Twilio has announced the launch of a new Flex SDK, allowing enterprises to integrate contact center functionality directly into their existing applications. The move includes an integration with Salesforce’s Agentforce Service..
8×8 has announced the early availability of 8×8 AI Studio, a native development environment designed to allow organizations to build, test, and deploy AI agents directly within its CX platform..
Sabio Group is proud to announce that it has achieved elite partner status — the highest tier of accreditation available within the Genesys Ascend partner programme. To achieve Elite status, partners must evidence a strong track record of successful deployments..
Organizations sometimes remain with the hybrid setup for a long period of time even after migration of data from their local Exchange Server to Office 365. Here, we will discuss the reasons for opting for a long-term hybrid setup..
Handling a frustrated shopper is one of the most challenging aspects of working in retail. Here are ten effective techniques to resolve customer disputes and protect your retail business’s reputation..
GOCare and SCTelcom have announced a new partnership aimed at transforming the customer journey for rural broadband subscribers through frictionless digital communication..
Serve First, an AI-driven customer experience and performance management platform, has raised £5 million in new funding from Pembroke VCT and the Midlands Engine Investment Fund II via Mercia Ventures..
SoundHound AI has announced a strategic partnership with the Associated Carrier Group (ACG) to bring agentic AI technology to mobile network operators. The collaboration aims to modernize customer service..
Fast replies don’t calm angry customers. A bad bot can make things worse in under a minute by sounding cold, repeating canned lines, or blocking the one thing the customer wants, a clear fix. Here’s how AI can calm angry customers..
Five9 and Assembled have announced an expansion of their partnership, aimed at addressing the growing complexity of managing contact center workforces that now include a mix of human agents and AI-enabled workflows..
Openreach has implemented proactive AI agents from NiCE Cognigy to enhance customer engagement across 15 million broadband upgrade journeys in the UK. The AI-driven approach shifts from reactive to proactive..
Fiber network provider Segra has announced the launch of SkyVoice, a unified cloud communications platform designed to consolidate voice, collaboration, and contact center functionalities..
TTEC today announced AI Gateway, a new software solution by TTEC Digital designed to connect modern AI capabilities with legacy contact center infrastructure through a single integration..
Every shopper deserves to feel valued the moment they come through your doors. Learn how inclusive customer service drives retail revenue. Discover practical tips to improve accessibility, train staff, and boost customer loyalty.
Extracting machine-readable data from physical or digital documents has become a fundamental requirement across industries — from banking and healthcare to logistics and border control. Learn how On-Device OCR can help..
Inntelo AI, the UK-based AI hospitality platform, has been selected by CityBlue Hotels, one of Africa’s fastest-growing hotel groups, to deploy AI concierge agents across hotel operations in Africa..
Cyara, the global leader in AI-powered customer experience (CX) assurance, today announced new agentic testing and AI governance capabilities that give enterprises the tools to validate, monitor, and control AI agents..
Walk into any boardroom discussing Customer Experience (CX) strategy today, and you will inevitably hear the same two words: Cost Reduction. James Hughes, Head of Commercial AI at Sabio Group, explains..
Here are ten digital customer service trends shaping the CX industry in 2026. By understanding and implementing these strategies, organizations can improve response times, resolve issues and gain loyal brand advocates..