.webp)
Customer Support stories
Deskpro brings cloud & VPC help desks to AWS shopfront
Last week
#
uc
#
data protection
#
private cloud
Deskpro launches cloud and VPC help desk on AWS Marketplace, giving organisations flexible hosting, AI options and streamlined procurement.
AI agents and enterprise transformation: Turning hype into measurable value in 2026
Last week
#
data protection
#
smart cities
#
data analytics
In 2026, AI agents move from pilots to the enterprise core, forcing firms to prove measurable value under tight governance.
Customer success is not support, it is stewardship
Last week
#
digital transformation
#
erp
#
ai
Customer success must evolve from reactive support to strategic stewardship, aligning stakeholders so tech investments deliver lasting value.
AI-era contact centres become strategic CX data hubs
Last week
#
crm
#
uc
#
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
Last week
#
devops
#
digital transformation
#
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
Last week
#
saas
#
crm
#
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
Last week
#
digital transformation
#
cx
#
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 month
#
uc
#
data analytics
#
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 month
#
data analytics
#
cx
#
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 month
#
uc
#
data protection
#
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 month
#
crm
#
digital transformation
#
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 month
#
rpa
#
e-commerce
#
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 month
#
crm
#
uc
#
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 month
#
uc
#
data protection
#
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 month
#
devops
#
digital transformation
#
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 month
#
saas
#
siem
#
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 month
#
uc
#
data analytics
#
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 month
#
uc
#
digital transformation
#
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 month
#
uc
#
digital transformation
#
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
#
uc
#
data protection
#
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.