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Top Directors Club® News News

Salesforce debuts Agentforce 3, adds governance controls
Salesforce

Salesforce debuts Agentforce 3, adds governance controls

100% Center coverage: 2 sources
The CRM provider emphasized visibility and scalable controls as it announced upgrades to its agentic AI platform.See the Story
Broadband ISP TalkTalk UK Adopt NiCE's AI-Powered Customer Service Platform
Internet · United Kingdom

Broadband ISP TalkTalk UK Adopt NiCE's AI-Powered Customer Service Platform

Debt troubled broadband ISP TalkTalk today claims to have taken “another step forward” in its “mission to become the UK’s most recommended Wi-Fi provider” by adopting a new AI-powered customer service automation platform from NiCE (tough ask in the current climate), which is called CXone Mpower. The internet access provider sees the new solution, which aims to help them combine multiple existing operating systems into one unified platform, as be…See the Story
RingCentral Launches AI Receptionist for Automated Call Handling
Artificial Intelligence · United States

RingCentral Launches AI Receptionist for Automated Call Handling

Business communications provider introduces generative AI phone agent to transform front-office operations for over 2,000 organizations.See the Story

District Council contact centre shines in Mystery Shopper exercise - Directors Club News

A mystery shopper exercise at South Cambridgeshire District Council’s Customer Contact Centre found 98% of advisors answered enquiries to a high standard. Conducted by an independent team of 16 researchers, the exercise involved 400 calls made at various times of day and across the week – at the Council’s busiest time of year. The calls … Continue reading District Council contact centre shines in Mystery Shopper exercise → The post District Coun…Cambridgeshire · CambridgeshireRead Article

VXI Continues to Expand Egypt Operations with New Contact Centre Seats - Directors Club News

VXI Global Solutions, a leading provider of CX and BPO solutions, announced the addition of several hundred new contact centre seats in its delivery centre in Egypt, marking the latest period of expansion and growth at the site since its inauguration in March 2024. To mark this milestone, Egypt’s Minister of Communications and Information Technology, … Continue reading VXI Continues to Expand Egypt Operations with New Contact Centre Seats → The …Egypt · EgyptRead Article

Medallia expands with new East Coast headquarters - Directors Club News

Medallia, the global leader in customer and employee experience, announced the opening of a new East Coast headquarters in Tysons Corner, Va., reinforcing its commitment to innovation, talent, and growth. The new offices will serve as a central hub for Medallia’s senior leadership team, create over 100 new jobs, and provide a space to welcome … Continue reading Medallia expands with new East Coast headquarters → The post Medallia expands with ne…Innovation · VirginiaRead Article

NiCE CXone Mpower Builds on Snowflake AI Data Cloud to Unlock Secure, Scalable CX Automation Across the Front, Middle and Back Office

Open the article to view the coverage from MarTech SeriesInnovationSee the Story

Gartner Predicts 50% of Organizations Will Abandon Plans to Reduce Customer Service Workforce Due to AI - Directors Club News

Human Agents Reemerge as Essential Components in Customer Service Strategies Amid AI Integration Challenges. By 2027, 50% of organizations that expected to significantly reduce their customer service workforce will abandon these plans, according to Gartner, Inc. This shift comes as many companies struggle to achieve their “agent-less” staffing goals, highlighting the complexities and challenges of … Continue reading Gartner Predicts 50% of Organ…Artificial IntelligenceRead Article

Calabrio Launches Next-Generation Performance Management Solution at UK Customer Connect 2025 - Directors Club News

Calabrio, the workforce performance company, unveiled its next-generation Performance Management solution at the annual UK Customer Connect event in Manchester. This highly anticipated launch marks a pivotal moment in workforce optimisation, empowering contact centres to elevate agent performance and customer satisfaction through intelligent, data-driven insights. Bringing together Calabrio customers, partners and thought leaders from across … C…Manchester, England · ManchesterRead Article

Debenhams Group taps Peak AI technology as retailer aims to bring more precision to pricing and promotions – RetailWit

Open the article to view the coverage from RetailWitArtificial Intelligence · ManchesterSee the Story

TTEC Expands Strategic Partnership with Zendesk to Deliver Enhanced AI-Driven Customer Experience Solutions

87% Center coverage: 8 sources
Partnership provides tailored Zendesk solutions, innovative migration tools, verticalized offerings, and full-stack implementation support for faster client valuePoteau · PoteauSee the Story

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