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

Tata Communications acquires 51% stake in Commotion to enhance AI-driven customer interaction solutions across its global digital platforms.

Talkdesk launches CXA platform using autonomous AI agents to streamline and personalise customer journeys, aiming to transform CX across industries.

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.

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.

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

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

Forrester has named NICE a Leader in Contact Centre as a Service (CCaaS) in a new report for the first quarter of 2023.

NICE has announced that CXone has more than one million agents and supervisors using the complete breadth of its functionality.

NICE CXone is once again positioned highest for customer impact for technology excellence in Quadrant Knowledge Solutions' assessment of CCaaS solutions.

Zoom launches Zoom Contact Center and Zoom Virtual Agent in Australia and New Zealand to improve customer communication at scale.

NICE Enlighten AutoSummary delivers smart, automated agent interaction summaries using AI to automatically identify critical tasks, contact reasons and actions.

Cloud plays a vital role in preparing businesses for the future, and its benefits are undeniable - so what's the catch?.

At the Gartner IT Symposium/Xpo, Avaya is showcasing solutions to enable organisations to turn every moment with customers into momentum for their businesses.

NICE receives top scores for Digital Customer Service Centre in Gartner's 2022 Critical Capabilities for CCaaS report.

Silver Spring Pathfinder (SSP) has used Avaya technology to provide employment opportunities for disadvantaged Singaporeans.

The upgraded partnership will enable organisations to innovate easily without the need for operationally disruptive technology replacement initiatives.