UJET, a leading provider of AI-powered cloud contact centre solutions, released new research that shows mobile-friendly customer experiences (CX) (46%) now rank higher than AI-driven support (36%), empathetic human agent interactions (32%), and even shorter wait times (20%) in shaping consumer buying behaviour. Continue reading 67% of Retailers Haven’t Digitized Customer Service for Mobile Phone Era, UJET Report Finds
AI anxiety risks customer experience talent drain, report warns
The integration of AI into customer experience operations is causing anxiety among employees and pushing them to leave their roles, according to new research from ArvatoConnect. Continue reading AI anxiety risks customer experience talent drain, report warns
District Council contact centre shines in Mystery Shopper exercise
A mystery shopper exercise at South Cambridgeshire District Council’s Customer Contact Centre found 98% of advisors answered enquiries to a high standard. Continue reading District Council contact centre shines in Mystery Shopper exercise
VXI Continues to Expand Egypt Operations with New Contact Centre Seats
VXI Global Solutions, a leading provider of CX and BPO solutions, announced the addition of several hundred new contact centre seats in its delivery centre in Egypt, marking the latest period of expansion and growth at the site since its inauguration in March 2024. Continue reading VXI Continues to Expand Egypt Operations with New Contact Centre Seats
Decagon Raises $131M at $1.5B Valuation to Deliver Concierge Customer Experience with AI Agents
Decagon, the leader in conversational AI agents for customer experience, announced $131 million in series C funding, pushing its total funding to $231 million just one year after emerging from stealth. Continue reading Decagon Raises $131M at $1.5B Valuation to Deliver Concierge Customer Experience with AI Agents
Nurix AI Launches NuPlay, to Power Enterprise-Grade, Human-like Voice Agents
Nurix.ai, the agentic AI company transforming enterprise workflows, announced NuPlay, an interactive voice AI platform built to transform how enterprises engage with customers, streamline operations, and bring cost savings to their businesses. The platform automates over 80% of customer inquiries, while reducing support costs by more than 65%. Continue reading Nurix AI Launches NuPlay, to Power Enterprise-Grade, Human-like Voice Agents