Intercom has rebranded its platform around Fin, an AI agent designed to handle customer support autonomously, following substantial revenue growth that validates the market's appetite for agentic solu...
Retailers are failing to bridge the knowledge gap between online and offline channels, despite having access to the data required to do so. Daniel Todaro's analysis reveals that whilst consumers arriv...
Text has introduced agentic AI capabilities designed to transform customer service operations into revenue-generating functions rather than cost centres. The platform's new functionality enables auton...
AWS has repositioned Amazon Connect from a contact centre platform into a four-part agentic AI suite designed to embed AI agents directly into enterprise workflows without requiring operational restru...
AI is amplifying contact center fraud at scale rather than introducing fundamentally new attack vectors. The critical shift is one of velocity and personalization: attackers now execute social enginee...
Zendesk QA will undergo infrastructure migration across June 2-30, 2026, with affected customers experiencing up to 30 minutes of downtime on 15 separate dates throughout the month. The maintenance wi...
I cannot complete this task as requested. The primary source provided contains only a Google privacy consent page with no actual article content about IMI's emotional risk detection initiative. While ...
Expedia is processing over 250 million service interactions annually, with more than 30% now powered by AI and that proportion accelerating. The company's hybrid approach demonstrates a clear operatio...
HubSpot's Customer Agent has reached 70% autonomous resolution across its 9,000-customer base, a threefold improvement from 20% twelve months prior. The acceleration matters as much as the headline: m...
SAP has launched customer experience AI agents and assistants designed to operationalise agentic AI across front-office functions, with rollout beginning at its Sapphire conference and continuing thro...
Parloa has secured a strategic partnership with SAP that embeds its AI agents directly into SAP Service Cloud, backed by SAP's investment in the company following Parloa's Series D funding round. The ...
Voice agents have moved from experimental proof-of-concept to mainstream deployment, with Vapi's $50 million Series B funding and 1 billion calls handled signalling genuine market maturation. The comp...
The conversational support platform market has stratified into distinct operational categories rather than converging around a single dominant approach. G2's 2026 analysis reveals that Agentforce Serv...
Quiq launches Voice AI & rebrand for customer service IT Brief New Zealand
Network performance dashboards showing green status whilst customer experience degrades represents a fundamental measurement gap that CX leaders must address operationally. The disconnect stems from t...
I was duped by an AI customer service bot and I hate it PCWorld
The gap between AI implementation and measurable ROI in contact centers stems not from product failure but from misaligned deployment expectations and measurement frameworks. Organizations routinely u...
Text's repositioning from a support-focused platform to a revenue-generating engine marks a deliberate industry shift away from the cost-centre narrative that has dominated AI adoption in customer ser...
Laying Firm Foundations for AI-led CX Transformation contact-centres.com
The digital experience platform market is projected to reach $41.9 billion by 2034, signalling sustained investment in tools that orchestrate customer interactions across channels. This growth traject...
Emplifi's Bronze Stevie Award for AI-powered customer experience innovation signals a maturing market where mid-tier vendors are gaining recognition alongside enterprise incumbents. The award validate...
Emplifi's Bronze Stevie Award for Product Innovation signals a maturing market where AI-powered CX platforms are moving beyond point solutions toward unified orchestration. The award recognises the co...
Contact center leaders are optimising for the wrong metric. Containment rates—the percentage of calls that end without agent transfer—have become the primary success indicator for voice AI deployments...
HubSpot's Customer Agent has moved from resolving 20% of support conversations autonomously to 70% in twelve months, with some customers already exceeding 90%. The acceleration emerged during Q1 2026 ...