Acquisitions & Mergers

Startek® and CCI Global complete merger, creating a global leader in Human Augmented AI

Startek®, a digital-first global CX solutions provider, announced the successful completion of its merger with CCI Global. This union creates a new industry leader built on a singular vision: delivering human-centric, AI-led customer experience at scale. Continue reading Startek® and CCI Global complete merger, creating a global leader in Human Augmented AI →

Technology

Khoros Launches Aurora AI: A New Dawn for Enterprise Community

Less than one year since being acquired by IgniteTech, Khoros announced Aurora AI, an AI-native reimagining of the Khoros Community platform. Aurora AI is not an upgrade. It is a new platform that uses AI to handle support, product feedback and keep customer communities active without manual moderation. Continue reading Khoros Launches Aurora AI: A New Dawn for Enterprise Community →

Market Research

Nearly One-Third of Contact Centre Agents Plan to Quit as Agent Experience Falls Short

Despite advances in AI and automation, contact centre agents remain frustrated by high volumes of manual, repetitive tasks and poor work-life balance. Nearly one-third of agents (31%) surveyed say they are likely to leave their current role within the next six months. But there’s a clear path forward: applying AI directly to agent workflows. Continue reading Nearly One-Third of Contact Centre Agents Plan to Quit as Agent Experience Falls Short →