Customer service stories - Page 5

Sinch unveils Voice Relay to power AI-driven calls

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Sinch launches Voice Relay, linking text-based AI agents to live calls to streamline customer support on its expanded global voice network.

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Mitel unveils WX framework for unified workforce comms

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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

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Zotefoams unveils a Global Partner Programme to align vetted distributors and fabricators worldwide and support higher-value growth.

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Socotra launches embedded AI assistant for underwriters

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Socotra unveils embedded AI assistant for underwriters, promising rapid setup, governance controls and live risk insights across products.

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Zendesk to acquire Forethought in agentic AI expansion

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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

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Gamma is urging organisations to treat missed calls and long queues as symptoms of deeper CX flaws in systems, processes and culture.

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Banks lag ISO 20022 deadline as data issues persist

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Nearly half of banks risk missing key ISO 20022 rules due November 2026, despite heavy spend and persistent data and systems gaps.

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Blue Yonder rolls out agentic AI across supply chains

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Blue Yonder expands agentic AI and mobile apps across supply chains, embedding role-based agents from planning to customer service.

AI ambition outpaces readiness for smaller businesses

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SMBs are bullish on AI but a new ECI report finds poor data, scarce skills and unclear use cases are stalling real-world results.

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Zendesk to buy Forethought in agentic AI expansion drive

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Zendesk moves to buy Forethought, betting on agentic AI agents to resolve most customer issues autonomously across platforms and channels.

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SIOS wins triple honours for leadership & support teams

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SIOS Technology nets triple industry honours for leadership, customer success and support as demand for mission-critical resilience grows.

Ping Identity names Graeme Ventris to lead EMEA Channel

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partner programmes

Ping Identity has hired Graeme Ventris as EMEA Channel and Alliances Chief, tasking him with driving partner-led growth in digital identity.

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RingCentral unveils AIR Pro no-code AI contact agents

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RingCentral debuts AIR Pro voice-first AI agents with no-code tools, aiming to move enterprises beyond basic IVR to scalable automation.

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Stable call centre KPIs mask growing customer anger

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UK contact centres keep KPIs steady, but MaxContact warns a growing perception gap as frustrated customers switch providers in droves.

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Insurers eye AI-led claims as bias & risk fears grow

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partner programmes

Insurers race toward fully AI-run claims within two years, even as most fear biased outcomes and demand stronger oversight and transparency.

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Whatfix boosts Mirror with AI roleplay training tools

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Whatfix adds AI roleplay training to its Mirror simulator, promising faster readiness and fuelling a surge to USD $3 million in recurring revenue.

Salesforce unveils Agentforce AI-powered contact centre

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Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

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Rainforest upgrades planning with Manhattan cloud tools

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Rainforest Distribution will replace legacy tools with Manhattan's cloud planning suite to unify demand, inventory and execution decisions.

Zoom expands agentic AI to automate workplace tasks

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Zoom is rolling out agentic AI across Workplace, Phone and CX, turning meetings and calls into automated workflows and custom AI agents.

Microsoft unveils Agent 365 & new Microsoft 365 E7 suite

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risk & compliance

Microsoft launches Agent 365 and Microsoft 365 E7, blending AI agents, Copilot upgrades and security tools in a single enterprise push.