Salesforce has integrated Ribbon's cloud-native session border controller and policy routing engine into Agentforce Contact Center, enabling containerized voice infrastructure to route calls between A...
Regal's leadership is positioning AI voice agents as a fundamental shift in customer service delivery, moving beyond chatbots to autonomous systems capable of handling complex interactions without hum...
AI agents are not rescuing broken service; they are exposing it. Customer satisfaction metrics remain stubbornly flat—US ACSI at 76.9, UK CX quality at a record low of 68.3 in 2025—whilst regulatory c...
Cisco announced a 4,000-job restructuring alongside record Q3 2026 earnings, explicitly naming silicon, optics, security, and AI infrastructure as strategic priorities whilst conspicuously omitting co...
Ribbon Communications has partnered with Salesforce to develop an AI-powered contact center solution, positioning itself as a complementary player in Salesforce's expanding Agentforce ecosystem. The p...
BMO's analytics team has deployed AI-driven insights to optimise contact centre performance, moving beyond reactive troubleshooting toward predictive operational intelligence. This approach reflects a...
Virgin Media O2 has partnered with the Institute of Customer Service to implement a structured training programme across its customer-facing teams, signalling a deliberate investment in human-centred ...
Returning Point's announcement of a comprehensive AI customer service suite for e-commerce reflects a market inflection point that demands immediate attention from CX leaders. The platform's core capa...
Avaya has partnered with Tokyo-based avatarin to integrate AI-powered robots into its Infinity platform, enabling customer interactions across physical touchpoints including airline counters, governme...
Intercom has repositioned its customer service platform around AI-native capabilities, signalling a fundamental shift in how the vendor sees its core value proposition. This move reflects the broader ...
Ant Digital Technologies and Ryt Bank's award win signals a consolidation of AI-powered CX capabilities within regional financial services, where the integration of intelligent automation has moved be...
Melody, Realbotix's M-Series humanoid robot deployed at Bitcoin 2026, represents a tangible shift in how enterprises are approaching physical customer engagement—moving AI from screen-based interfaces...
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