98% of Contact Centers Are Using AI

Improving CX in the AI Age

This piece was originally published in Contact Center Pipeline.  How to meet evolving customer expectations. Contact centers have long been on the front lines of customer service, but today, they’re witnessing a seismic shift in customer expectations. These growing expectations are rapidly upping the ante for brands to deliver superior customer experience (CX).  The reality is that customer expectations are evolving across sectors. Tech-enabled …

Contact centres face challenges with AI in customer care

A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.

Following the success of previous editions, the third edition of the CX Brunch was held a few days ago in Madrid. An event organized by Enreach, a provider of all-in-one business communications in Europe, together with the collaboration of Webpilots, a specialist in permission marketing and database management, and the support of Adam, a benchmark in modular data centers, IaaS and connectivity. This event focused on the main legal and technologi…

98% of Contact Centers Are Using AI

The 2025 State of the Contact Center report shows that balancing efficiency and empathy remains a challenge in the fast-changing customer experience space, with contact centers facing dynamic changes in how they work with AI Calabrio, the workforce performance company, has released their annual 2025 State of the Contact Center report. The prevalence of AI use in the contact center comes as no surprise, but the fact that 61% are experiencing mor…

Caantin's AI wants to do the talking for call centers

Zambian AI communications startup, Caantin, wants to reduce the cost of making phone calls for businesses by using AI voice agents that can have these conversations at scale.  Communication is the lifeblood of many enterprises. From fintechs nudging users to complete signups or pay back loans to FMCG brands chasing daily orders from mom-and-pop shops, phone calls are a critical part of daily operations. Traditionally, that job has fallen to larg…