Ian Miller 
SoundHound AI has announced a strategic partnership with the Associated Carrier Group (ACG) to bring agentic AI technology to mobile network operators. The collaboration aims to modernize customer service..
Fast replies don’t calm angry customers. A bad bot can make things worse in under a minute by sounding cold, repeating canned lines, or blocking the one thing the customer wants, a clear fix. Here’s how AI can calm angry customers..
Five9 and Assembled have announced an expansion of their partnership, aimed at addressing the growing complexity of managing contact center workforces that now include a mix of human agents and AI-enabled workflows..
Openreach has implemented proactive AI agents from NiCE Cognigy to enhance customer engagement across 15 million broadband upgrade journeys in the UK. The AI-driven approach shifts from reactive to proactive..
Fiber network provider Segra has announced the launch of SkyVoice, a unified cloud communications platform designed to consolidate voice, collaboration, and contact center functionalities..
Every shopper deserves to feel valued the moment they come through your doors. Learn how inclusive customer service drives retail revenue. Discover practical tips to improve accessibility, train staff, and boost customer loyalty.
Learn how self-service customer analytics empower retail teams to make faster decisions, reduce wait times, and significantly boost overall sales..
Inntelo AI, the UK-based AI hospitality platform, has been selected by CityBlue Hotels, one of Africa’s fastest-growing hotel groups, to deploy AI concierge agents across hotel operations in Africa..
The collaboration integrates Five9’s cloud contact center innovation with Aspect’s AI-powered workforce management and aims to drive operational efficiency and real-time staffing accuracy..
In a move designed to bridge the gap between data collection and operational execution, Atombit has announced a strategic partnership with CallMiner. The collaboration is set to provide enterprises with a unified approach..
Verint has announced that a prominent digital identity and security firm has achieved significant performance gains within days of deploying the Verint Intelligent Virtual Assistant (IVA)..
Salesforce has integrated AI directly into its Salesforce Suites CRM for small businesses and startups to help teams act faster on customer data without extra setup. AI tools in Salesforce Suites aims to unify sales, service, marketing..
Klaviyo has launched Composer, an AI-driven tool that creates and optimizes full marketing campaigns and flows from simple prompts. Composer aims to enable marketers to generate launch-ready campaigns in minutes.
Oracle has introduced Fusion Agentic Applications, a new enterprise software powered by coordinated AI agent teams designed to proactively drive business outcomes within Oracle Fusion Cloud Applications..
Merkle has expanded its strategic partnership with Adobe to create industry-specific CX solutions by integrating Adobe Experience Cloud, Adobe Creative Cloud, and Merkle’s expertise in CX transformation, technology..
Vonage has launched a native integration of its Contact Center with ServiceNow Voice, embedding enterprise-grade voice and AI capabilities into ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) workflows..
Meta is launching a suite of new AI tools designed to overhaul customer support across Facebook and Instagram. The move aims to provide faster, more accurate assistance, but raises questions about the role of humans..
The J.D. Power 2026 U.S. Telecom Digital Experience Study highlights that while T-Mobile and Mint Mobile are setting the pace for digital satisfaction, the industry at large is struggling to provide a consistent experience..
Verint has announced an addition to its executive leadership team, appointing Teresa Anania as Chief Customer Officer (CCO). Anania brings over 25 years of experience in the enterprise software and customer success sectors..