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..
Applied Labs, founded by early Scale AI leaders, announced $4.2 million funding to transform how businesses deploy AI agents for complex support and operations tasks. The seed round was led by Abstract..
In less than 12 months since deploying nShift Track, ICIW has seen a 50% reduction in delivery-related questions from customers. This reduction in workload for its customer service team is saving ICIW €12,000 a year..
Leading CX solutions provider Sabio has been awarded the EcoVadis silver medal, placing it in the top 15% of companies globally for sustainability practices. With an overall score of 71 out of 100..
Netigate, a leading provider of experience management solutions, has announced the launch of Ask AI, a generative AI feature designed to help companies and organisations get clear answers..
Aquant, an AI platform built for servicing complex machinery, released its highly anticipated 2025 Field Service Benchmark Report, offering an in-depth analysis of trends, challenges, and opportunities..
Enghouse Holdings UK Limited, a subsidiary of Enghouse Systems Limited, has acquired Aculab PLC, a provider of communication and AI software solutions. The acquisition expands Enghouse’s gateway business..
Microsoft has introduced multilingual autonomous voice agents using Copilot Studio, a significant advancement in their AI capabilities. The voice agents are designed to handle multiple languages effortlessly..
Twilio has introduced ConversationRelay, a voice AI platform that simplifies voice AI development by managing technical complexities and enabling natural, scalable voice interactions..
Salesforce has announced Agentforce 2.0: the first digital labor platform for enterprises — a complete AI system for augmenting teams with trusted, autonomous AI agents in the flow of work..
To celebrate the holiday season, Moneypenny and VoiceNation in Duluth made it rain gift cards for Rainbow Village, donating 40 gift cards that will empower families to buy their holiday gifts..
The leading German business process outsourcing (BPO) provider Cho-Time (SSF Group) is partnering with yoummday, the platform for customer experience (CX) technology solutions..
Prosper, a financial services company, has selected NICE to support its customer experience transformation efforts. The company plans to use NICE’s CXone Mpower tools like SmartReach and Enlighten AI..
Grupo Juguetron, a prominent Mexican company with numerous stores nationwide, has partnered with RELEX Solutions to enhance their supply chain and retail planning through advanced forecasting..
HubSpot has announced the acquisition of Frame AI, an AI-powered conversation intelligence platform, to enhance its ability to provide real-time insights from unstructured data. HubSpot plans to integrate..
Tata Communications has unveiled Kaleyra AI, an innovative AI-powered flagship portfolio poised to transform customer interactions. This innovative suite will initially feature three distinct capabilities..
Gartner forecasts that by 2028, 30% of Fortune 500 companies will provide customer service through a single AI-driven channel capable of handling text, images, and sound. Rather than juggling separate channels..
Southwest Gas has been recognized for top-tier customer satisfaction in Residential Natural Gas Service for the West region among large utilities. High marks were also earned for its commitment to safety and reliability..
BT Group is enhancing customer support by incorporating advanced AI and generative AI technologies in partnership with Sprinklr. The updated customer contact platform aims to improve CX..
Vapi has scaled revenue to millions for voice agents across industries like customer service and healthcare. Fresh funding to accelerate hiring elite engineering talent and scale their real-time infrastructure..