CSM Newsdesk

Sabio Group has delivered exceptional results for ESP Group, demonstrating the tangible business value of strategic contact centre modernisation. In a new, recently published video case study, ESP Group..

Ex-Typform CEO and serial entrepreneurs have launched Supersonik to end demo delays with an autonomous, multilingual AI agent that instantly joins video calls, showcases real software, and adapts every pitch in real time..

Vectara, a platform specializing in AI-powered agents and assistants, has been chosen by Broadcom to implement an end-to-end conversational AI customer service solution for its enterprise clients..

TTEC Holdings Inc has announced the launch of TTEC Digital’s Digital Dev Academy in the United Kingdom. The initiative delivers hands-on training in Microsoft’s Power Platform to students across the UK..

Ultatel has introduced the Intelligent Voice AI Agent, a virtual assistant that handles routine business tasks with empathy and professionalism. The AI agent seamlessly integrates with Ultatel’s cloud phone system..

NiCE has announced the winners of its 2025 International CX Excellence Awards, honoring organizations from across EMEA and APAC that are redefining customer service with NiCE’s CXone Mpower..

RingCentral has announced the general availability of its AI Receptionist (AIR), an AI phone agent that uses generative AI to automatically answer customer questions and transfer callers to the right place..

SAP has launched a new cloud edition of SAP Customer Checkout, offering a seamless, efficient, and scalable point-of-sale solution for various industries. The cloud edition includes two components..

Thoma Bravo is in advanced talks to acquire Verint, the customer relationship software company, amidst the AI revolution impacting the CRM sector. The deal value remains undisclosed..

TalkTalk is enhancing its customer service capabilities by leveraging NiCE’s AI-powered platform, CXone Mpower. The collaboration aims to consolidate TalkTalk’s various operating systems into a unified AI platform..

Cognizant and Salesforce have expanded their partnership for deploying AI agents to transform customer and business operations. The services aim to accelerate the adoption of AI-augmented workforces..

Manhattan Associates has introduced new enhancements to Manhattan Active Omni, focusing on improving customer experiences and operational efficiency. The updates include advanced AI-powered tools..

Far too many brands are still failing to implement a personalized loyalty program when it comes to promotions and loyalty – stuck in a vicious circle of blanket discounting, poor data, and squeezed margins..

When it comes to customer satisfaction in the fast-food industry, Chick-fil-A has once again claimed its spot at the top. For the 11th consecutive year, the beloved restaurant chain has outshone competitors..

According to Forrester’s global Customer Experience Index (CX Index™) 2025 rankings, ongoing challenges that drove last year’s decline in customer experience (CX) quality continue to impact consumers..

As AI agents reshape work across industries, SuperDial is targeting one of healthcare’s most expensive and invisible burdens: administrative phone calls. Today, the company announced $15 million in new funding..

New Quantum Metric research highlights the importance of balancing human and AI-powered customer support in today’s omnichannel era. The new report, ‘The support struggle: Bridging the digital divide’ explores..