All Contact centre articles
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OperationsVodafone infuses AI live translation into European call centres
Operator teams up with CAMB.AI to expand live translation software across European call centre footprint. The tie-up sees Vodafone continue to integrate AI systems within its call centres, aiming to accelerate complaint resolution and improve customer experience.
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Strategy & ChangeCapita: rewired for agentic AI, and inviting telcos onboard
Interview: With hyperscaler alumni now at the helm and Snowflake Intelligence embedded in its AI Catalyst Stack, Capita is betting that agentic will redraw the economics of the contact centre. Chief AI & Product Officer Sameer Vuyyuru explains why telcos should be watching closely.
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Network & InfraGamma’s Edge Migrate: turning the UK’s PSTN switch-off into a strategic channel opportunity
Interview: As of February 2027, PSTN will be no more in the UK, but there remain millions of legacy connections. Gamma has deployed its Edge Migrate service to help partners convert a foreboding migration challenge into an enhanced upsell opportunity for voice and security. Learn more…
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Strategy & ChangeAge of outcomes: Gamma empowering SPs with global expansion, portfolio diversification
As turn-of-the-decade markets mature, communications platform provider Gamma is charting a new course for its service provider partners, leveraging strategic expansion into Asia-Pacific and promoting portfolio diversification to differentiate and unlock new revenue streams.
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InterviewDeutsche Telekom’s Abrahamson keeps firm hand on AI ‘fire hose’
Jonathan Abrahamson says the speed of AI-related developments can feel overwhelming, but DT keeps its focus on selecting and solving the key problems.
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Products & ServicesVodafone expands RingCentral deal to ‘new regions’
South America, Middle East, Africa, and more in Vodafone Business sights under newly expanded RingCentral partnership.
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Products & ServicesVodafone’s TOBi chatbot gets a generative AI makeover from Microsoft
Vodafone reveals early progress with applying GenAI to advance customer experience transformation as part of strategic tie-up with Microsoft.
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Analyst BriefingBTwatch Weekly: Adastral refocused as Networks domain; One Touch Switch Glitch; Biz boosters…
Latest from BT ecosystem: reassurance that R&D hub remains critical to Group operations; slammed again over One Touch Switch delays; Broadpeak, Sprinklr join roster; Business boasts renewal; and much more…
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OperationsMovistar to close last of its call centres in Spain
Operator initiates restructuring exercise to close four remaining customer contact centres, in the face of falling demand for telephone customer service channel.
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OperationsDT consolidates European contact centre infrastructure
Group selects Sprinklr’s AI-powered contact centre-as-a-service.
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Strategy & ChangeAtento goes private as transformation plan remains ‘on track’
Telefónica-linked customer relationship service provider delisted from NYSE after market cap underperformance.
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PremiumBT builds on ServiceNow ties with contact centre collab
BT extends partnership with IT simplification ally to provide Business services.
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Strategy & ChangeTelekom Deutschland to change tariffs in fight against ‘cheap is cool’ mentality
TDE Sales & Service lead Ferri Abolhassan says tariffs will be restructured later this year. Customer satisfaction a priority, with service identified as a key differentiator.
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M&AFormer Telefónica business Atento seeks sale — reports
LatAm contact centre operator hires Goldman Sachs to advise on options, with sale on the table, according to Bloomberg. Telefónica partner and former subsidiary sees share price spike on news.
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Partnerships & AlliancesVodafone tools up for data-driven future
Group is deploying tools from Mehrwerk and Qlik to help implement its ‘digital first’ strategy. VodafoneZiggo is using Qlik Sense to turn its workforce into ‘data-driven employees’.
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PremiumBT Cloud Work seeks to allay Zoom security concerns
BT Enterprise cloud communications offering from RingCentral uses Zoom technology for video conferencing. Zoom’s widely publicised security incidents might put off business customers, but BT assures that its platform is designed to avoid such risks.
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Products & ServicesBT enhances cloud phone platform with RingCentral
RingCentral-based unified comms service is given bigger remit and brand refresh.
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PremiumElsewhere in BT Enterprise: ContactEngine partnership gets praise
Innovation leader Millard stresses enthusiasm for automation and digitisation in customer support.
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M&AVolaris acquires Vodafone vendor Collab
Volaris Group acquired Vodafone vendor Soluções Informáticas de Comunicação e Colaboração (Collab).
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PremiumBT faces PR problems as workers worry
BT faces PR backlash over coronavirus response after allegations that social distancing measures were flaunted.