Market Research

43% of Consumers Would Pay More for a Product that Guarantees Access to Human Support

Alchemer, a global leader in customer experience and feedback intelligence, released its 2026 AI & Customer Expectations Report. Based on a survey of 2,009 consumers, the report reveals a growing tension in how consumers want companies to use AI. Continue reading 43% of Consumers Would Pay More for a Product that Guarantees Access to Human Support →

Outsourcing

TTEC Government Solutions Awarded $21 Million Contract to Modernize IRS Contact Center Infrastructure

TTEC announced its public sector subsidiary, TTEC Government Solutions in conjunction with TTEC Digital, has been awarded a one-year, $21 million contract by the Internal Revenue Service (IRS) to provide contact centre enterprise infrastructure software and solutions. Continue reading TTEC Government Solutions Awarded $21 Million Contract to Modernize IRS Contact Center Infrastructure →

Who's Buying What?

Virgin Media O2 launches customer service AI voice agent on selected calls to make support faster and easier than ever before

Virgin Media O2 has launched a new AI voice agent to help customers get faster support with selected broadband fault queries, as part of its ongoing commitment to improving customer service and making it easier for people to get the help they need. Continue reading Virgin Media O2 launches customer service AI voice agent on selected calls to make support faster and easier than ever before →

Technology

Vonage Named a Major Provider in Newly Defined Intelligent Communications Experience (ICX) Category by Aragon Research

Vonage, a global leader in cloud communications, announced it has been named a Major Provider in the newly defined Intelligent Communications Experience (ICX) category by Aragon Research. Continue reading Vonage Named a Major Provider in Newly Defined Intelligent Communications Experience (ICX) Category by Aragon Research →

Q&A

Q&A: A legal right to talk to a human is useless unless the handoff works

Ireland has transposed the EU distance marketing directive through the European Union (Distance Contracts for Financial Services) Regulations 2026, giving consumers the right to request human intervention rather than having to rely solely on an automated system when they buy a financial product or service online or over the phone. Continue reading Q&A: A legal right to talk to a human is useless unless the handoff works →