Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced it has acquired Pinkfish, a leading agentic orchestration workflow company. Continue reading Genesys Acquires Pinkfish to Accelerate the Future of Autonomous Customer Experience
British Airways reopens Newcastle contact centre following £17 million investment
British Airways has opened its doors, and phonelines, to its refreshed Newcastle contact centre after a huge £17 million refurbishment, showing the airline’s long-term commitment to its presence the North East. Continue reading British Airways reopens Newcastle contact centre following £17 million investment
L&G expands Microsoft collaboration to accelerate AI enablement and transform CX
Legal & General (L&G) has announced a significant expansion of its relationship with Microsoft, entering a new three-year agreement to support delivery of its digital strategy. Continue reading L&G expands Microsoft collaboration to accelerate AI enablement and transform CX
Krisp Launches Voice Security and Speech Analytics to Give Contact Centres Full Governance of the Voice Channel
Krisp, the Voice AI company processing more than 80 billion voice minutes monthly, today announced two new capabilities for contact centres: Voice Security and Speech Analytics. Together, they give contact centres full-spectrum governance of the voice channel: the security to protect every interaction in real time, and the intelligence to know what is happening on every call. Continue reading Krisp Launches Voice Security and Speech Analytics to Give Contact Centres Full Governance of the Voice Channel
Five9 Research: AI Adoption in CX Hits 92%, But Consumer Trust Still Depends on Human Support
Five9, provider of the Intelligent CX Platform, released its 2026 Business Leaders Customer Experience Report, uncovering how organizations are moving from AI experimentation to execution in customer experience. Continue reading Five9 Research: AI Adoption in CX Hits 92%, But Consumer Trust Still Depends on Human Support
MoEngage Acquires Aampe to Bring 1:1 Agentic Decisioning to B2C Marketing Teams
MoEngage, the agentic customer data and engagement platform trusted by more than 1,350 consumer brands globally, announced the acquisition of San Francisco-headquartered Aampe, an AI infrastructure company that provisions a dedicated, autonomous AI agent for every individual customer of a brand. Continue reading MoEngage Acquires Aampe to Bring 1:1 Agentic Decisioning to B2C Marketing Teams