Telephony stories

Twilio unveils embeddable Flex contact centre tools for web apps, adding Salesforce voice support, enhanced reporting and new pricing.

8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.

Hexaware launches Agentverse, a governed AI agent platform with 600+ prebuilt agents to scale automation across enterprise operations.

Sinch launches Voice Relay, linking text-based AI agents to live calls to streamline customer support on its expanded global voice network.

Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.

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

CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.

Odigo's takeover of Akio deepens its ALE Connect alliance with Alcatel-Lucent Enterprise, accelerating hybrid CCaaS and agentic AI innovation.

Salesforce and Google deepen AI partnership with Agentforce 360, integrating Gemini Enterprise to boost productivity and streamline workflows across Google Workspace.

Zoom and Mitel have unveiled a new hybrid communication solution that merges Zoom's collaboration features with Mitel's telephony systems, catering to enterprises' evolving needs.

Alcatel-Lucent Enterprise has won the Best Use of Telephony / Unified Communications in Cloud Computing at the 2024/25 Cloud Awards, showcasing excellence in innovation.