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8x8 revenue hits record as AI adoption more than doubles
Software-as-a-Service

8x8 revenue hits record as AI adoption more than doubles

Customer use of 8x8's AI tools jumped 121% year on year, helping drive record first-quarter revenue and a fifth straight quarter of growth.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 6th Aug 2026
8x8 expands AI tools across business beyond contact centre
Unified Communications

8x8 expands AI tools across business beyond contact centre

The move aims to help firms scale AI beyond siloed contact centres, as most organisations still struggle to deploy it across the enterprise.

By Joseph Gabriel Lagonsin • 4 min read • Sat, 1st Aug 2026
Extending WFM Technology to the Retail Sales Floor
Software-as-a-Service

Extending WFM Technology to the Retail Sales Floor

Retailers could improve retention and customer service by giving store staff mobile access to schedules, communications and training tools.

By Andy Nicholas • 4 min read • Wed, 1st Jul 2026
AI-era contact centres become strategic CX data hubs
Customer Relationship Management

AI-era contact centres become strategic CX data hubs

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

By Martyn Riddle • 5 min read • Thu, 5th Mar 2026
MaxContact Australia rebrands as Kaizn in CX advisory shift
Unified Communications

MaxContact Australia rebrands as Kaizn in CX advisory shift

MaxContact Australia rebrands as Kaizn, expanding into independent CX and contact centre advisory across Australia and New Zealand.

By Catherine Knowles • 4 min read • Fri, 27th Feb 2026
Beyond technology: How leadership drives contact centre performance
Unified Communications

Beyond technology: How leadership drives contact centre performance

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

By Ed Creasey • 5 min read • Mon, 23rd Feb 2026
UKG, HR Crowd partner on SAP SuccessFactors WFM rollouts
Digital Transformation

UKG, HR Crowd partner on SAP SuccessFactors WFM rollouts

UKG partners with HR Crowd to deliver SAP SuccessFactors-aligned workforce management for complex, highly regulated employers in ANZ.

By Catherine Knowles • 3 min read • Fri, 30th Jan 2026
Contact centres report rising morale but AI doubts grow
Unified Communications

Contact centres report rising morale but AI doubts grow

Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 30th Jan 2026
NICE secures WFM market leadership for 10th consecutive year
Unified Communications

NICE secures WFM market leadership for 10th consecutive year

NICE secures its position as the market share leader in WFM for the tenth year, commanding 33% of total seats, as confirmed by DMG's 2024 report.

By Sean Mitchell • 2 min read • Wed, 7th Aug 2024
NICE unveils advanced WFM solutions for digital integration
Unified Communications

NICE unveils advanced WFM solutions for digital integration

NICE has launched new workforce management tools aimed at integrating digital front and back-office tasks, enhancing efficiencies and bottom-line results.

By Tom Raynel • 3 min read • Fri, 31st May 2024
Humanforce and Datacom provide WFM & payroll solution
Human Capital Management

Humanforce and Datacom provide WFM & payroll solution

Humanforce and Datacom have partnered to provide an integrated WFM & payroll offering to Australian and New Zealand businesses.

By Kaleah Salmon • 3 min read • Tue, 25th Jul 2023

Stories from Other Regions

WFM stories

Icana.AI CallCoach lifts Finance One compliance checks
Data Protection

Icana.AI CallCoach lifts Finance One compliance checks

Full-call analysis has lifted Finance One's compliance and coaching performance, after the lender reviewed more than 300,000 customer calls.

By Karen Joy Bacudo • 3 min read • Mon, 27th Jul 2026
AI contact centre analytics could boost Australian firms
Data Analytics

AI contact centre analytics could boost Australian firms

AI-powered analytics can cut avoidable calls, speed issue resolution and uncover product gaps before they dent customer satisfaction.

By Arthur Nowak • 4 min read • Wed, 3rd Jun 2026
8x8 adds AI tools to contact centre and WhatsApp CX
Unified Communications

8x8 adds AI tools to contact centre and WhatsApp CX

8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.

By Kaleah Salmon • 4 min read • Thu, 19th Feb 2026
AI misalignment costs UK firms billions in lost gains
Digital Transformation

AI misalignment costs UK firms billions in lost gains

Misaligned expectations over workplace AI risk costing UK employers up to GBP £60 billion a year in lost productivity and savings.

By Karen Joy Bacudo • 5 min read • Fri, 13th Feb 2026
AI deepfakes to drive rise in mobile cyber threats by 2026
Data Protection

AI deepfakes to drive rise in mobile cyber threats by 2026

AI-fuelled deepfakes and tailored social scams will drive a surge in mobile cyber threats by 2026, forcing firms to rethink security.

By Shannon Williams • 5 min read • Wed, 17th Dec 2025