Call center da Riachuelo reduz custos em 30% (Riachuelo cuts call center costs 30% using Genesys)

Brazilian retailer's annual contact-center spend is projected to fall from R$122M in 2022 to about R$85M in 2026 after consolidating onto Genesys.

Genesys espera adoção rápida de seus agentes de IA no Brasil (Genesys expects fast Brazil adoption of its AI orchestration agents)

Company points to Brazil as an early-adopter market for its AVA agents and Large Action Model orchestration layer, citing strong proof-of-value results.

When AI Is Your Second Transformation

Genesys CEO Tony Bates frames the company's AI push as a repeat of an earlier organizational transformation, per WSJ profile.

SkySwitch Launches Native AI Agent — SkySwitch, the white-label UCaaS platform used by resellers, announced a native AI Agent built into its platform. Editor-pinned: directly relevant to the net2phone white-label and private-label business.

Microsoft AI's MAI-Transcribe-2 undercuts OpenAI, Google and ElevenLabs on price and speed

New model priced at $0.10/hour of audio, down from $0.36/hour for the prior version launched five months earlier.

Verint Warns AI Value Needs Better Data

Verint's State of Contact Center AI 2026 report finds 87% of contact center leaders plan to increase spending on automated agent assistance and 62% now view the contact center as a value center.

Smarsh Scales Salesforce's Agentforce After Delivering Strong Customer Support Results

Smarsh's AI agent Archie hits a 72% self-service deflection rate; internal workflow agent Emmy saves support reps more than 7 hours per case.

AI Assistants Used to Answer Questions. Now They Want to Run the Business

Trend piece describes customer support AI assistants moving from answering queries to completing routine account tasks unassisted.

Vodia Announces Expansion of Its Integration with the Apple Ecosystem

New Vodia iOS app brings a dedicated Vodia Phone experience to Apple CarPlay for enterprise and service-provider customers.

Omilia Appoints Ted Jordan as Vice President, US Customer Support and Experience — Five9 veteran joins Omilia to scale its self-learning CX platform’s proven results across its growing US enterprise customer base

Capacity Lands $54M Series E for AI Customer Experience Platform

Round brings total capital raised to over $159M; ARR surpassed $100M in June, described as 20x growth in 3.5 years.

Skipio Acquires RapidTalk to Expand AI-Powered Customer Engagement

Deal brings RapidTalk's AI-powered communication technology into Skipio's platform to convert missed calls, texts and webchats into booked revenue.

Omilia Partners with Telarus to Bring Self-Learning Agentic CX to Enterprise Clients Across the U.S. and U.K.

Telarus's nationwide network of technology advisors gains access to Omilia's Agentic CX platform, including Voice and Chat Agents and TalkGuard.

Telarus Releases Fourth Annual Tech Trends Report

Report, based on 500+ mid-market/enterprise IT decision-makers and 450+ technology advisors, finds 84% report a fundamental shift in technology procurement patterns.

Sob condições, Anatel aprova venda de serviço telefônico da Oi à Método (Anatel approves, with conditions, sale of Oi's fixed telephony unit to Método)

Conditions include financial guarantees, a resource-transfer plan and formal assumption of regulatory obligations tied to the STFC unit.

Anatel quer renegociar R$ 9,1 bilhões em dívida regulatória (Anatel seeks to renegotiate R$9.1B in telecom regulatory debt)

Request to AGU covers credits tied to telecom, satellite and spectrum-usage concessions with events through 2020.

Telefonia fixa da Oi parou em mais da metade dos locais onde é única operadora, diz Anatel (Oi's fixed telephony down in over half of locations where it is sole operator)

Anatel found unavailability in more than 72% of individual-access localities and over 50% of collective-access sites tied to a consensual TCU agreement.

Banda larga: Vivo dobra vantagem em julho (Vivo doubles broadband net-add lead in July)

Anatel data show Vivo led monthly broadband additions while Starlink slowed but still posted the third-largest net gain among all operators.

Anatel Protege: cidadão vai poder bloquear abertura de linhas móveis com seu CPF (Anatel to let citizens block mobile line openings tied to their CPF)

Agency is studying a new service to combat subscription fraud involving mobile lines opened using stolen identity data.

Banco do Brasil anuncia uso do Origem Verificada (Banco do Brasil adopts Anatel-backed verified caller ID service)

Customers receiving calls from BB's 4003-3001 number will see an on-screen verification confirming the call originated from the bank, using carrier-provided Origem Verificada.

Starlink empuja a las telcos argentinas a pedir al Enacom un replanteo del Servicio Universal (Starlink pushes Argentine telcos to ask Enacom to rethink Universal Service Fund)

Industry wants the Universal Service Fund contribution cut from 1% to 0.5% and a pay-or-play mechanism tied to coverage investment.