Telephony stories
High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.
Mid-sized contact centres can now cut spreadsheets and manual scheduling as 8x8 folds workforce management into its platform at no extra charge.
Certified resellers stand to gain simpler rebates and stronger margins as the vendor shifts partner benefits through distributors and adds technical training.
Android users will be warned when a saved contact's call appears spoofed, as Google moves to curb rising impersonation scams.
Workers in noisy offices will get clearer calls from a binaural headset built for speech, with noise reduction and multipoint Bluetooth.
Businesses can now keep customer conversations seamless as Quiq adds live voice support and a new brand identity for its service platform.
The funding will help Vapi scale its voice AI platform as enterprise demand surges and more than 1 billion calls flow through its agents.
The update could help smaller firms handle more customer enquiries without adding staff, as RingCentral adds SMS, WhatsApp and queue support.
Businesses can now embed contact centre functions into apps as Twilio adds a Flex SDK, Salesforce Voice integration and new pricing.
Businesses can now build AI agents without specialist developers, as 8x8 rolls out early access to its Studio on the customer experience platform.
Hexaware launches Agentverse, a governed AI agent platform with 600+ prebuilt agents to scale automation across enterprise operations.
Sinch launches Voice Relay, linking text-based AI agents to live calls to streamline customer support on its expanded global voice network.
Call handling has been centralised in Microsoft Teams, with NSWRL reporting a 17-second average wait after the switch.
Android users will get a warning when a supposedly familiar caller may be spoofed, as deepfake-enabled scams rise.
British firms could face costly disruption if they delay modernising communications before the PSTN switch-off on 31 January 2027.
Pure Cloud Solutions will keep its brand and leadership as the deal gives Your.Cloud a bigger foothold in the UK managed services market.
Hospital patients still rely on phone lines for urgent care updates, leaving trusts wary of telephony changes as the PSTN switch-off looms.
NHS telecoms overhaul exposes hidden legacy risks as PSTN retirement and pandemic pressures force trusts to confront fragile systems.
'Good enough' voice tools quietly drain time, frustrate staff and erode service, as hidden frictions multiply across calls, teams and offices.
Britannic and Vocala launch NetX SmartLink to give fleet-managed Alexa devices dedicated UK numbers and fully two-way calling.
.webp)
