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 →

Technology

Adobe and Jet2 Partner to Deliver Agentic AI-Powered Personalised Experiences to Millions of Jet2 Holidaymakers

Adobe — the global technology leader that unleashes creativity, productivity and customer experiences through innovative tools and platforms — and Jet2, the UK’s largest tour operator and third largest airline, have announced a multi-year strategic partnership set to redefine the holiday experience for millions of customers. Continue reading Adobe and Jet2 Partner to Deliver Agentic AI-Powered Personalised Experiences to Millions of Jet2 Holidaymakers →

Partnerships

Talkdesk and Microsoft expand partnership to accelerate AI automation for enterprise contact centers

Talkdesk®, Inc. announced an expanded strategic partnership with Microsoft that enables organizations to purchase Talkdesk Customer Experience Automation (CXA) using existing Microsoft Azure commitments, drastically simplifying procurement and accelerating time-to-value. Continue reading Talkdesk and Microsoft expand partnership to accelerate AI automation for enterprise contact centers →