Customer Support stories
AI-era contact centres become strategic CX data hubs
Today
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crm
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uc
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data protection
In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.
Mid-market firms stall at pilot stage for agentic AI
Today
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devops
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digital transformation
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hyperscale
Most mid-market firms are stuck in pilot agentic AI trials as governance lags, even while 43% leapfrog directly into agent-based systems.
ECI Software Solutions hires Jack Wood to drive AI push
Yesterday
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saas
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crm
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devops
ECI names Jack Wood chief technology officer to spearhead platform modernisation and embed secure, workflow-native AI across its products.
Beyond the dashboard: Why context and clarity are the future of customer experience
Yesterday
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digital transformation
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cx
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martech
Customer experience is evolving from ticket-taking to strategic, context-rich advisory, where clear narratives turn raw data into real business value.
Infobip unveils AgentOS to power AI-first customer service
Last week
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uc
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data analytics
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digital transformation
Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.
Revuze adds TikTok Shop insight to market platform
Last week
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data analytics
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cx
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martech
Revuze now tracks TikTok Shop sales and creator performance, unifying commerce data with customer feedback in its market platform.
Sinch unveils AI agent tools for customer engagement
Last week
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uc
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data protection
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digital transformation
Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.
Google & Klaviyo deepen AI pact for agentic commerce
Last week
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crm
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digital transformation
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cx
Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.
Awin unveils tools to speed affiliate campaign setup
Last week
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rpa
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e-commerce
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marketing
Awin launches Campaign Builder and smarter partner recommendations to slash affiliate setup times and sharpen performance reporting.
Talkdesk debuts AI workflow tools to automate email CX
Last week
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crm
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uc
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digital transformation
Talkdesk unveils Automation Flows and extends Autopilot to email, promising end-to-end AI handling of complex, multi-system CX workflows.
Agora & FPT partner on AI for Southeast Asian banks
Last week
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uc
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data protection
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digital transformation
Agora and FPT join forces to deliver AI-powered voice, video and messaging for Southeast Asia's banks amid stricter digital regulations.
CompTIA launches AI course for frontline help desks
Last week
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devops
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digital transformation
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cx
CompTIA unveils AI Help Desk Essentials course to train frontline IT support teams in safe, effective use of generative AI chatbots.
Securonix promotes Ajay Biyani to lead APJ strategy
Last week
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saas
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siem
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digital transformation
Securonix has promoted Ajay Biyani to Senior Vice President for Asia Pacific and Japan, tasking him with spearheading regional growth.
Philippine Airlines cuts waits with AI contact centre
Last week
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uc
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data analytics
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digital transformation
Philippine Airlines slashes call waits to under a minute with Twilio-powered AI, targeting a 'super AI agent' handling most queries by 2026.
Zoom unveils Virtual Agent 3.0 for complex CX tasks
Last week
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uc
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digital transformation
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cx
Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.
Beyond technology: How leadership drives contact centre performance
Last week
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uc
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digital transformation
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cx
Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.
RingCentral taps OpenAI to power live AI voice calls
Last month
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uc
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data protection
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digital transformation
RingCentral integrates OpenAI's GPT-5.2 to power live AI voice calls, launching new assistants to support customers and employees in real time.
8x8 unveils Smart Assist to boost AI contact centres
Last month
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uc
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digital transformation
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cx
8x8 debuts Smart Assist, embedding real-time AI guidance and automated summaries into its contact centre workspace to speed agent workflows.
KnowBe4 appoints Kelly Morgan as Chief Customer Officer
Last month
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cloud security
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cx
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phishing
KnowBe4 appoints former DocuSign executive Kelly Morgan as chief customer officer to steer global client strategy amid rising AI security risks.
NiCE report shows agentic AI transforming contact centres
Last month
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uc
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devops
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digital transformation
Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.