Customer service stories - Page 6
Kore.ai unveils platform to tackle enterprise AI sprawl
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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.
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.
TCS unveils Nvidia-powered Rapid Outcome AI platform
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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.
Co-op extends VoCoVo headset rollout to 2,300 stores
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cx
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martech
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hcm
Co-op signs five-year VoCoVo deal to roll out upgraded S5 Pro headsets to 2,300 UK stores, boosting safety and service on the shop floor.
Pattern appoints David Jennison to lead European growth
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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.
AI investment surges as firms lag on omnichannel CX
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uc
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digital transformation
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cx
AI tops CX investment plans, but few brands yet deploy proactive, predictive tools across channels, leaving omnichannel ambitions stalled.
Why 'good enough' voice tools quietly cost businesses
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crm
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uc
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digital transformation
'Good enough' voice tools quietly drain time, frustrate staff and erode service, as hidden frictions multiply across calls, teams and offices.
Qualtrics named Leader in 2026 Gartner VoC Quadrant
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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
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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
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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
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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
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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.
Zotefoams launches global partner network to boost growth
Last month
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devops
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manufacturing
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cartech
Zotefoams unveils a Global Partner Programme to align vetted distributors and fabricators worldwide and support higher-value growth.
Socotra launches embedded AI assistant for underwriters
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digital transformation
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rpa
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ai security
Socotra unveils embedded AI assistant for underwriters, promising rapid setup, governance controls and live risk insights across products.
Zendesk to acquire Forethought in agentic AI expansion
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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.
Banks lag ISO 20022 deadline as data issues persist
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digital transformation
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fintech
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cx
Nearly half of banks risk missing key ISO 20022 rules due November 2026, despite heavy spend and persistent data and systems gaps.
Gamma urges diagnosis-led rethink of customer experience
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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.