Twilio Sees Voice AI Adoption Surge 50%+ Amid Growing CX Buyer Caution
Twilio reports 50%+ self-service voice growth, revealing how AI is moving from CX pilots toward production deployments.
Francesca Roche · 10 Aug 2026
Yelp Host Aims to Solve the Restaurant Industry’s Missed-Call Problem
Discover how Yelp Host connects voice AI with OpenTable, POS systems, and multilingual restaurant customer service.
Francesca Roche · 28 Jul 2026
How bunq’s Finn Evolved From AI Search to a Multilingual Financial Assistant
bunq Finn is evolving banking CX with multilingual AI support, faster resolutions, and human escalation for more complex customer needs.
Sophie Wilson · 28 Jul 2026
Why CX Leaders Should Stop Measuring Voice AI by Deflection Alone
Voice AI is changing the customer service conversation, but enterprises still need to be careful about how they measure success. Contact centers have long us...
Nicole Willing · 22 Jul 2026
Sprinklr Expands AI Capabilities to Shrink the CX Action Gap
New Sprinklr AI tools aim to help brands act faster on customer signals across workflows, helping CX teams turn insights into action.
Francesca Roche · 16 Jul 2026
Voice AI Cannot Just Answer Calls. It Has to Resolve Them
Voice AI is becoming a more serious part of the enterprise customer service conversation. Legacy IVR systems are still frustrating and earlier versions of bo...
Nicole Willing · 15 Jul 2026
Why Your AI Pilots Are Losing Trust
Learn why promising AI pilots become harder to trust when they reach complex customer journeys, and how CX leaders can build trust.
Francesca Roche · 15 Jul 2026
The Reality of Voice AI in the Contact Centre: From Pilot to Production
In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of Product Management at AudioCodes , about the practical reality of moving Voice AI ...
Marcus Law · 25 Jun 2026
Human Oversight Becomes Central to Five9's New Voice AI Strategy at CCW
Five9 launches Voice AI Agents to automate customer service, improve outcomes, and advance its broader Agentic CX strategy.
Francesca Roche · 24 Jun 2026
How AI Voice Ordering Is Freeing Restaurant Staff to Actually Do Hospitality
What does the future of restaurant service look like when the technology becomes invisible? Speaking with Andy Grindstaff, Director of Enterprise Restaurant ...
Francesca Roche · 18 Jun 2026
From Pilot to Production: How AudioCodes Live Hub Makes Voice AI Contact Centres Work at Scale
Building a voice AI agent has never been easier. LLMs are highly capable, and convincing proof of concepts that can be achieved in days. The difficulty often...
Marcus Law · 18 Jun 2026
From Conversation to Case Action: Automating ServiceNow Workflows from Live Voice with Vonage
Rob Wilkinson speaks with Jonathan Kershaw, Director of Product Management at Vonage , about how live voice can bring real-time voice transcription and con...
Rob Wilkinson · 16 Jun 2026
Why Enterprise Voice AI Projects Stall Before They Reach Production
The pilot worked. The production deployment did not. For most enterprises, the difference comes down to one thing they did not plan for: the voice layer. It ...
Marcus Law · 11 Jun 2026
Why Voice AI Adoption Is Accelerating in 2026
From credit unions to global banks, voice AI is delivering real results. Here's what the data and deployments reveal in 2026…
Thomas Walker · 10 Jun 2026
Fin Launches Fin Voice 2 With 24.5% Higher Resolution Rates for AI Phone Support
The Fin Voice 2 launch highlights specialized AI delivering improved resolution rates and lower latency phone support.
Francesca Roche · 8 Jun 2026
Microsoft Q3 2026 Earnings: The Autonomous CX Era Arrives
Microsoft Q3 2026 earnings reveal a massive shift toward autonomous CX systems. Discover how AI agents are reshaping contact centers and enterprise support.
Rob Wilkinson · 30 Apr 2026
Microsoft Copilot Studio Launches Realtime Voice Agents for Dynamics 365 Contact Center
Microsoft launches real-time voice agents in Copilot Studio for Dynamics 365 Contact Center, bringing low-latency Voice AI to CX.
Alex Cole · 28 Apr 2026
You Wait All Year For A CX Copilot, Then Genesys And Microsoft Drop Two At Once
Genesys Cloud Copilot and Microsoft Dynamics 365 CX agents launched the same day. We compare features, scope, and whether the timing was cheeky.
Rob Wilkinson · 28 Apr 2026
SoundHound’s LivePerson Deal Targets the Biggest Omnichannel CX Gap
The SoundHound LivePerson acquisition aims to unite voice AI and messaging, helping enterprises reduce context loss and simplify omnichannel customer service.
Rob Wilkinson · 27 Apr 2026
Why 8x8 Is Betting on Synthflow to Modernize Enterprise Voice AI
Synthflow AI and 8x8 have formed a strategic partnership to bring agentic AI agents to enterprise contact centers.
Rhys Fisher · 21 Apr 2026
Twilio Lands Biggest Enterprise Deal Ever, Voice AI Up 60%
Twilio's Q4 2025 results include its largest deal ever, 36% growth in $500k+ deals, and Voice AI revenue up over 60% YoY.
Rhys Fisher · 8 Apr 2026
How Cloud Voice AI Is Reviving the Contact Center in 2026
Explore how voice AI and CCaaS platforms are transforming contact centers through automation and scalable voice infrastructure.
Nicole Willing · 7 Apr 2026
Vonage Targets Agent Productivity with Deep ServiceNow Voice Integration
Vonage's native ServiceNow integration embeds real-time voice and AI into CSM and ITSM workflows to boost agent productivity and CX.
Rhys Fisher · 24 Mar 2026
AI Agents Just Went Mainstream: Mastercard, Alibaba, Shopify, Evri, FedEx Move In
Mastercard, Alibaba, Shopify, Evri, and FedEx are adopting AI agents. Here’s what it means for enterprise CX, trust, and governance.
Rob Wilkinson · 19 Mar 2026
RingCentral Unveils AIR Pro at Enterprise Connect: Next-Gen Voice AI for Customer Engagement
RingCentral unveils AIR Pro at Enterprise Connect, a voice-first AI platform automating complex customer interactions across channels.
Francesca Roche · 11 Mar 2026
On-Prem vs Cloud Debate Returns as Avaya CEO Criticizes Cloud-First Strategy
Avaya CEO Patrick Dennis challenges the cloud-first CX narrative, predicting a hybrid resurgence across enterprise contact centers.
Francesca Roche · 9 Mar 2026
The Digital-First Myth: Why Your Customers Still Want to Talk
For more than a decade, the CX space has been obsessed with ‘digital transformation’. Apps, portals, chatbots, and automated journeys have all promised the s...
Rhys Fisher · 24 Feb 2026
OpenAI’s Consulting Play, CX Leaders Might Get Sidelined
OpenAI Frontier Alliances with BCG, McKinsey, Accenture, and Capgemini signal scaled agentic AI, and CX leaders must set guardrails early.
Rob Wilkinson · 24 Feb 2026
AI Receptionists Are Becoming Digital Labor (and the ROI Is Getting Real)
AI receptionists automate calls and appointments, reduce missed opportunities and deliver ROI for businesses, but are audiences noticing?
Francesca Roche · 18 Feb 2026
AI Agents + Humans: Lloyds, Mastercard, and Others Lead Agentic AI Adoption
Lloyds, Mastercard, Bank of Valletta, CommBank, and Nationwide show how agentic AI and hybrid teams are reshaping banking CX, from fraud to mortgages.
Rob Wilkinson · 10 Feb 2026
Voice Isn't Dead, It's Just Got Smarter
There's something a bit odd about the moment we're in with Voice AI. For years, chatbots were clunky, frustrating things that mostly made you want to yell "a...
Rob Wilkinson · 10 Feb 2026
EU AI Act: Why The 2026 Reckoning for CX Is Global
It is February 2026. The year of experimentation is over, and the year of enforcement has begun. For the last two years, Customer Experience (CX) leaders hav...
Rob Wilkinson · 5 Feb 2026
Inside 8x8’s Q3: Usage-Based CX Revenue Starts To Carry The Load
8x8’s Q3 2026 earnings reveal rapid growth in usage-based CPaaS, digital, and AI revenue, offsetting Fuze churn and signaling the future of CX pricing
Rob Wilkinson · 5 Feb 2026