Genesys is expanding its forward-deployed engineering (FDE) capabilities, with teams working alongside customers to move agentic AI use cases from planning into production. The expanded engineering work forms part of Genesys’ approach to CX transformation..

RingCentral has expanded RingCX with tools for supervising, assessing and forecasting capacity across AI and human agents.
The additions bring them into a shared dashboard, extending capabilities such as live monitoring and quality scoring..

Salesforce has signed a definitive agreement to acquire Cresta, a provider of voice agents and software for contact centre operations. The deal would bring Cresta’s voice technology into Salesforce’s customer service portfolio, connecting call data with service workflows..

Customer satisfaction with parcel delivery has fallen for the first time in three years, according to Ofcom’s latest annual survey, as delivery issues become more common and disabled customers continue to report greater difficulties..

Upstream Works has launched Totalix, an omnichannel contact center platform designed to run within the business applications employees already use. Totalix will open to early adopters in November, ahead of general availability on December 1.

New research from Seismic suggests AI is increasing the importance of human judgment in complex enterprise buying decisions.
The report, The New Go-to-Market Standard for B2B Selling, examines what senior buyers need when evaluating technology..

Robert Downey Jr. has joined SPECS as its honorary Chief Customer Experience Officer (CCEO). Working with the company, he will guide customers to understand and imagine what’s possible with SPECS. SPECS is a new kind of augmented reality (AR) glasses..

Microsoft has launched Contact Center Intelligence (CCI) in public preview, offering AI agents, quality monitoring and analytics for organizations using existing contact center platforms. CCI connects to third-party systems through an open connector..

The BrandRank 2026 Holiday AI Recommendation Share Index examined 950 responses. Amazon, Target, Nordstrom and Costco dominated AI recommendations on delivery, returns and support, while challenger brands made inroads in gift categories..

21X and FlightBridge are developing an AI concierge for private aviation, with an initial focus on customer service at fixed-base operators (FBOs). The companies will preview the experience at the 2026 NBAA Business Aviation Convention & Exhibition..

TrackVia has published 7 Ways to Cut Friction in Field Operations. The analysis of more than 250 TrackVia customers finds that field teams commonly begin with inspections and work orders before extending automation to inventory and safety..

Orvera AI is adding Forward Deployed Ops Experts to its enterprise deployment teams, pairing contact center operations experience with technical expertise from the initial scoping session through go-live and ongoing operations..

EasyJet has moved customer conversations onto Microsoft Dynamics 365 Contact Centre, bringing support channels together and using AI to help advisers find information and handle routine tasks..

Zoom has unveiled a Unified Context Layer, designed to link conversations with relevant documents and data and help people and AI agents turn business context into follow-up actions..

New York City has proposed rules that would require businesses to disclose when customers are interacting with automated customer service and provide an easy route to a human representative..

Google Cloud has resolved a disruption at its London data centre that affected banks, businesses and public services across the UK. The incident originated in the europe-west2-b zone, where a power event led to elevated error rates and intermittent network failures..

Citizen satisfaction with U.S. federal government services fell 2.6% to an American Customer Satisfaction Index (ACSI) score of 68.6 out of 100, ending four consecutive years of improvement. The Study 2026 found lower scores across all drivers..