contact center ai

Tendfor launched version 3.20 on June 5, 2026, for customer conversations in Microsoft Teams, adding AI evaluation, sentiment analysis, transcription, redesigned Teams and web clients, and operational tools that bring contact centre agents, reception staff, attendants, and supervisors into a...

RingCentral made its Customer Engagement Bundle generally available inside Microsoft Teams in May 2026, bringing call queues, shared SMS inboxes, intelligent routing, live reporting, and AI-assisted customer interactions into Microsoft’s collaboration workspace. The move is less about turning...

Cisco unveiled a new wave of Webex AI agents and collaboration products at WebexOne 2025 in San Diego, extending the platform across meetings, devices, contact center workflows, third-party apps and enterprise security controls. The move is not simply another round of “AI assistant” branding...

Microsoft announced Consent-Based Recording for voice interactions in Dynamics 365 Contact Center on May 8, 2026, adding a Copilot Studio-driven mechanism that captures a caller’s recording choice in an AI voice agent and carries that decision into any customer service representative handoff...

Microsoft has pushed Copilot Studio deeper into the contact center with the general availability of real-time voice agents for Dynamics 365 Contact Center, a move that turns voice automation from a scripted IVR upgrade into a live, interruptible, speech-to-speech AI experience. The launch is...