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NiCE opens ANZ event as contact centres rethink AI
Digital Transformation

NiCE opens ANZ event as contact centres rethink AI

Australian contact centres are replacing early AI tools rather than dropping them, with chatbots still the top investment priority over the next 12 months.

By Mark Tarre • 4 min read • Thu, 27th Aug 2026
8x8 adds Krisp voice AI tools to contact centre suite
Unified Communications

8x8 adds Krisp voice AI tools to contact centre suite

Cleaner audio and multilingual support should help 8x8 customers improve call quality as remote and cross-border support grows more common.

By Sean Mitchell • 3 min read • Mon, 24th Aug 2026
Bluecrest boosts contact centre with NiCE AI platform
Software-as-a-Service

Bluecrest boosts contact centre with NiCE AI platform

Annual savings of GBP £250,000 and a 94% answer rate followed a shift to AI transcription and analytics across Bluecrest's service lines.

By Sofiah Nichole Salivio • 3 min read • Wed, 19th Aug 2026
TP named visionary leader in Asia-Pacific Frost Radar
Digital Transformation

TP named visionary leader in Asia-Pacific Frost Radar

Asia-Pacific customer experience providers are under pressure to prove AI delivers measurable gains, with TP scoring highest on innovation and growth.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 7th Aug 2026
8x8 revenue hits record as AI adoption more than doubles
Software-as-a-Service

8x8 revenue hits record as AI adoption more than doubles

Customer use of 8x8's AI tools jumped 121% year on year, helping drive record first-quarter revenue and a fifth straight quarter of growth.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 6th Aug 2026
8x8 expands AI tools across business beyond contact centre
Unified Communications

8x8 expands AI tools across business beyond contact centre

The move aims to help firms scale AI beyond siloed contact centres, as most organisations still struggle to deploy it across the enterprise.

By Joseph Gabriel Lagonsin • 4 min read • Sat, 1st Aug 2026
8x8 launches AI Routing for broader customer service
Software-as-a-Service

8x8 launches AI Routing for broader customer service

Customer queries can now be directed to experts beyond the contact centre, as 8x8's new tool uses data to match issues in real time.

By Mark Tarre • 4 min read • Thu, 25th Jun 2026
8x8 boosts workforce management adoption with free tools
Software-as-a-Service

8x8 boosts workforce management adoption with free tools

Mid-sized contact centres can now cut spreadsheets and manual scheduling as 8x8 folds workforce management into its platform at no extra charge.

By Joseph Gabriel Lagonsin • 4 min read • Tue, 16th Jun 2026

Stories from Other Regions

Speech analytics stories

MaxContact launches Auto QA amid FCA compliance gap
Customer Experience

MaxContact launches Auto QA amid FCA compliance gap

More than half of UK contact centre managers have found compliance breaches outside routine checks, heightening FCA scrutiny risks for firms.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Tollring & ROGER365.io seal Microsoft Teams alliance
Software-as-a-Service

Tollring & ROGER365.io seal Microsoft Teams alliance

Microsoft Teams users will get contact centre, recording and analytics tools in one workflow, with compliance benefits for regulated firms.

By Sofiah Nichole Salivio • 4 min read • Last month
Probe Group wins ISO 42001 AI certification across brands
Data Protection

Probe Group wins ISO 42001 AI certification across brands

Clients in regulated sectors may benefit from lower AI compliance risk after Probe Group completed independent certification across all its brands.

By Joseph Gabriel Lagonsin • 4 min read • Last month
AI adoption rises as Australian firms mine contact data
Data Analytics

AI adoption rises as Australian firms mine contact data

Businesses can uncover hidden service failures and improve customer loyalty by analysing contact centre interactions at scale with AI.

By Phong Bui • 4 min read • Wed, 26th Aug 2026
Currys rolls out NiCE software to unify customer service
Digital Transformation

Currys rolls out NiCE software to unify customer service

The overhaul is lifting satisfaction and cutting complaints as Currys handles nearly 6 million support contacts a year across its retail network.

By Mark Tarre • 4 min read • Thu, 13th Aug 2026
Australian customer service still leans on phone calls
Digital Transformation

Australian customer service still leans on phone calls

Longer waits and higher costs are weighing on Australian contact centres as most customer queries still arrive by phone, research shows.

By Sean Mitchell • 4 min read • Tue, 28th Jul 2026
Icana.AI CallCoach lifts Finance One compliance checks
Data Protection

Icana.AI CallCoach lifts Finance One compliance checks

Full-call analysis has lifted Finance One's compliance and coaching performance, after the lender reviewed more than 300,000 customer calls.

By Karen Joy Bacudo • 3 min read • Mon, 27th Jul 2026
Qorden launches multilingual video call translation platform
Unified Communications

Qorden launches multilingual video call translation platform

The service targets international meetings by translating speech, captions and chat in real time across 33 languages with 97% accuracy.

By Sofiah Nichole Salivio • 3 min read • Wed, 1st Jul 2026
The hardest job in CX just got legal protection. Is your centre ready?
Customer Experience

The hardest job in CX just got legal protection. Is your centre ready?

Australian contact centres now face tougher scrutiny as psychosocial risk rules make workload design a legal issue, not just an HR one.

By Kate Zawerucha • 6 min read • Tue, 9th Jun 2026