Latest Call centres News: Finextra Research

Company update/retail

Discovery Bank launches in-app calling feature

Discovery Bank today announced the launch of its innovative in-app calling feature, a significant step in its vision to deliver an even safer, faster, and more intelligent banking experience.

08 October 2025

News/ai

Two-thirds of bank staff using unapproved AI tools - survey

The prevalence of shadow AI, whereby bank staff are using unapproved tech, poses a growing risk to the financial services industry, suggests recently published research.

08 October 2025

News/ai

CommBank reverses plan to replace call centre staff with AI

Commonwealth Bank of Australia has rowed back its decision to cut 45 contact centre jobs after finding that the AI-powered "voice-bot" designed to reduce calls actually led to an increase in work for humans.

22 August 2025

Company update/cloud

Eltropy launches cloud-native business phone system for credit unions and community banks

Eltropy, the leading AI-powered Unified Conversations Platform for credit unions and community banks, today unveiled “Eltropy Office Phone,” a cloud-native business phone system that integrates with AI-powered modern contact center systems such as Eltropy Voice+ to deliver an enterprise-wide Unified Telephony Experience.

30 May 2025

Company update/ai

Target Group implements AI-powered AutoSummary for contact centre calls

Target Group has expanded its popular contact centre solution, implementing new functionality within its customer experience platform to summarise customer calls and drive better customer outcomes.

09 April 2025

News/ai

Nubank partners OpenAI to smooth customer experience

Brazil's Nubank is working with OpenAI on a host of services and features for its 114 million customers.

11 March 2025

News/retail

Lloyds to close Liverpool contact centre and Dunfermline office

Lloyds Banking Group is closing its contact centre in Liverpool later this year, forcing around 500 employees at the site to commute to Chester. The bank is also set to cut several hundred jobs.

15 January 2025

News/inclusion

US agencies provide advice for combatting elder financial exploitation

The Board of Governors of the Federal Reserve System (FRB), Consumer Financial Protection Bureau (CFPB), Federal Deposit Insurance Corporation (FDIC), Financial Crimes Enforcement Network (FinCEN), National Credit Union Administration (NCUA), Office of the Comptroller of the Currency (OCC), and state financial regulators issued a joint statement this week.

04 December 2024

News/ai

Sibos: GenAI will be more impactful than ecommerce and the internet, says panel

“There have been many fundamental shifts in the IT space, such as the internet and the ecommerce revolution. This is the biggest one,” warned Dorian Selz, CEO and co-founder of Squirro, at Sibos today. “Leadership in companies needs to be on top of this revolution.”

23 October 2024

Company update/cloud

Leeds Building Society signs on-demand call centre contract with Sabio group

Sabio Group, the digital customer experience (CX) transformation services specialist, has secured a multi-year contract with Leeds Building Society which will drive innovation in its contact centre, and improve customer care for the Society’s members.

27 June 2024

Company update/ai

Boost.ai scores credit union contract wins

Leading conversational AI provider boost.ai today announced Credit Union of Colorado and Desert Financial Credit Union (DFCU) as new customers alongside a new strategic partnership with Pindrop, industry leaders in voice security solutions.

06 June 2024

Company update/retail

Eltropy launches Voice+ for community FIs

Eltropy, a pioneering conversations platform for credit unions and community banks, today launched Voice+, integrating traditional voice capabilities with digital channels like text messaging, video, and chat into a unified contact center solution.

15 May 2024

News/retail

Bank of Ireland to equip call centres with single customer view and voice biometrics

Bank of Ireland is spending €34 million to overhaul its call centre operations, providing operators with a single customer view and introducing voice biometrics for added security.

01 May 2024

News/retail

Westpac announces multibillion tech upgrade

Australian bank Westpac is planning to spend billions of dollars over the next four years to simplify its technology infrastructure.

28 March 2024

Company update/retail

Glia introduces voice banking virtual assistants

Glia, the leading provider of Digital Customer Service (DCS), today announced a voice banking solution for the Glia Interaction Platform.

27 April 2023

Company update/retail

Shawbrook Bank appoints Firstsource to develop contact centre service

Firstsource Solutions Limited (NSE: FSL, BSE:532809), a global provider of Business Process Management (BPM) services and an RP-Sanjiv Goenka Group company, has been appointed by Shawbrook Bank Limited, a fast growth specialist retail and commercial bank, to increase its customer service capacity for its retail banking users.

08 November 2022

News/retail

VTB trials voice assistant that can predict client demands

Russia's VTB is anticipating a 30% uplift in call centre automation following the introduction of a voice assistant that can anticipate client demands.

21 February 2022

Company update/cloud