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..
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..
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..
Cekura, an eight-month-old startup, has successfully raised a $2.4 million seed round led by Y Combinator to refine AI voice agents. Founded by IIT Bombay alumni Sidhant Kabra, Tarush Agarwal, and Shashij Gupta..
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..