Customer Service News

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..

Confido Health has raised $10M to expand AI voice agents beyond scheduling, transforming healthcare’s most common patient front door. The company is scaling its AI platform that answers and resolves patient calls in one shot.

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..