • 3 min read • Sun, 21st Sep 2025
MSI Reproductive Choices & IPI push digital transformation forward
DevOps

MSI Reproductive Choices & IPI push digital transformation forward

MSI Reproductive Choices partners with IPI for an extensive digital transformation, driving up client interaction by 23%, modernising staff management, and promoting remote working.

By Kaleah Salmon • 3 min read • Wed, 10th Jan 2024