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Customer Support stories

Progress cuts ShareFile accessibility issues by 60%
Enterprise Resource Planning

Progress cuts ShareFile accessibility issues by 60%

Earlier testing and user feedback have cut accessibility defects in ShareFile by more than 60%, easing procurement for enterprise customers.

By Sofiah Nichole Salivio • 4 min read • Last month
Yealink opens Singapore global headquarters & centre
Unified Communications

Yealink opens Singapore global headquarters & centre

The expansion will bolster Yealink's Asia-Pacific support and cloud operations as multinationals redraw regional bases, with Singapore gaining more tech jobs.

By Sean Mitchell • 4 min read • Last month
FAR Labs opens access to cheaper AI inference platform
Edge Computing

FAR Labs opens access to cheaper AI inference platform

Developers facing rising AI bills can now register for early access to FAR Labs' platform, which claims lower inference costs on some models.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Voices launches AI customer service voice platform
Customer Experience

Voices launches AI customer service voice platform

Enterprise contact centres are facing tougher scrutiny over AI voice quality and provenance, with Voices betting on consented talent and governance.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Talkdesk launches AI agent builder for customer teams
Customer Experience

Talkdesk launches AI agent builder for customer teams

It could cut customer service AI deployment from weeks to hours, while keeping human approval and oversight before agents go live.

By Joseph Gabriel Lagonsin • 3 min read • Last month
Disabled shoppers face barriers despite new EU law
Digital Transformation

Disabled shoppers face barriers despite new EU law

Retailers risk losing disabled customers as 87% still cannot complete a typical shopping journey independently, a report finds.

By Sofiah Nichole Salivio • 5 min read • Last month
Synthflow AI & Avant strike exclusive voice AI deal
Software-as-a-Service

Synthflow AI & Avant strike exclusive voice AI deal

The tie-up could speed customer service automation for regulated sectors, with first joint deals already closed and roll-outs due in weeks.

By Sean Mitchell • 4 min read • Last month
Jet Bank launches Albania's first fully digital bank
Digital Transformation

Jet Bank launches Albania's first fully digital bank

More than 75,000 Albanians are queued to try mobile-only banking as the new lender opens current accounts, savings and cards without branches.

By Karen Joy Bacudo • 4 min read • Last month
8x8 launches AI Routing for broader customer service
Software-as-a-Service

8x8 launches AI Routing for broader customer service

Customer queries can now be directed to experts beyond the contact centre, as 8x8's new tool uses data to match issues in real time.

By Mark Tarre • 4 min read • Last month
Backbase buys Kasisto to bolster banking AI platform
Software-as-a-Service

Backbase buys Kasisto to bolster banking AI platform

Banks could gain a single AI system for customer requests, as Backbase folds Kasisto's tools into its software and boosts its US reach.

By Karen Joy Bacudo • 3 min read • Last month
KnowBe4 wins Frost & Sullivan email security award
Cloud Security

KnowBe4 wins Frost & Sullivan email security award

AI-driven phishing is forcing buyers to favour platforms that cut false positives and blend email defence with user training, Frost & Sullivan said.

By Mark Tarre • 4 min read • Last month
Foxit wins Pax8 global productivity award for MSPs
Software-as-a-Service

Foxit wins Pax8 global productivity award for MSPs

MSPs are prioritising simpler document tools as Foxit's award signals growing demand for AI-enabled workflows across small business customers.

By Joseph Gabriel Lagonsin • 3 min read • Last month
Zoom adds AI tools to Virtual Agent for customer service
Software-as-a-Service

Zoom adds AI tools to Virtual Agent for customer service

Customer service teams can now build and monitor AI agents more easily, with Zoom adding testing, quality controls and outcome-based pricing.

By Sean Mitchell • 4 min read • Last month
Zendesk contact centre voice passes 100 contact centers customers
Software-as-a-Service

Zendesk contact centre voice passes 100 contact centers customers

High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.

By Sean Mitchell • 4 min read • Last month

Stories from Other Regions

Customer Support stories

Chaty.ai raises USD $1.15 million to boost tourism AI
Customer Experience

Chaty.ai raises USD $1.15 million to boost tourism AI

Tourism operators could capture more bookings as an AI receptionist now answers missed calls, checks availability and takes payments automatically.

By Sean Mitchell • 3 min read • Last month
3PL appoints Ryan Walker as Head of Customer Experience
Digital Transformation

3PL appoints Ryan Walker as Head of Customer Experience

The new role signals 3PL's push to improve service and align staff, systems and technology as competition in fulfilment intensifies.

By Sofiah Nichole Salivio • 4 min read • Last month
Lloyds to create 1,000 AI roles as agentic use grows
Data Analytics

Lloyds to create 1,000 AI roles as agentic use grows

Fraud checks and customer service will be sped up as Lloyds Banking Group adds more than 1,000 AI jobs and retrains staff.

By Karen Joy Bacudo • 4 min read • Last month
Ellis Brigham cuts order enquiries by 14% with Ingrid
Digital Transformation

Ellis Brigham cuts order enquiries by 14% with Ingrid

The retailer also lifted order volumes by 24% last peak trading period, while fewer customer service queries eased pressure on its teams.

By Karen Joy Bacudo • 3 min read • Last month