Thoughts on AI, customer service, and the future of business communication.
Most contact centres have deployed AI copilots. The question now: should those copilots become autonomous agents that handle entire workflows without supervision?
August is when smart contact centres start planning for Q4. Here's what AI voice agents and automation can realistically deliver when call volumes spike, and where you still need humans.
With 98% open rates and 175 million daily business conversations, WhatsApp Business is reshaping UK customer service. Here's what actually works and what doesn't.
Deepfake voice fraud surged 1,337% last year. Here's what contact centres need to do about it before it costs them millions.
Three months ago, we analysed deployment data from 87 UK contact centres that implemented AI voice agents. 64% saw abandonment rates climb within the first month. Here's what went wrong—and what the successful minority did differently.
Six months of real UK deployments reveal which autonomous agent projects deliver ROI - and which ones don't. The gap between pilot demos and production reality is wider than vendors admit.
Six months into 2026, we're seeing a pattern: ambitious AI projects that looked good on paper are failing to deliver their promised returns. Here's why, and what actually works.
The UK's vehicle licensing agency now routes 20,000 calls per month automatically using natural language processing. Average call navigation dropped from three minutes to 90 seconds.
Outbound calling has always been the harder test for AI. We examined real deployments to see if AI voice agents can now handle proactive campaigns—or if they still need training wheels.
How modern contact centres are linking AI-powered conversational platforms with real-time analytics to drive proactive, rather than reactive, customer interventions.
Gartner predicts 80% automation by 2029. But here's the uncomfortable truth: most organisations are deploying chatbots when they need agents. There's a difference, and it matters.
Field service truck rolls cost £150-300 per visit. Remote visual assistance cuts that by 40-50%. Here's what the real ROI looks like in 2026.
One in three US consumers encountered synthetic voice fraud in late 2024. Now customers are using AI to navigate your IVR. Here's what that means for verification, fraud, and the contact centre in 2026.
Everyone's talking about AI replacing the contact centre. But 78% of customers now attempt self-service first—and rate it the least effective channel. Here's what that gap reveals about AI deployment in 2026.
Gartner predicts half of companies that laid off contact centre staff for AI will rehire them within a year. Here's what went wrong, and what smart organisations are doing instead.
Gartner predicts 80% automation by 2029, but the real question isn't whether AI will replace contact centre agents—it's how to deploy the hybrid model that actually works.
AI voice agents promise efficiency, but poor deployment derails ROI. Here are the critical mistakes UK contact centres are making right now — and how to avoid them.
As contact centres move beyond basic CCaaS migration, enterprise-scale deployments reveal critical infrastructure bottlenecks that determine whether AI and automation deliver on their promises.
How AI-powered predictive diallers are finally addressing one of outbound calling's biggest challenges — connecting with the right person while staying compliant.
Hidden expenses, capacity planning errors, and budget blowouts derail cloud contact centre projects. Here's how to avoid the most common cost mistakes in your migration.
As contact centres migrate to the cloud, the real challenge isn't feature comparison—it's integration architecture. Here's why flexible APIs and open platforms determine long-term success.
Discover how AI voice agents are transforming customer service operations, reducing costs by up to 60%, and delivering 24/7 support that customers actually prefer.
AI voice agents have mastered inbound support, but can they handle outbound sales and appointment setting? We examine the current capabilities, limitations, and real-world deployment strategies.
Chatbots answer questions. Autonomous AI agents execute complex multi-step workflows. Discover why businesses are shifting from reactive AI to proactive digital employees.
As we move through early 2026, AI adoption in contact centres has reached an inflection point. Here's what's working, what's overhyped, and where the industry is heading.
Discover how AI voice agents are revolutionising customer service, reducing costs, and improving customer satisfaction in contact centres.
A comprehensive look at where AI voice agent technology stands in early 2026 - from near-human latency to enterprise-scale adoption.
Customer service is experiencing its most significant transformation in decades. Discover which AI channel works best for different scenarios and how to orchestrate them intelligently.
Hostcomm has successfully achieved PCI DSS Level 1 compliance for 2025, marking our fifth consecutive year of maintaining this critical security certification.
Independent comparison of UK-compliant predictive diallers. We tested Contact-Pro, MaxContact, Five9, 8x8, RingCentral and CloudTalk against Ofcom's abandoned-call rules, data residency requirements, and real-world pricing.
How to transition your contact centre from legacy systems to AI automation without disrupting service - a practical guide.
Communication preferences are deeply personal and situational. Customers expect instant responses, seamless experiences across multiple channels, and the flexibility to switch between communication methods without losing context. The solution lies in creating a sophisticated AI/human hybrid customer service environment.
The artificial intelligence landscape has witnessed remarkable advances in recent years, with large language models demonstrating unprecedented capabilities. However, one fundamental limitation has consistently hindered their practical deployment: the inability to effectively handle time-dependent tasks.
Technological advancements are transforming customer service, challenging traditional models of support. This article explores the fundamental differences between autonomous AI contact centres powered by generative AI and traditional omni-channel cloud contact centres.
In recent years, the field of natural language processing has witnessed significant advancements with large language models. As the landscape continues to evolve, understanding the differences between open-source models and proprietary services is crucial for businesses.
Remote visual assistance provides enhanced communication through AR tools, a hands-on visual approach for problem-solving, and significant benefits for education, training, and customer support that traditional video meeting apps simply cannot match.
In 2020, the UK facilities management market was valued at USD 63.97 billion, and it is expected to reach USD 73 billion by 2026. As the sector recovers from COVID-19, remote visual assistance technology offers innovative solutions to meet new challenges and drive operational efficiency.