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SonicWall revamps partner programme & appoints CRO
Firewalls

SonicWall revamps partner programme & appoints CRO

SonicWall overhauls its SecureFirst Partner Program and appoints Patrick O'Donnell as CRO to drive partner-led sales and managed services.

By Sean Mitchell • 3 min read • Fri, 13th Mar 2026
Sinch unveils Voice Relay to power AI-driven calls
Unified Communications

Sinch unveils Voice Relay to power AI-driven calls

Sinch launches Voice Relay, linking text-based AI agents to live calls to streamline customer support on its expanded global voice network.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 13th Mar 2026
Zendesk to acquire Forethought in agentic AI expansion
Digital Transformation

Zendesk to acquire Forethought in agentic AI expansion

Zendesk to buy AI agent platform Forethought in its biggest deal in nearly 20 years, betting on self-improving automation in customer service.

By Mark Tarre • 4 min read • Thu, 12th Mar 2026
Gamma urges diagnosis-led rethink of customer experience
EduTech

Gamma urges diagnosis-led rethink of customer experience

Gamma is urging organisations to treat missed calls and long queues as symptoms of deeper CX flaws in systems, processes and culture.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 12th Mar 2026
AI ambition outpaces readiness for smaller businesses
Data Protection

AI ambition outpaces readiness for smaller businesses

SMBs are bullish on AI but a new ECI report finds poor data, scarce skills and unclear use cases are stalling real-world results.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 12th Mar 2026
Zapier data shows AI is now infrastructure for leads
Customer Relationship Management

Zapier data shows AI is now infrastructure for leads

Zapier's study of 10,000 workflows shows AI is shifting from one-off tools to core lead-management infrastructure for sales teams.

By Shannon Williams • 5 min read • Thu, 12th Mar 2026
Zendesk to buy Forethought in agentic AI expansion drive
Unified Communications

Zendesk to buy Forethought in agentic AI expansion drive

Zendesk moves to buy Forethought, betting on agentic AI agents to resolve most customer issues autonomously across platforms and channels.

By Shannon Williams • 4 min read • Thu, 12th Mar 2026
Google debuts Gemini Embedding 2 multimodal AI model
Digital Transformation

Google debuts Gemini Embedding 2 multimodal AI model

Google has launched Gemini Embedding 2, a multimodal AI model that unifies search and analysis across text, images, video, audio and documents.

By Sofiah Nichole Salivio • 3 min read • Thu, 12th Mar 2026
SIOS wins triple honours for leadership & support teams
Disaster Recovery

SIOS wins triple honours for leadership & support teams

SIOS Technology nets triple industry honours for leadership, customer success and support as demand for mission-critical resilience grows.

By Sean Mitchell • 4 min read • Thu, 12th Mar 2026
DevRev expands Computer AI agent platform in India
Customer Relationship Management

DevRev expands Computer AI agent platform in India

DevRev to expand its Computer AI agent platform in India, debuting Agent Studio and Text2SQL tools to push enterprises beyond pilot projects.

By Shannon Williams • 4 min read • Thu, 12th Mar 2026
RingCentral unveils AIR Pro no-code AI contact agents
Unified Communications

RingCentral unveils AIR Pro no-code AI contact agents

RingCentral debuts AIR Pro voice-first AI agents with no-code tools, aiming to move enterprises beyond basic IVR to scalable automation.

By Mark Tarre • 3 min read • Wed, 11th Mar 2026
Whatfix boosts Mirror with AI roleplay training tools
Unified Communications

Whatfix boosts Mirror with AI roleplay training tools

Whatfix adds AI roleplay training to its Mirror simulator, promising faster readiness and fuelling a surge to USD $3 million in recurring revenue.

By Sofiah Nichole Salivio • 4 min read • Wed, 11th Mar 2026
Salesforce unveils Agentforce AI-powered contact centre
Customer Relationship Management

Salesforce unveils Agentforce AI-powered contact centre

Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

By Mark Tarre • 5 min read • Wed, 11th Mar 2026

Stories from Other Regions

Customer Support stories

Indosat & Safaricom forge AI & fintech partnership
Digital Transformation

Indosat & Safaricom forge AI & fintech partnership

Indosat and Safaricom have struck an AI and fintech alliance to boost smarter networks, fraud controls and mobile money in emerging markets.

By Sofiah Nichole Salivio • 4 min read • Mon, 16th Mar 2026
BackOps secures USD $26m to automate logistics chains
Unified Communications

BackOps secures USD $26m to automate logistics chains

BackOps secures USD $26m Series A to scale AI-driven logistics tools that automate exception handling and cut manual supply chain work.

By Karen Joy Bacudo • 4 min read • Sat, 14th Mar 2026
LINE Plus unveils ActEngine AI for merchant support
Unified Communications

LINE Plus unveils ActEngine AI for merchant support

LINE Plus launches ActEngine AI, an agent platform automating merchant support and sales, after big gains at Thailand's LINE MAN Wongnai.

By Sean Mitchell • 4 min read • Thu, 12th Mar 2026
AI CX ambitions outpace readiness for Australian firms
Customer Relationship Management

AI CX ambitions outpace readiness for Australian firms

Australian firms boost AI spending for customer experience, but skills, data gaps and staff concerns show ambitions outpacing readiness.

By Mark Tarre • 4 min read • Thu, 12th Mar 2026
IMP Software launches MAT-first unified finance platform
Software-as-a-Service

IMP Software launches MAT-first unified finance platform

IMP Software has unveiled IMP Finance, a MAT-first unified platform aiming to streamline budgeting, purchasing, workforce planning and finance.

By Kaleah Salmon • 4 min read • Wed, 11th Mar 2026