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Zoom unveils Virtual Agent 3.0 for complex CX tasks
Unified Communications

Zoom unveils Virtual Agent 3.0 for complex CX tasks

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 25th Feb 2026
General Magic raises USD $7.2m to speed insurance AI
Customer Relationship Management

General Magic raises USD $7.2m to speed insurance AI

General Magic secures USD $7.2m to grow SMS-based AI agents that cut insurance quote times to minutes and slash inbound calls by 30%.

By Sofiah Nichole Salivio • 5 min read • Wed, 25th Feb 2026
Beyond technology: How leadership drives contact centre performance
Unified Communications

Beyond technology: How leadership drives contact centre performance

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

By Ed Creasey • 5 min read • Mon, 23rd Feb 2026
RingCentral taps OpenAI to power live AI voice calls
Unified Communications

RingCentral taps OpenAI to power live AI voice calls

RingCentral integrates OpenAI's GPT-5.2 to power live AI voice calls, launching new assistants to support customers and employees in real time.

By Catherine Knowles • 3 min read • Fri, 20th Feb 2026
8x8 unveils Smart Assist to boost AI contact centres
Unified Communications

8x8 unveils Smart Assist to boost AI contact centres

8x8 debuts Smart Assist, embedding real-time AI guidance and automated summaries into its contact centre workspace to speed agent workflows.

By Catherine Knowles • 4 min read • Fri, 20th Feb 2026
KnowBe4 appoints Kelly Morgan as Chief Customer Officer
Cloud Security

KnowBe4 appoints Kelly Morgan as Chief Customer Officer

KnowBe4 appoints former DocuSign executive Kelly Morgan as chief customer officer to steer global client strategy amid rising AI security risks.

By Joseph Gabriel Lagonsin • 3 min read • Fri, 20th Feb 2026
MYOB boosts contact centre insight with new analytics
Unified Communications

MYOB boosts contact centre insight with new analytics

MYOB links its CX platform with Customer Science analytics, automating reporting and lifting contact centre satisfaction and resolution rates.

By Sean Mitchell • 4 min read • Wed, 18th Feb 2026
NiCE report shows agentic AI transforming contact centres
Unified Communications

NiCE report shows agentic AI transforming contact centres

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

By Sean Mitchell • 4 min read • Tue, 17th Feb 2026
Bitget unveils GracyAI avatar to guide crypto users
Crypto

Bitget unveils GracyAI avatar to guide crypto users

Bitget launches GracyAI, a chatty avatar of boss Gracy Chen to guide crypto users on strategy and mindset, not quick-fire price tips.

By Catherine Knowles • 4 min read • Sun, 15th Feb 2026
AI referrals surge as web traffic falls & costs rise
Data Analytics

AI referrals surge as web traffic falls & costs rise

AI-referred traffic has surged 632% despite overall web visits slipping and rising acquisition costs squeezing digital marketing returns.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 13th Feb 2026
Five insurance payment trends shaping Australia and New Zealand
Crypto

Five insurance payment trends shaping Australia and New Zealand

Rising claims, digital demands and real-time payments are reshaping how insurers across Australia and New Zealand collect and pay out.

By Abbigail Granada • 5 min read • Fri, 13th Feb 2026

Stories from Other Regions

Customer Support stories

Gallagher Security names Josh Arnold Chief Product Lead
Manufacturing

Gallagher Security names Josh Arnold Chief Product Lead

Gallagher Security appoints Josh Arnold as Chief Product Officer to steer global device, platform and service strategy amid rapid AI-led change.

By Mark Tarre • 3 min read • Tue, 24th Feb 2026
Easy Crypto migrates customers to Swyftx: Crypto is growing up; the tools must too
Crypto

Easy Crypto migrates customers to Swyftx: Crypto is growing up; the tools must too

Easy Crypto will cease NZ trading, shifting customers to Swyftx as crypto platforms consolidate and demand for advanced tools surges.

By Easy Crypto • 4 min read • Tue, 24th Feb 2026
Keyloop launches Kara AI to transform dealer support
Unified Communications

Keyloop launches Kara AI to transform dealer support

Keyloop introduces Kara, an AI assistant in its Customer Hub, to handle routine dealer support queries and free staff for complex cases.

By Kaleah Salmon • 3 min read • Thu, 19th Feb 2026
Ecommpay leader wins Women in Risk & Compliance award
Fintech

Ecommpay leader wins Women in Risk & Compliance award

Ecommpay's fraud and compliance head Marija Solovjova wins Women in Risk & Compliance honour at 2026 FinTech Week Awards in Dubai.

By Sofiah Nichole Salivio • 3 min read • Wed, 18th Feb 2026
Access Group invests GBP £1.5m in AI apprenticeships
Data Analytics

Access Group invests GBP £1.5m in AI apprenticeships

Access Group is investing £1.5m of Apprenticeship Levy funds to train 115 staff on new AI programmes across roles and skill levels.

By Catherine Knowles • 3 min read • Tue, 17th Feb 2026
Study finds 'Are you sure?' rarely improves AI replies
Risk & Compliance

Study finds 'Are you sure?' rarely improves AI replies

New TELUS Digital research finds asking AI assistants “Are you sure?” seldom boosts accuracy and can even make correct answers worse.

By Catherine Knowles • 4 min read • Sun, 15th Feb 2026