CSM Newsdesk

TTEC today announced AI Gateway, a new software solution by TTEC Digital designed to connect modern AI capabilities with legacy contact center infrastructure through a single integration..

Infobip has released its Messaging Trends Report 2026. The report highlights the shift to conversational experiences, with nearly 98% of traffic now sent by customers using multiple channels..

In a world shaped by AI, the companies that win are the ones that understand customers in context and act when it matters. At X4, Qualtrics announced new capabilities across the Customer Experience suite..

Comviva has launched NGAGE for Enterprises, a next-generation CPaaS platform designed to deliver seamless, secure, and intelligent customer experiences at scale. The platform integrates omnichannel communication..

LivePerson has introduced Syntrix, a new simulation and evaluation platform designed to help enterprises deploy customer-facing AI and enhance customer experience (CX) with AI and live agents..

ServiceNow’s Third Customer Experience (CX) Report, based on insights from over 5,000 Indian consumers and 425 customer service professionals, reveals that while automation is improving speed and convenience, gaps continue..

Krisp has announced the launch of Listener-side Accent Conversion. The real-time, voice AI solution is designed to bridge the gap in comprehension during live conversations, specifically targeting the needs of global enterprises..

Salesforce has announced the launch of Agentforce for Communications, a specialized suite of five AI agents designed to help the telecommunications industry navigate complex sales cycles and mounting customer retention pressures..

Sweep has launched Multi-Org Agent for Salesforce, a new agent designed for enterprises with multiple Salesforce organizations. Multi-Org Agent maps every dependency, automation, and rule across fragmented Salesforce environments..

BluStream has announced the launch of Polly—an AI advisor that can be used for any product. Powered by the BluStream Product Experience (BluStream PX) platform, Polly creates a constant connection between a brand and its customers..

WOW24-7 has launched its Automation and AI Department (AAD). The dedicated business unit is designed to centralize the company’s expertise across agentic AI design, hybrid AI–human orchestration..

8×8, Inc. has announced the launch of 8×8 Smart Assist, an AI-powered solution designed to transform the agent experience by embedding real-time guidance and intelligent automation directly into the contact center workflow..

General Magic today announced a US$7.2M seed funding round. The company’s AI agents reduce inbound calls by 30%, deploy in 3 minutes and save teams 250+ hours monthly across pre-quote, post-quote, and claims workflows..

Sinch has announced a strategic partnership with Lovable, the Swedish-based AI software creation platform. The collaboration will see Sinch’s communications infrastructure deeply integrated into the Lovable Cloud..

Vida, a prominent player in the AI phone agent space, has announced an expansion of its operating system designed to move enterprise AI from experimental pilots to full-scale production. Unveiled this week at MSP Expo..

Genesys has announced the launch of the industry’s first agentic virtual agent specifically designed for the enterprise CX sector. Powered by Large Action Models (LAMs), the new Genesys Cloud Agentic Virtual Agent..

Vonage has announced a strategic collaboration with C3 AI to launch a new agentic AI solution designed specifically for mobile field operations. The joint offering, C3 AI Field Services, integrates Vonage’s suite of Communications..

NiCE has released its latest research, “The Agentic AI CX Frontline,” providing what it claims is the industry’s first quantifiable evidence of AI-first customer experience operating at scale. The report highlights how global enterprises..