AI, Customer Experience, and Knowledge Management Leaders Convene at eGain Solve26 in Chicago GlobeNewswire
AI agents are fundamentally reshaping the competitive landscape of CRM and CDP platforms by shifting the battleground from data unification to governed decision-making. Oracle, Microsoft, SAP, Braze a...
Zendesk has rolled out three interconnected enhancements to action flows in early October 2026, fundamentally reshaping how CX teams can orchestrate workflows across their tech stack. The core expansi...
The WhatsApp integration failure reported—where tickets create successfully inbound but agent responses fail to transmit back to the customer—exposes a critical gap in Zendesk's bidirectional messagin...
Touchless resolution represents a fundamental recalibration of how CX leaders should evaluate AI success, moving the measurement from interaction speed to verified outcome completion. The distinction ...
Zendesk has rolled out two interconnected capabilities designed to embed human oversight into its agentic systems: the ability for admins and agents to edit AI agent tickets and take over conversation...
Adoreboard launches CX predictive intelligence platform to turn customer experience into revenue impact Lelezard
How AI Voice Assistant Development Is Reshaping Customer Service in 2026 Nasscom
Public sector contact centres are experiencing significantly lower customer satisfaction rates with AI implementations compared to their private sector counterparts. This disparity reflects a fundamen...
Plaintiff lawyers have weaponised the distinction between call recording and biometric processing, creating a litigation pathway that contact center leaders can no longer treat as a vendor problem. Th...
BT Business has launched an AI Receptionist designed to handle incoming customer calls, positioning itself within a rapidly expanding market of voice-based AI agents that now includes offerings from M...
Helppli has launched HelppliX Agent, a configurable AI system designed to handle customer conversations across voice, WhatsApp, SMS, web chat, and email without requiring businesses to rebuild infrast...
See the What's New section for an overview of last month's releases.This week's release notes include: Knowledge AI Agents Contact Center Mobile SDKs App Marketplace Products with no updates this week...
Zendesk has introduced locale override functionality for its messaging mobile SDKs, enabling integrators to specify a customer's preferred language during SDK initialization rather than defaulting to ...
Cognigy's launch of AI Copilot represents a deliberate pivot from agent-facing suggestion tools toward comprehensive real-time support systems that embed generative AI directly into agent workflows. T...
Announced on Rollout on October 8, 2026 November 10, 2026 We're excited to announce quality score, a new way to understand the quality of your customer service interactions directly in Zendesk. Qualit...
Hotel Bethlehem's announcement of its "R.E.A.L. People Promise"—a commitment to reject AI-driven customer service entirely—represents a deliberate positioning choice rather than a technical limitation...
Zendesk has released brand filtering for its mobile SDKs on iOS and Android, enabling end users to view only conversations associated with their current brand context. The feature addresses a genuine ...
Zendesk has closed a critical feature gap in its email AI agents by introducing configurable Knowledge and Welcome replies, bringing email automation to functional parity with its messaging channel ca...
Announced on Rollout on October 1, 2026 October 1, 2026 We’re excited to announce outbound queue selection in Zendesk Contact Center. This feature gives agents more flexibility when making outbound ca...
Announced on Rollout on September 30, 2026 September 30, 2026 We’re happy to announce that you can now view WhatsApp usernames in the Agent Workspace.This article includes the following sections: What...
Announced on Rollout starts Rollout ends October 7, 2026 October 7, 2026 October 12, 2026 Admins can now test procedures for auto assist directly in the procedure editor in Knowledge before publishing...
Twilio Announces New Integration with Google Cloud Contact Center AI CX Today
Announced on Rollout starts Rollout ends October 2, 2026 November 3, 2026 December 1, 2026 Zendesk is excited to announce the general availability of employee service AI agents, which are purpose-buil...