Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson, has announced a new collaboration with Amazon Web Services (AWS) to integrate Amazon Nova Sonic, a speech-to-speech foundation model that enables more human-like voice conversations, with the Vonage Voice API. Continue reading Vonage Partners with AWS to Unveil AI Voice Agent Integration →

Who's Buying What?

MSC Cruises optimises global workforce management for its customer service operations with Peopleware

July 15, 2025 Sam Heggie-Collins

MSC Cruises, the world’s third largest cruise company, teamed up with software provider Peopleware to radically modernise the workforce management (WFM) for its global contact centre organisation. Continue reading MSC Cruises optimises global workforce management for its customer service operations with Peopleware →

Acquisitions & Mergers

Zendesk Announces Acquisition of HyperArc

July 15, 2025 Sam Heggie-Collins

Zendesk, a pioneer in Agentic AI-powered customer service, announced it has completed the acquisition of HyperArc, an AI-native analytics platform renowned for its proprietary HyperGraph engine and real-time GenAI-powered insights. Continue reading Zendesk Announces Acquisition of HyperArc →

Technology

Natterbox launches AI Assistants and AI Agents to resolve over 70% of customer queries

July 14, 2025 Sam Heggie-Collins

Natterbox, the AI-powered contact centre provider, launches AI Assistants and AI Agents – part of its dynamic AI workforce fully integrated into the world’s #1 CRM, designed to cut call queues, reduce costs, and free up human agents to focus on higher-value interactions that drive loyalty and growth. Continue reading Natterbox launches AI Assistants and AI Agents to resolve over 70% of customer queries →

Technology