.webp)
.webp)
Customer service stories
Qualtrics named Leader in 2026 Gartner VoC Quadrant
Last week
#
uc
#
digital transformation
#
cloud security
Qualtrics again tops Gartner's 2026 Voice of the Customer rankings, leading on execution, vision and AI-driven experience agents.
8x8 launches Engage globally to extend customer CX
Last week
#
uc
#
data analytics
#
digital transformation
8x8 rolls out Engage globally, arming frontline and specialist teams with contact centre-grade tools to unify customer experience.
SonicWall revamps partner programme & appoints CRO
Last week
#
firewalls
#
network security
#
partner programmes
SonicWall overhauls its SecureFirst Partner Program and appoints Patrick O'Donnell as CRO to drive partner-led sales and managed services.
Wonderful raises USD $150m to scale global AI agents
Last week
#
digital transformation
#
erp
#
ai
Wonderful secures USD $150m Series B at a USD $2bn valuation to scale its agentic AI platform and triple headcount for global expansion.
Qualtrics named Leader in Gartner Voice of Customer
Last week
#
uc
#
data analytics
#
digital transformation
Qualtrics named Leader in Gartner Voice of the Customer report, topping rivals for execution and vision as AI reshapes CX platforms.
Alchelyst merger creates unified private markets platform
Last week
#
digital transformation
#
fintech
#
cx
Alchelyst merges with Lyra Client Solutions to form a unified tech-enabled private markets servicing platform led by founder Joan Kehoe.
Sinch unveils Voice Relay to power AI-driven calls
Last week
#
uc
#
digital transformation
#
cx
Sinch launches Voice Relay, linking text-based AI agents to live calls to streamline customer support on its expanded global voice network.
Mitel unveils WX framework for unified workforce comms
Last week
#
uc
#
private cloud
#
hybrid cloud
Mitel debuts WX, a role-aware, AI-enabled comms framework unifying frontline, mobile, knowledge and contact centre workers on one layer.
Zotefoams launches global partner network to boost growth
Last week
#
devops
#
manufacturing
#
cartech
Zotefoams unveils a Global Partner Programme to align vetted distributors and fabricators worldwide and support higher-value growth.
Zendesk to acquire Forethought in agentic AI expansion
Last week
#
digital transformation
#
cx
#
martech
Zendesk to buy AI agent platform Forethought in its biggest deal in nearly 20 years, betting on self-improving automation in customer service.
LINE Plus unveils ActEngine AI for merchant support
Last week
#
uc
#
digital transformation
#
cx
LINE Plus launches ActEngine AI, an agent platform automating merchant support and sales, after big gains at Thailand's LINE MAN Wongnai.
Blue Yonder rolls out agentic AI across supply chains
Last week
#
uc
#
manufacturing
#
data analytics
Blue Yonder expands agentic AI and mobile apps across supply chains, embedding role-based agents from planning to customer service.
.webp)
AI ambition outpaces readiness for smaller businesses
Last week
#
data protection
#
manufacturing
#
data analytics
SMBs are bullish on AI but a new ECI report finds poor data, scarce skills and unclear use cases are stalling real-world results.
Zendesk to buy Forethought in agentic AI expansion drive
Last week
#
uc
#
digital transformation
#
cx
Zendesk moves to buy Forethought, betting on agentic AI agents to resolve most customer issues autonomously across platforms and channels.
SIOS wins triple honours for leadership & support teams
Last week
#
dr
#
devops
#
hybrid cloud
SIOS Technology nets triple industry honours for leadership, customer success and support as demand for mission-critical resilience grows.
RingCentral unveils AIR Pro no-code AI contact agents
Last week
#
uc
#
data analytics
#
digital transformation
RingCentral debuts AIR Pro voice-first AI agents with no-code tools, aiming to move enterprises beyond basic IVR to scalable automation.
Whatfix boosts Mirror with AI roleplay training tools
Last week
#
uc
#
digital transformation
#
cx
Whatfix adds AI roleplay training to its Mirror simulator, promising faster readiness and fuelling a surge to USD $3 million in recurring revenue.
Salesforce unveils Agentforce AI-powered contact centre
Last week
#
crm
#
uc
#
data analytics
Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.
Rainforest upgrades planning with Manhattan cloud tools
Last week
#
data analytics
#
digital transformation
#
planning
Rainforest Distribution will replace legacy tools with Manhattan's cloud planning suite to unify demand, inventory and execution decisions.
Zoom expands agentic AI to automate workplace tasks
Last week
#
uc
#
cx
#
martech
Zoom is rolling out agentic AI across Workplace, Phone and CX, turning meetings and calls into automated workflows and custom AI agents.