Contact Centre-as-a-Service (CCaaS) stories

NICE and ServiceNow partner to launch an AI-powered platform by Q4 2025, uniting customer service and enterprise operations for faster, seamless fulfilment.

Genesys leads Forrester's Wave report for Q2 2025 in CCaaS platforms, excelling in AI, innovation, and strategy for customer experience solutions.

Zendesk has unveiled plans to acquire Local Measure, an Australian provider of voice solutions, enhancing its AI-powered services by 2025.

NICE has been recognised as a Customers’ Choice in the 2024 Gartner Peer Insights for Contact Center as a Service, marking its second accolade.

IPI is collaborating with Royal Holloway, University of London, to bolster its Contact Centre during the crucial Clearing and Confirmation period.

NICE has been named a Leader in the 2024 Gartner Magic Quadrant for Contact Centre as a Service, marking its tenth consecutive year in this position.

Genesys has appointed Albert Nel as Senior Vice President for APAC, bringing over 20 years of tech experience to spearhead sales strategies in the region.

RingCentral has acquired a PAN-India licence for its UCaaS and CCaaS offerings, enhancing opportunities for Australian firms in the Indian market.

AI will augment rather than replace UK and US contact centre agents until at least 2026, per Cavell's latest research, despite industry momentum around automation.

IPI unveils ElasticCX Service Recovery, a cloud-based solution aimed at enhancing Contact Centre resilience against IT outages, security breaches, and planned upgrades.

Only 32% of UK consumers see AI's potential to enhance customer service, while most are wary of its risks, a CCMA and Odigo study reveals.

Westcon-Comstor partners with AudioCodes to enhance Unified Communications as a Service (UCaaS) and Contact Centre as a Service (CCaaS) offerings, aiming to boost recurring revenues for their partners.

Cavell's new study reveals a growing trend of automation in customer experience strategies globally, with Western contact centres predicting a significant surge in automated solutions over the next three years.

Virtus Health plans a 5-year global implementation of the integrated RingCentral communication platform across its 62 sites, aiming to enhance patient experience and reduce business communication costs.

Southern Cross Credit Union (SCCU) partners with global cloud communications firm, Vonage, enhancing their customer support system in Australia by employing Vonage Fusion's UCaaS and CCaaS solutions.

Gamma Communications has strategically acquired international SMS and voice services provider, Coolwave Communications, bolstering its global presence and voice services.

Prophecy International partners with SOFTEL Communications to integrate emite analytics with SOFTEL's AI, significantly enhancing CX.

Juniper Research has revealed the winners of its Telco Innovation 2024 Future Digital Awards, lauding companies in mobile roaming, 5G and IoT.

The speed of artificial intelligence (AI) development - particularly generative AI - has caught most regulators and businesses around the world off guard.

Verint unveils next-generation contact centre as a service (CCaaS) transforming the contact centre landscape at the Engage 2023 customer conference.