AI set to reshape contact centre roles as leaders accelerate investment
Artificial intelligence is expected to significantly reshape frontline roles in customer service, with more than 80% of organisations planning to expand the responsibilities of human agents as AI adoption accelerates. That’s according to research from Gartner, which surveyed 321 customer service and support leaders in October 2025. The findings highlight growing pressure on contact centre […]
AI is here. Is your contact centre ready?
Now is the right time for your organisation to adopt AI technology in your contact centre. Customer expectations, operational pressures, and rapid technological advances are converging to create a clear opportunity for transformation. Move now, and you will benefit from efficiency gains and cost savings, and improve the service you offer your customers. Studies show […]
TECHNOLOGY MONTH: Real-time decisioning through personalisation, next-best action and proactive service
Utilities providers are under growing pressure to deliver better customer experiences while managing rising costs, regulatory expectations and increasing service complexity. In response, many organisations are turning to real-time decisioning technologies to transform how they engage with customers across both inbound and outbound channels. The combination of data integration, advanced analytics and automation is enabling […]
Why your contact centre cloud strategy should be built on cloud capabilities
Customer expectations have changed – dramatically. They want fast responses, personalised interactions, and seamless journeys across every channel. Yet many contact centres are still operating on legacy, siloed systems designed for a different era. Maintel’s and Mitel’s white paper, Why Your Contact Centre Cloud Strategy Is Best Built on Cloud Capabilities, explores why modernisation is no […]
TECHNOLOGY MONTH: Building secure, scalable contact centre infrastructure for public sector teams
For public sector contact centres, from local authorities to NHS services and central government helplines, resilience is an operational requirement. Citizen demand remains high, budgets are tight and scrutiny is intense. At the same time, hybrid working has become embedded, increasing both flexibility and risk. Against this backdrop, senior contact centre leaders are prioritising infrastructure […]
Customer service highlighted as pressure point in food & drink industry skills shortages
One in eight of all UK jobs are in the food and drink industry and yet long‑term workforce shortages and skills gaps risk affecting future availability, customer service and wider social outcomes – that’s according to the Institute of Grocery Distribution (IGD), which is issuing a rallying cry for coordinated industry action to address these challenges. Its […]
The CX Solutions Summit is back for 2026 – Secure your delegate place today!
If you’re interested in bespoke 1-2-1 meetings with leading CX suppliers then the CX Solutions Summit is the only event you need in 2026 – and delegate registration is now open! Wednesday 21st October 2026 Hilton, London Canary Wharf Your complimentary invitation includes: Register here >> Here’s what your working day could look like: Wednesday 21st […]
Pure Protection in Focus: FCA market study raises regulatory expectations for 2026
The FCA launched its Market Study into the distribution of pure protection products in 2024, signalling a renewed and wide-ranging focus on fair value, commission structures, competition and how consumers access protection products. The study examines not only remuneration models but also routes to market and the tools insurers and intermediaries use to engage customers, including online […]
ANALYTICS MONTH: Why speech, text and interaction data is becoming the new QA model in public services
Across councils and NHS contact centres, quality assurance (QA) has traditionally relied on sampling, primarily reviewing a small percentage of calls each month to assess compliance and performance. While this approach has served its purpose, it was always constrained by scale. That limitation is becoming increasingly difficult to justify. Rising contact volumes, growing regulatory scrutiny […]
Absolute Intelligence – AI at Scale. Humans Where It Matters.
Absolute Intelligence delivers compliant customer engagement at scale by combining proprietary Conversational AI voice agents with expert South African customer service teams. Our AI handles high volume, repeatable interactions with sentiment detection, secure orchestration and full audit trails. Complex, sensitive or regulated cases are seamlessly escalated to human specialists, or your own teams. The result […]