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Beyond technology: How leadership drives contact centre performance
Unified Communications

Beyond technology: How leadership drives contact centre performance

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

By Ed Creasey • 5 min read • Mon, 23rd Feb 2026
RingCentral taps OpenAI to power live AI voice calls
Unified Communications

RingCentral taps OpenAI to power live AI voice calls

RingCentral integrates OpenAI's GPT-5.2 to power live AI voice calls, launching new assistants to support customers and employees in real time.

By Catherine Knowles • 3 min read • Fri, 20th Feb 2026
MaxContact Australia rebrands as Kaizn in CX advisory pivot
Customer Relationship Management

MaxContact Australia rebrands as Kaizn in CX advisory pivot

MaxContact Australia has rebranded as Kaizn, shifting focus to independent CX and contact centre advisory across Australia and New Zealand.

By Shannon Williams • 4 min read • Fri, 20th Feb 2026
MYOB boosts contact centre insight with new analytics
Unified Communications

MYOB boosts contact centre insight with new analytics

MYOB links its CX platform with Customer Science analytics, automating reporting and lifting contact centre satisfaction and resolution rates.

By Sean Mitchell • 4 min read • Wed, 18th Feb 2026
NiCE report shows agentic AI transforming contact centres
Unified Communications

NiCE report shows agentic AI transforming contact centres

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

By Sean Mitchell • 4 min read • Tue, 17th Feb 2026
Newo raises USD $25m to scale AI reception platform
Software-as-a-Service

Newo raises USD $25m to scale AI reception platform

Newo raises USD $25m to grow AI voice agents that answer calls for small businesses, after revenue doubled late 2025 amid rising demand.

By Sean Mitchell • 4 min read • Fri, 13th Feb 2026
AI supercharges industrial-scale online romance scams
Fintech

AI supercharges industrial-scale online romance scams

AI-powered fraud rings industrialise online romance scams, fuelling USD $5.7 billion in losses and ushering in a 'dark age' for victims.

By Mark Tarre • 5 min read • Wed, 11th Feb 2026
Melissa boosts global phone data with real time checks
Unified Communications

Melissa boosts global phone data with real time checks

Melissa's global phone verification delivers real-time accuracy, fraud protection and compliance, turning unreliable phone data into growth.

By Bobby Joseph • 4 min read • Thu, 5th Feb 2026
Oracle unveils AI agentic platform for retail banks
Unified Communications

Oracle unveils AI agentic platform for retail banks

Oracle launches an AI agent platform for retail banks, blending autonomous agents and human oversight to automate and personalise services.

By Sofiah Nichole Salivio • 3 min read • Wed, 4th Feb 2026
Genspark expands AI call agent globally with Twilio
Customer Experience

Genspark expands AI call agent globally with Twilio

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

By Mark Tarre • 3 min read • Tue, 3rd Feb 2026
Exposing the risks of customer churn using a connected graph
Customer Relationship Management

Exposing the risks of customer churn using a connected graph

Australian firms are using connected graphs to uncover hidden churn risks, predicting departures earlier and sharpening loyalty strategies.

By Peter Philipp • 5 min read • Wed, 28th Jan 2026
Building a Smarter RFP for Global Cloud Voice: 4 Essentials for 2026
Unified Communications

Building a Smarter RFP for Global Cloud Voice: 4 Essentials for 2026

IT leaders overhaul RFPs for global cloud voice, prioritizing outcomes, reach, expertise and control in a Microsoft Teams-first world.

By Zach Bennett • 4 min read • Wed, 28th Jan 2026

Stories from Other Regions

Call centre stories

8x8 adds AI tools to contact centre and WhatsApp CX
Unified Communications

8x8 adds AI tools to contact centre and WhatsApp CX

8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.

By Kaleah Salmon • 4 min read • Thu, 19th Feb 2026
David Owasi on turning missed calls into an AI business
Software-as-a-Service

David Owasi on turning missed calls into an AI business

After losing his job, David Owasi grew OutreachGenius into an AI call-handler for trades - and now has his sights set on space technology.

By Jake MacAndrew • 4 min read • Thu, 5th Feb 2026
Calabrio unveils unified view for human & AI agents
Customer Relationship Management

Calabrio unveils unified view for human & AI agents

Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.

By Mark Tarre • 4 min read • Thu, 29th Jan 2026
TELUS, RingCentral boost Business Connect with AI tools
Unified Communications

TELUS, RingCentral boost Business Connect with AI tools

TELUS and RingCentral will infuse Business Connect with AI assistants, receptionists and insights tools, rolling out to users in early 2026.

By Mark Tarre • 3 min read • Thu, 29th Jan 2026
Defence renews Kinetic IT deal for ICT & base support
Unified Communications

Defence renews Kinetic IT deal for ICT & base support

Australia's Defence Department renews Kinetic IT deal, expanding ICT service desk and switchboard support to a national base contact centre.

By Mark Tarre • 3 min read • Wed, 28th Jan 2026