NiCE announced that Openreach, a unit of BT Group, has deployed proactive AI agents from NiCE Cognigy to redesign customer engagement across 15 million customer journeys during one of the UK’s largest digital infrastructure transformation programs. Continue reading Openreach Uses NiCE Cognigy AI Agents to Upgrade UK Broadband Deployment
Five9 Appoints Jay Lee as Chief Marketing and Growth Officer
Five9, provider of the Intelligent CX Platform, announced the appointment of Jay Lee as Chief Marketing and Growth Officer, effective April 6, 2026. Continue reading Five9 Appoints Jay Lee as Chief Marketing and Growth Officer
26North to acquire cloud communications firm Intermedia
26North Partners LP (“26North”) announced that its affiliates have entered into a definitive agreement to acquire Intermedia Intelligent Communications (“Intermedia”), a leading global provider of AI-powered cloud communications, collaboration and customer engagement solutions, from funds managed by Madison Dearborn Partners. Continue reading 26North to acquire cloud communications firm Intermedia
Netzon Group Expands with Acquisition of CPM CX Centre
Netzon Group announced the acquisition of CPM CX Centre Business unit, taking an important step in strengthening its position as a global provider of customer experience solutions. Continue reading Netzon Group Expands with Acquisition of CPM CX Centre
Serco to Deliver Major £63m Contact Centre for Key UK Government Services
Serco has signed a £63m contract to deliver a UK based contact centre for customers contacting HM Passport Office (HMPO), UK Visas and Immigration (UKVI) and the Ministry of Justice (MoJ). Continue reading Serco to Deliver Major £63m Contact Centre for Key UK Government Services
GetVocal Introduces Control Center to Help Enterprises Scale AI Across 90 Percent Plus of Customer Conversations
GetVocal, Europe’s leading provider of conversational AI agents for enterprise customer support, announced the launch of its Control Center, a human-AI operations interface designed to help enterprises scale customer experience (CX) automation while maintaining trust, compliance, and full human oversight. Continue reading GetVocal Introduces Control Center to Help Enterprises Scale AI Across 90 Percent Plus of Customer Conversations