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Customer Service News

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..

WOW24-7 Introduces Automation and AI Department to Bridge the Gap Between AI Promise and CX Reality

February 25, 2026 by CSM Newsdesk
AI and Automation department (AAD)

WOW24-7 has launched its Automation and AI Department (AAD). The dedicated business unit is designed to centralize the company’s expertise across agentic AI design, hybrid AI–human orchestration..

8×8 Launches Smart Assist to Streamline Agent Workflows and Elevate CX

February 25, 2026 by CSM Newsdesk
A smiling contact center agent wearing a telephone heaadset

8×8, Inc. has announced the launch of 8×8 Smart Assist, an AI-powered solution designed to transform the agent experience by embedding real-time guidance and intelligent automation directly into the contact center workflow..

General Magic Raises Oversubscribed US$7.2M to Cut Insurance Quote Time to 3 Minutes

February 24, 2026February 24, 2026 by CSM Newsdesk
Anthony Azrak and Jai Mansukhani, founders of General Magic

General Magic today announced a US$7.2M seed funding round. The company’s AI agents reduce inbound calls by 30%, deploy in 3 minutes and save teams 250+ hours monthly across pre-quote, post-quote, and claims workflows..

Sinch and Lovable Forge Strategic Alliance to Power the Next Generation of AI-Native CX

February 13, 2026 by CSM Newsdesk
A women using her mobile phone and laptop

Sinch has announced a strategic partnership with Lovable, the Swedish-based AI software creation platform. The collaboration will see Sinch’s communications infrastructure deeply integrated into the Lovable Cloud..

Vida Scales Enterprise CX with Major AI Agent Operating System Expansion

February 13, 2026 by CSM Newsdesk
Contact center agents taking calls

Vida, a prominent player in the AI phone agent space, has announced an expansion of its operating system designed to move enterprise AI from experimental pilots to full-scale production. Unveiled this week at MSP Expo..

Genesys Unveils Industry-First Agentic Virtual Agent Powered by LAMs to Transform Enterprise CX

February 13, 2026 by CSM Newsdesk
A customer using her mobile phone to check an order

Genesys has announced the launch of the industry’s first agentic virtual agent specifically designed for the enterprise CX sector. Powered by Large Action Models (LAMs), the new Genesys Cloud Agentic Virtual Agent..

Vonage and C3 AI Partner on Network-Enabled Agentic AI Field Services Solution

February 13, 2026 by CSM Newsdesk
Field service engineer using his tablet

Vonage has announced a strategic collaboration with C3 AI to launch a new agentic AI solution designed specifically for mobile field operations. The joint offering, C3 AI Field Services, integrates Vonage’s suite of Communications..

NiCE Report: Agentic AI Driving 80% Containment Rates and 20% CSAT Boost

February 13, 2026 by CSM Newsdesk
Two call center agents dealing with customers on the phone

NiCE has released its latest research, “The Agentic AI CX Frontline,” providing what it claims is the industry’s first quantifiable evidence of AI-first customer experience operating at scale. The report highlights how global enterprises..

Salesforce to Acquire Cimulate to Bolster Agentforce Commerce and Intent-Driven Search

February 13, 2026 by CSM Newsdesk
Salesforce

Salesforce has announced an agreement to acquire Cimulate, an emerging specialist in AI-powered product discovery and agentic commerce. The acquisition is set to strengthen Salesforce’s investment in Agentforce Commerce..

Alloy.ai and LiftLab Partner to Bridge the Gap Between Media Spend and In-Store Sales

February 13, 2026 by CSM Newsdesk
A retail manager checking sales on his laptop

In a move set to provide consumer brands with deeper visibility into the customer journey, Alloy.ai and LiftLab have announced a strategic partnership aimed at solving one of the most persistent challenges in retail..

Aurasell Debuts AI-Native GTM Operating System to Supercharge Legacy CRMs

February 13, 2026 by CSM Newsdesk
AI platform data center

Aurasell has announced the launch of the world’s first AI-Native Go-To-Market Operating System (GTM OS). The platform is engineered to run intelligent, automated workflows directly on top of existing enterprise environments..

Udemy and OpenAI Team Up to Embed Interactive Learning Directly into ChatGPT

February 13, 2026 by CSM Newsdesk
A student learning online

Udemy, the AI-powered skills acceleration platform, has announced a strategic integration with OpenAI, bringing its vast library of professional development content directly into the ChatGPT interface. The move aims to transform..

Crisp Unveils AI Agents to Transform Retail Collaboration and Supply Chain Efficiency

February 13, 2026 by CSM Newsdesk
A retail inventory manager working in a modern store

Crisp has announced the general availability of Crisp AI Agents. The new platform is designed to automate retail operations for Consumer Packaged Goods (CPG) brands and retailers by leveraging daily, store-level intelligence..

Transit Technologies Unveils Integrated Workforce Management Platform to Modernize Transit Operations

February 13, 2026 by CSM Newsdesk
A logistics manager using route plaaning software on his computer

Transit Technologies has announced the launch of its new Workforce Management solution, a purpose-built platform designed to help public transit agencies and private operators transition away from legacy systems..

Exotel Debuts AI-Powered ‘Harmony’ Platform to Unify CX Orchestration

February 13, 2026 by CSM Newsdesk
A business person looking at his mobile phone app

Exotel has officially launched Harmony in the Middle East. Unveiled at the IDC CIO Summit, the AI-powered, human-assisted CX orchestration platform is designed to bridge the gap between disconnected communication silos..

Dyna.Ai & ejada Systems Partner to Drive Production-Grade AI Across Saudi Contact Centers

February 13, 2026 by CSM Newsdesk
Customer service representatives (CSRs) working in a contact center

In a move signaling the shift from AI experimentation to full-scale operational deployment, global AI solutions provider Dyna.Ai has announced an exclusive partnership with Saudi-based IT service leader ejada Systems..

AEON Financial Service Deploys Genesys Cloud in Major CX Transformation

February 13, 2026 by CSM Newsdesk
Japanese call center

Genesys and Fujitsu have announced the successful transformation of AEON Financial Service’s contact center operations. The financial giant has overhauled its customer engagement capabilities, reporting improvements..

Oracle Launches Role-Based AI Agents to Supercharge Fusion Cloud CX

February 13, 2026 by CSM Newsdesk
Oracle office building

Oracle has announced the introduction of new role-based AI agents within its Oracle Fusion Cloud Applications, designed to help organizations deliver intelligent customer experiences (CX) at scale. The new agents..

Medallia Bolsters CX Portfolio with New GenAI Innovations at Experience ‘26

February 13, 2026 by CSM Newsdesk
customer support rep

Medallia has used its flagship conference, Experience ‘26, to unveil a significant expansion of its innovation agenda. The announcement centers on a suite of generative AI (GenAI) capabilities designed to democratize data analytics..

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