CSM Newsdesk

Observe.AI has announced a collaboration with Amazon Web Services (AWS), aimed at accelerating the enterprise deployment of AI agents within customer service operations. The partnership seeks to support Observe.AI’s Agentic CX Platform..

eGain has been positioned as a Leader in the inaugural Gartner Magic Quadrant for Knowledge Management Systems for Customer Service. At the core of eGain’s offering is the AI Knowledge Hub, which utilizes an AI KnowledgeOps framework..

As of July 20, Avaya has ceased new sales of the Avaya Agent for Desktop (AAFD). While the End of Sale for New Systems has taken effect, Avaya has clarified that the software is not disappearing overnight for those already utilizing it..

Netchex, a payroll and human capital management (HCM) platform for businesses with deskless workforces, today announced Mesh, a team of AI HR teammates that anticipate problems and complete work before anyone asks..

Consumer hardware company Aina has announced a $5.5M seed round to build a general purpose interface for the age of AI beyond phone touchscreens and keyboards. Aina is founded by Apoorv Shankar, former VP of Hardware at Ultrahuman..

UK telecoms regulator Ofcom has handed Virgin Media a £28 million fine following a multi-year investigation that revealed the provider deliberately obstructed customers attempting to cancel their contracts or switch to competitors..

Five9 has announced the appointments of Niranjan Vijayaragavan as Five9’s new Chief Technology Officer, Rob Hornish as its new Chief Sales Officer, and Sven Linsmaier as Executive Vice President, Transformation and Strategy..

Gala Technology, the UK fintech company behind the award-winning SOTpay secure payment platform, has launched Chloe by SOTpay, the new Securafone AI Booking Concierge designed to help hotels answer booking calls..

Zenarate, the leader in AI Simulation Training and Frontline Performance, today announced Evolve, an agentic conversational AI platform that helps enterprises automate, validate and continuously improve tier 1 and tier 2 customer interactions..

SuccessKPI, a leading cloud-native performance platform for agentic and human CX, today announced it has been recognized as a featured vendor in the new “Workforce Management in the Age of AI: 2026 CX Market Report”..

Of the approximately 1,200 community-related concerns lodged on the Citizens Connect App since its launch in March, more than 875 have been resolved. Guyanese citizens have used the app to report matters relating to service..

Sabio Group delivers mission-critical cloud migration for the Netherlands’ largest energy provider, serving 2.5 million customers — migrating in under 12 weeks, with zero critical incidents while transforming agent satisfaction in the process..

Sabio Group today announced that one of motorsport’s most respected voices on data strategy and high-performance AI will close this year’s Disrupt London 2026 event as its keynote speaker..

Sabio Group is proud to announce that it has achieved elite partner status — the highest tier of accreditation available within the Genesys Ascend partner programme. To achieve Elite status, partners must evidence a strong track record of successful deployments..

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..