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
Capita to sell Private Sector Contact Centre Business to Inspirit Capital
Capita plc announces that it has agreed to sell its private sector contact centre1 business to Inspirit Capital. This is a continuation of the strategic simplification of the Group, focusing on areas where we deliver complex, differentiated middle and back-office services in large growing markets where demand for technology-enabled transformation is accelerating. Continue reading Capita to sell Private Sector Contact Centre Business to Inspirit Capital
Vonage and ServiceNow Expand their Partnership
Vonage, part of Ericsson, announced the launch of its native integration with ServiceNow Voice, built on the ServiceNow AI Platform, embedding enterprise-grade voice and real-time AI capabilities directly into ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) workflows for Vonage Contact Center (VCC) customers. Continue reading Vonage and ServiceNow Expand their Partnership
Ada Study Finds Consumers Prefer “Always-On” AI Customer Service, But Only When It Can Successfully Resolve Their Issue
Ada, the trusted AI-native customer experience company and creator of the Agentic Customer Experience (ACX) Operating Model, released a dual-sided primary research study exploring consumer sentiment toward AI customer service as well as trends and obstacles in enterprise ACX adoption. Continue reading Ada Study Finds Consumers Prefer “Always-On” AI Customer Service, But Only When It Can Successfully Resolve Their Issue
Orange Business extends its Live Intelligence platform to support enterprises with trusted AI agents
Orange Business announced the launch of Live Intelligence Studio, a new capability within its Live Intelligence platform designed to help organizations step into the Agentic AI era. The platform enables enterprises and public sector organizations to design, deploy and govern autonomous AI agents securely within its trusted infrastructure. Continue reading Orange Business extends its Live Intelligence platform to support enterprises with trusted AI agents