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Zendesk launches AI-driven autonomous service workforce
Digital Transformation

Zendesk launches AI-driven autonomous service workforce

Businesses may see faster resolutions as Zendesk ties charges to verified outcomes and expands AI agents across service channels.

By Joseph Gabriel Lagonsin • 5 min read • Today
Infobip named Gartner CPaaS leader in 2026 ranking
Software-as-a-Service

Infobip named Gartner CPaaS leader in 2026 ranking

The ranking strengthens Infobip's position with enterprise buyers as CPaaS vendors compete to bundle messaging, voice and AI tools.

By Sean Mitchell • 3 min read • Today
Global 2000 downtime costs rise to USD $600 billion
Software-as-a-Service

Global 2000 downtime costs rise to USD $600 billion

Outages are now costing Global 2000 firms USD $600 billion a year, as a single incident can wipe 3.4% off share prices.

By Sofiah Nichole Salivio • 4 min read • Today
Aramex portal gains 250,000 users as enquiries drop
Digital Transformation

Aramex portal gains 250,000 users as enquiries drop

Fewer calls about missing parcels are easing pressure on support teams as Aramex's self-service tracking portal attracts 250,000 users in six months.

By Sean Mitchell • 3 min read • Last week
Boomi, Gong tie AI agents to live customer revenue signals
Customer Relationship Management

Boomi, Gong tie AI agents to live customer revenue signals

Enterprise teams could soon turn sales calls into automated actions across finance, support and product systems without custom integration work.

By Mark Tarre • 4 min read • Last week
Boomi & Guru launch AI data partnership for agents
Digital Transformation

Boomi & Guru launch AI data partnership for agents

Businesses could get more reliable AI answers as verified knowledge is linked with live enterprise data across Boomi and Guru's platforms.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Webidoo raises USD $25 million to fuel US expansion
Software-as-a-Service

Webidoo raises USD $25 million to fuel US expansion

The funding will help the Italian software group buy US businesses and deepen its reach among small firms already using multiple tools.

By Sean Mitchell • 4 min read • Last week
8x8 promotes Chris Angus to Vice President Sales EMEA
Unified Communications

8x8 promotes Chris Angus to Vice President Sales EMEA

The promotion comes as 8x8 tries to grow EMEA sales for its contact centre and customer experience software amid fierce sector competition.

By Sean Mitchell • 3 min read • Last week
Australia & New Zealand brands lead APAC in agentic AI
Digital Transformation

Australia & New Zealand brands lead APAC in agentic AI

But data quality and integration are slowing deployment, as most brands in Australia and New Zealand remain unable to scale agentic AI.

By Sean Mitchell • 4 min read • Last week
Quiq launches Voice AI & rebrand for customer service
Software-as-a-Service

Quiq launches Voice AI & rebrand for customer service

Businesses can now keep customer conversations seamless as Quiq adds live voice support and a new brand identity for its service platform.

By Sofiah Nichole Salivio • 4 min read • Last week
Crescendo appoints Will Newman as Vice President, EMEA
Customer Experience

Crescendo appoints Will Newman as Vice President, EMEA

The hire signals a fresh push to win corporate spending on AI customer service tools as Crescendo scales across Europe, the Middle East and Africa.

By Sofiah Nichole Salivio • 3 min read • Last week
Vapi raises USD $50 million as calls pass 1 billion
Digital Transformation

Vapi raises USD $50 million as calls pass 1 billion

The funding will help Vapi scale its voice AI platform as enterprise demand surges and more than 1 billion calls flow through its agents.

By Sofiah Nichole Salivio • 4 min read • Last week
Cyacomb makes three hires to drive global expansion
Data Protection

Cyacomb makes three hires to drive global expansion

Rising demand for privacy-first digital triage tools is pushing the Edinburgh firm to expand its sales and customer support teams overseas.

By Sofiah Nichole Salivio • 3 min read • Last week
RingCentral expands AI receptionist to SMS & WhatsApp
Unified Communications

RingCentral expands AI receptionist to SMS & WhatsApp

The update could help smaller firms handle more customer enquiries without adding staff, as RingCentral adds SMS, WhatsApp and queue support.

By Sofiah Nichole Salivio • 4 min read • This month

Stories from Other Regions

Customer Support stories

UK consumers screen calls amid contact centre trust gap
Data Protection

UK consumers screen calls amid contact centre trust gap

Many legitimate calls are being ignored as scam fears and opaque AI use erode trust in contact centres across the UK.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
Westcon-Comstor expands APAC support with DSE scheme
Hybrid Cloud

Westcon-Comstor expands APAC support with DSE scheme

The move gives APAC customers a named engineer and faster post-sales help as support demand rises across multi-vendor cloud and security setups.

By Sofiah Nichole Salivio • 3 min read • Yesterday
Amperity martech leader reveals 'secret sauce' to marketing in the moment
Digital Transformation

Amperity martech leader reveals 'secret sauce' to marketing in the moment

Retailers risk losing sales as shoppers expect offers and recommendations to update instantly, not hours after they signal intent.

By Billy Loizou • 6 min read • Last week
Human Interest flags unexpected retirement plan fees
Human Capital Management

Human Interest flags unexpected retirement plan fees

Unexpected fees are pushing some US small businesses to cut retirement perks, as a survey found higher costs and more admin burden.

By Karen Joy Bacudo • 4 min read • This month