Telephony stories

Your.Cloud deepens UK managed services push with Pure Cloud Solutions takeover, backing the Tamworth firm's local brand and leadership.

Twilio unveils embeddable Flex contact centre tools for web apps, adding Salesforce voice support, enhanced reporting and new pricing.

8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.

Healthcare trusts keep voice central as hospitals balance digital tools, legacy telephony and the NHS’s enduring reliance on the phone.

NHS telecoms overhaul exposes hidden legacy risks as PSTN retirement and pandemic pressures force trusts to confront fragile systems.

Hexaware launches Agentverse, a governed AI agent platform with 600+ prebuilt agents to scale automation across enterprise operations.

'Good enough' voice tools quietly drain time, frustrate staff and erode service, as hidden frictions multiply across calls, teams and offices.

Sinch launches Voice Relay, linking text-based AI agents to live calls to streamline customer support on its expanded global voice network.

Britannic and Vocala launch NetX SmartLink to give fleet-managed Alexa devices dedicated UK numbers and fully two-way calling.

Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

Marking 150 years since Bell's first call, UK tech leaders say AI is sparking a communications revolution to rival the telephone and internet.

8x8 and KCOM join forces to deliver a UK public sector-focused cloud CX platform, uniting network, contact centre, voice and AI services.

Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

Start Tech leader Ian Groves wins second three-year term on GTIA's UK and Ireland Executive Council, strengthening his role in the IT channel.

CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.

GoTo adds AI Receptionist, deeper Tekion links and real-time reporting to its automotive platform to cut missed calls and speed service.

Simwood launches on-net conversational AI agents for carriers and MSPs, embedding voice and WhatsApp bots directly into UCaaS networks.

Odigo's takeover of Akio deepens its ALE Connect alliance with Alcatel-Lucent Enterprise, accelerating hybrid CCaaS and agentic AI innovation.

Salesforce and Google deepen AI partnership with Agentforce 360, integrating Gemini Enterprise to boost productivity and streamline workflows across Google Workspace.