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Patient-service teams can now handle calls, chats and summaries inside Epic as NiCE's CXone integration aims to cut admin and improve compliance.
Beyond Blue has enhanced its communication with a Microsoft Teams rollout and new meeting tech, boosting collaboration and hybrid work efficiency.
Businesses and public bodies can now edit files inside a Europe-built alternative to Microsoft-based office software under European legal control.
Users will be able to search across Zoom and more than 40 apps, while AI agents turn meeting notes into tasks and updates.
Businesses using Zoom's CX tools will be able to see a single customer history across channels, cutting repeat explanations and speeding resolutions.
Startups could cut admin and coding time as Google folds Gemini into Workspace and lets teams assign persistent AI coworkers to routine tasks.
Regulated firms could search and export archived messages through AI while keeping existing permissions, audit logs and chain-of-custody controls.
About 800 agents are already using AI guidance as Sopra Steria looks to meet a 90% call-answer target within 20 seconds.
The rollout aims to cut time lost switching between apps by letting Gemini draw on emails, files and chats in one workwide context.
Financial firms face tighter scrutiny as the API checks AI debt-collection messages in real time and flags vulnerable customers.
In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.
More than 4.5 million Bavarian insurers should see faster service as AOK Bayern shifts its contact centre to NiCE's EU sovereign cloud.
HCLSoftware launches Domino 14.5 with sovereign AI, enabling secure, compliant data collaboration for over 200 government agencies worldwide.
Staysure has adopted NiCE's CXone Mpower AI platform to enhance its digital travel insurance customer experience across Europe with omnichannel support.
Talkdesk has launched its Knowledge Creator feature, leveraging generative AI to transform customer service knowledge bases and improve agent support.
Mecalux has introduced generative AI to its Easy WMS system, enhancing user interaction and streamlining logistics across 1,100 warehouses worldwide.
Banks using the new software can resolve routine requests in chat or by voice, while keeping tighter control over approvals and audits.
More than 90 credit union and community bank leaders weighed AI's efficiency gains against fraud and service risks at Eltropy's summit.
More than 90 credit union and community bank executives will discuss economy, AI and growth at Eltropy's invitation-only summit in Monterey.
IPI is collaborating with Royal Holloway, University of London, to bolster its Contact Centre during the crucial Clearing and Confirmation period.
