The latest news for the customer service industry. CSM brings you industry news, views and opinion that keeps you up to date in the world of customer service management and experience..
Mercatus Outsourcing has partnered with Voiso to strengthen its customer engagement capabilities across the EMEA region, combining operational expertise with AI-powered contact center technology..
WestCX, part of West Technology Group, has launched Engage, a next-generation AI-native engagement platform designed to transform how healthcare organizations communicate with patients..
Australian Motoring Services (AMS) has slashed call handling and dispatch response times by up to 50% after deploying the Boomi Enterprise Platform. The Platform now enables real-time, two-way data sync..
Amplitude has launched AI Feedback, a new generative AI engine that automatically transforms customer feedback into prioritized, actionable insights. Fully integrated with Amplitude Analytics..
Freshworks has introduced a new suite of AI-driven enhancements for its Freshdesk platform, designed to reduce service fragmentation, improve resolution times, and deliver more personalized experiences..
RingCentral has introduced a new Customer Engagement (CE) Bundle designed to enhance lightweight contact centers by integrating advanced queue management and SMS shared inbox features..
Salesforce has announced plans to acquire Spindle AI, a specialist in agentic analytics and machine learning designed to enhance data-driven decision-making at scale..
Murf AI, a trusted leader in ethical, enterprise-grade voice solutions, today announced the launch of Murf Falcon, the world’s most efficient and fastest text-to-speech API. Murf Falcon empowers enterprises..
FCM Travel, the flagship large-market business travel division of Flight Centre Travel Group, announced it has been named to Newsweek’s 2026 ranking of America’s Best Customer Service in Travel Management..
Leading UK housing association, Bromford, has appointed AI-first customer experience specialists, Sabio Group, to deliver a transformative cloud communications platform that will fundamentally reshape its service..
Microsoft is rolling out a new wave of AI-powered agents in its Dynamics 365 suite—tools designed to take the grind out of everyday business tasks and help companies make faster, smarter decisions..
Rhapsody hosted an exclusive evening in London, bringing together 30 industry leaders and creatives to explore the evolving role of AI in content creation. The event showcased how to deliver extraordinary results..
NiCE has launched a new control hub designed to keep the next generation of AI-powered customer service agents running smoothly — no matter how big or complex the operation..
Talkdesk has announced a new partnership with Databricks in a move that promises to supercharge the way companies use artificial intelligence to serve their customers, part of the Databricks Partner Program..
Twilio has rolled out a new set of data features that promise to help brands keep their customers happier and their data in check. Among the new tools are Granular Observability, and a centralized Alerting Hub..
The AWS outage on October 20, 2025 has had a major global impact on customer service operations across many industries. Here’s a breakdown of how it’s affected companies and users worldwide..
Lorikeet, the company that helps businesses create universal AI concierges, today announced the launch of its Team of Agents platform, an industry first that enables multiple AI agents to work together seamlessly..
A stark reality check awaits contact centre leaders pursuing AI transformation: whilst 95% of enterprise AI initiatives fail to reach production, the underlying cause isn’t technological limitations..
Sanas, provider of the world’s first Real-Time Speech Understanding Platform, announced a major expansion of its AI-powered Accent Translation solution, introducing first-ever support for a range of accents..