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Berita CX

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Luware Launches CRM Client for Microsoft Teams Contact Centres

Luware has released a CRM-embedded client for its Microsoft Teams contact centre platform, letting agents handle customer calls without switching into a separate Teams window.

11 Oct 2026 · 2 min read

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Gartner: AI Bots to Cut Contact Centre Labor Costs $80BN in 2026

Gartner forecasts AI-powered bots will remove $80 billion from contact centre agent labour costs in 2026, as conversational AI shifts from pilot projects to mainstream deployment.

11 Oct 2026 · 2 min read

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Netcall adds AI tools to Liberty Spark for process knowledge

Netcall has added three AI capabilities to Liberty Spark that capture institutional process knowledge, make it searchable, and turn approved requirements into working applications.

10 Oct 2026 · 2 min read

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stc Bahrain launches Bayan contact centre at LEAP 2026

stc Bahrain unveiled Bayan at LEAP 2026, billed as the Kingdom's first fully integrated next-generation contact centre unifying customer service channels into one platform.

8 Sept 2026 · 2 min read

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Fusion Connect Launches AI CCaaS Platform With Flat-Fee Pricing

Fusion Connect has launched an AI-powered contact-centre-as-a-service platform priced on a flat fee rather than usage-based billing, aiming to make AI-driven CX adoption more predictable to budget for.

7 Sept 2026 · 2 min read

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Omilia Raises $67M to Scale Conversational AI Support Platform

Conversational AI firm Omilia has secured $67 million to expand its customer support platform, underscoring continued investor interest in AI-driven contact centre technology.

6 Sept 2026 · 2 min read

Terkini

3 Sept 2026Customer Service AI May Make People Talk More Like Machines 2 Sept 2026US contact centre agent jobs to fall 350,000 by 2031: Forrester 1 Sept 2026McDonald's CEO: Execution Issues, Not Prices, Hit US Traffic 25 Aug 2026TTEC Wins $21M IRS Contract to Modernise Contact Centre Tech 23 Aug 20268x8 Embeds Krisp Voice AI Into Contact Center Platform 23 Aug 2026Poor Service Drives Nearly 30% of Consumers to Quit Brands 22 Aug 20268x8 Extends AI Tools Beyond Contact Centre to Full CX Platform 21 Aug 2026Avaya hires new CEO 20 Aug 2026Agoda Blends AI and Human Agents in Customer Service Strategy 19 Aug 2026Bank of America Rolls Out Generative AI for Customer Service Reps 15 Aug 2026Agentic AI set to expand beyond contact centres into HR, ops 14 Aug 2026AI Customer Service Loyalty Highest Among Older Consumers: Parloa

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