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NiCE & Sopra Steria roll out AI service centre tool
Data Protection

NiCE & Sopra Steria roll out AI service centre tool

About 800 agents are already using AI guidance as Sopra Steria looks to meet a 90% call-answer target within 20 seconds.

By Sean Mitchell • 4 min read • This month
3Point launches 3AIgent to speed enterprise AI use
Customer Relationship Management

3Point launches 3AIgent to speed enterprise AI use

Businesses struggling to move AI pilots into daily use may find 3AIgent useful, as it links trusted data, governance and operational control.

By Sean Mitchell • 4 min read • This month
Asia-Pacific telecoms push AI monetisation at roundtable
Robotics

Asia-Pacific telecoms push AI monetisation at roundtable

Operators in Asia-Pacific are under pressure to find new revenue as AI services and 5G-Advanced reshape telecoms economics.

By Sean Mitchell • 5 min read • This month
8x8 named MetriStar top provider for CPaaS & CCaaS
Data Analytics

8x8 named MetriStar top provider for CPaaS & CCaaS

Recognition follows a market shift towards integrated customer communications platforms as 8x8 scores above average on business success and sentiment.

By Sean Mitchell • 3 min read • This month
CrayonIQ says APAC CX buying shifts to AI strategy
Digital Transformation

CrayonIQ says APAC CX buying shifts to AI strategy

Enterprises are increasingly judging CX vendors on AI governance, cloud infrastructure and pricing transparency rather than contact centre features alone.

By Mark Tarre • 4 min read • This month
Couchbase launches AI Data Plane for enterprise agents
Hybrid Cloud

Couchbase launches AI Data Plane for enterprise agents

The release aims to ease a key hurdle for firms moving AI agents into production by unifying memory, retrieval and access across environments.

By Joseph Gabriel Lagonsin • 5 min read • This month
NiCE named launch partner for AWS European Sovereign Cloud
Software-as-a-Service

NiCE named launch partner for AWS European Sovereign Cloud

Customers in regulated EU sectors may now deploy NiCE's AI tools on AWS's new sovereign cloud while keeping data and operations inside the bloc.

By Sean Mitchell • 4 min read • This month
Genesys buys Pinkfish to boost cloud AI automation
Software-as-a-Service

Genesys buys Pinkfish to boost cloud AI automation

The deal could let customer service teams resolve requests end to end, as Pinkfish adds secure workflow automation across enterprise systems.

By Mark Tarre • 4 min read • This month
Amazon Web Services launches no-code AI customer designer
Hybrid Cloud

Amazon Web Services launches no-code AI customer designer

Business teams can now build AI-led service journeys without engineering support, as AWS previews a no-code designer for Amazon Connect Customer.

By Sean Mitchell • 4 min read • Last month
SITA says baggage mishandling falls as travel hits 5bn
Digital Transformation

SITA says baggage mishandling falls as travel hits 5bn

Despite a 23% drop in mishandled bags, airlines still faced a USD $6.3 billion bill as global passenger traffic reached 5 billion in 2025.

By Sean Mitchell • 4 min read • Last month
Pay.com.au adopts Zendesk AI ahead of US expansion
Software-as-a-Service

Pay.com.au adopts Zendesk AI ahead of US expansion

Centralising support has cut costs and handling times as the fintech gears up for its first US office in a $35 trillion market.

By Karen Joy Bacudo • 3 min read • Last month

Stories from Other Regions

Customer service stories

Pension dashboards deadline nears as records pass 70m
Data Protection

Pension dashboards deadline nears as records pass 70m

Providers now face a test of service quality as pension dashboard use could trigger more member enquiries and expose data gaps.

By Sofiah Nichole Salivio • 4 min read • This month
Klaviyo opens Composer beta & expands Customer Agent
Customer Relationship Management

Klaviyo opens Composer beta & expands Customer Agent

The move aims to help brands spot missed revenue and handle service queries from a single customer profile, rather than separate AI tools.

By Regine Laguilles • 4 min read • This month
The case for purpose-built AI in a frontier model world
Enterprise Resource Planning

The case for purpose-built AI in a frontier model world

Enterprise users can cut costs and errors by matching AI to the task, as foundation models still struggle with repeatable workflows.

By Dr Michael Bewley • 5 min read • This month
Unison moves core operations to TechnologyOne cloud
Software-as-a-Service

Unison moves core operations to TechnologyOne cloud

The cloud migration should cut system overhead and give staff faster access to information as Unison modernises back-office operations across its network.

By Mark Tarre • 3 min read • This month
Jerry Harvey Audio names GerrAudio Canada distributor
Antivirus

Jerry Harvey Audio names GerrAudio Canada distributor

Canadian customers will now get local sales support and service for JH Audio in-ear monitors, after GerrAudio became the brand's first distributor there.

By Sofiah Nichole Salivio • 4 min read • Last month
Qorden launches multilingual video call translation platform
Unified Communications

Qorden launches multilingual video call translation platform

The service targets international meetings by translating speech, captions and chat in real time across 33 languages with 97% accuracy.

By Sofiah Nichole Salivio • 3 min read • Last month