From Integration to Orchestration: The CX Platform Shift That's Accelerating CMSWire
WasteVision AI introduces Route Verification to help haulers Waste Today -
Quiq launches Voice AI & rebrand for customer service ecommercenews.com.au
Quiq launches Voice AI & rebrand for customer service IT Brief New Zealand
Announced on Rollout on May 14, 2026 May 14, 2026 Zendesk is excited to announce a powerful new way to structure your custom data in Zendesk with parent-child relationships.This announcement includes...
Empathy for Humans, APIs for AI: Why One CX Model No Longer Works CX Today
AI's role in telecom sector growing, but customer satisfaction lagging Pique Newsmagazine
Announced on Rollout starts Rollout ends May 13, 2026 May 13, 2026 June 12, 2026 Zendesk is happy to announce the integration of the action builder with AI agents. This improvement allows you to utili...
The CX platform will provide real-time CX insights out-of-the-box, enable human and AI collaboration and access to third-party data systems.
Most contact center teams are monitoring AI systems like traditional software—tracking uptime, deflection rates, and response times—whilst missing the critical signals that matter: whether answers are...
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...
CelcomDigi launches Spark AI chatbot, unifies customer support channels Telecompaper
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...
Observe.AI Launches Companion Agent, an AI Co-Pilot for Frontline Teams BriefGlance
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...
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...
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...
AI's role in telecom sector growing, but customer satisfaction lagging Castanet
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...
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...
AI's role in telecom sector growing, but customer satisfaction lagging BNN Bloomberg
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 ...
Announced on Rollout starts Rollout ends May 13, 2026 May 13, 2026 May 14, 2026 Zendesk is excited to announce a significant enhancement to action builder that allows admins to leverage custom objects...
Zendesk has introduced native PDF preview functionality in Agent Workspace, eliminating the automatic download requirement that previously forced agents to switch between their browser and local file ...