Calabrio, the workforce and conversation intelligence company, released findings from its latest Voice of the Agent Report, revealing an industry in the midst of profound change with a rising human-AI tension defining the modern contact centre. Continue reading Calabrio’s “Voice of the Agent” Report Finds the Modern Contact Centre Balancing Empathy and AI in a Time of Transition
TTEC Recognised as Enterprise Innovator in HFS Research’s Travel and Hospitality Service Provider Ecosystem, 2025 Report
TTEC Holdings, Inc., a leading global CX technology and services innovator for AI-enhanced CX, announced its recognition as an Enterprise Innovator in the newly published HFS Horizons: Travel and Hospitality Service Provider Ecosystem, 2025 report. Continue reading TTEC Recognised as Enterprise Innovator in HFS Research’s Travel and Hospitality Service Provider Ecosystem, 2025 Report
The DDC Group Unveils Advanced Agentic AI Platform
The DDC Group, an AI-first operations partner, announces the launch of the new DDC Evora™ agentic AI platform. This new offering introduces a new class of intelligent automation to the market, designed to transform customer engagement and operational efficiency for enterprises globally. Continue reading The DDC Group Unveils Advanced Agentic AI Platform
Medallia and Ada announce strategic partnership to unite customer intelligence with agentic AI
Medallia, the global leader in customer and employee experience, and Ada, the trusted AI-native customer experience company and creator of the AI Customer Experience (ACX) operating model, announced a strategic partnership and joint solution that unifies Ada’s system of real-time, AI-powered action with Medallia’s deep omnichannel customer experience and operational intelligence. Continue reading Medallia and Ada announce strategic partnership to unite customer intelligence with agentic AI
Ogi Transforms Customer Experience with Route 101 Unified Platform
Route 101, a leading technology systems integrator and cloud contact-centre specialist, has announced the successful deployment of an integrated customer-experience solution for Ogi, Wales’s leading broadband provider. Continue reading Ogi Transforms Customer Experience with Route 101 Unified Platform
Crescendo’s New AI Shopping Assistant Converts at 2-4X Industry Average
At NRF 2026, Crescendo announced the launch of its Multimodal AI Shopping Assistant on the Shopify App Store, with chat-to-order conversion rates as high as 58% — roughly four times the industry benchmark of 5-15%. The result transforms chat from a support cost centre into a primary revenue channel, as the same AI that resolves questions can seamlessly guide customers to the right product in the moment. Continue reading Crescendo’s New AI Shopping Assistant Converts at 2-4X Industry Average