Customer service stories - Page 3
Infobip report marks shift to omnichannel AI messaging
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uc
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digital transformation
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cx
Infobip data shows single-channel alerts collapsing as brands pivot to omnichannel, AI-led conversations across SMS, RCS, WhatsApp and voice.
Qualtrics boosts CX suite with new AI & automation tools
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uc
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data analytics
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digital transformation
Qualtrics unveils AI-driven CX upgrades to unify feedback, automate text analysis and deploy agents that resolve customer issues in real time.
Qualtrics unveils AI tools to fix customer issues fast
Last month
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uc
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data analytics
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digital transformation
Qualtrics launches AI-powered customer experience tools to unify feedback, automate analysis and fix service issues before they escalate.
Robinhood fund buys into Stripe, AI start-up ElevenLabs
Last month
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fintech
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risk & compliance
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genai
Robinhood Ventures Fund I adds Stripe and ElevenLabs stakes to give retail investors listed access to late-stage private tech firms.
Gamma champions quick CX wins to cut friction & risk
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uc
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data protection
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digital transformation
Gamma is urging organisations to prioritise quick CX wins, reducing customer friction and risk while building momentum for longer-term change.
Kore.ai unveils platform to tackle enterprise AI sprawl
Last month
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data protection
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hybrid cloud
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digital transformation
Kore.ai has launched an Agent Management Platform to give enterprises a unified control layer over fast-growing, fragmented AI agent estates.
TCS unveils Nvidia-powered Rapid Outcome AI platform
Last month
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data analytics
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digital transformation
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digital twins
TCS launches Nvidia-based Rapid Outcome AI to help enterprises scale predictive, generative and vision AI across operations and industries.
Hexaware unveils Agentverse AI platform for enterprises
Last month
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uc
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manufacturing
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digital transformation
Hexaware launches Agentverse, a governed AI agent platform with 600+ prebuilt agents to scale automation across enterprise operations.
Pattern appoints David Jennison to lead European growth
Last month
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data analytics
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cx
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martech
Pattern appoints ex-Amazon eCommerce Specialist David Jennison as Europe MD to spearhead marketplace-driven growth and AI-powered expansion.
Qualtrics named Leader in 2026 Gartner VoC Quadrant
Last month
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uc
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digital transformation
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cloud security
Qualtrics again tops Gartner's 2026 Voice of the Customer rankings, leading on execution, vision and AI-driven experience agents.
8x8 launches Engage globally to extend customer CX
Last month
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uc
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data analytics
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digital transformation
8x8 rolls out Engage globally, arming frontline and specialist teams with contact centre-grade tools to unify customer experience.
SonicWall revamps partner programme & appoints CRO
Last month
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firewalls
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network security
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partner programmes
SonicWall overhauls its SecureFirst Partner Program and appoints Patrick O'Donnell as CRO to drive partner-led sales and managed services.
Wonderful raises USD $150m to scale global AI agents
Last month
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digital transformation
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erp
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ai
Wonderful secures USD $150m Series B at a USD $2bn valuation to scale its agentic AI platform and triple headcount for global expansion.
Qualtrics named Leader in Gartner Voice of Customer
Last month
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uc
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data analytics
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digital transformation
Qualtrics named Leader in Gartner Voice of the Customer report, topping rivals for execution and vision as AI reshapes CX platforms.
Alchelyst merger creates unified private markets platform
Last month
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digital transformation
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fintech
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cx
Alchelyst merges with Lyra Client Solutions to form a unified tech-enabled private markets servicing platform led by founder Joan Kehoe.
Sinch unveils Voice Relay to power AI-driven calls
Last month
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uc
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digital transformation
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cx
Sinch launches Voice Relay, linking text-based AI agents to live calls to streamline customer support on its expanded global voice network.
Mitel unveils WX framework for unified workforce comms
Last month
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uc
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private cloud
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hybrid cloud
Mitel debuts WX, a role-aware, AI-enabled comms framework unifying frontline, mobile, knowledge and contact centre workers on one layer.
Irish firms waste EUR €720 million on failed AI projects
Last month
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data protection
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data analytics
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digital transformation
Irish enterprises have squandered an estimated EUR €720 million on failed AI projects as poor strategy, bias and explainability woes derail plans.
Zendesk to acquire Forethought in agentic AI expansion
Last month
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digital transformation
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cx
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martech
Zendesk to buy AI agent platform Forethought in its biggest deal in nearly 20 years, betting on self-improving automation in customer service.
Gamma urges diagnosis-led rethink of customer experience
Last month
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edutech
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uc
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cx
Gamma is urging organisations to treat missed calls and long queues as symptoms of deeper CX flaws in systems, processes and culture.