Customer service stories - Page 9
Simwood links WhatsApp voice with global carrier tools
Wed, 7th Jan 2026
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uc
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digital transformation
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encryption
Simwood launches WhatsApp Business voice integration, linking Teams, SIP and UCaaS tools to more than three billion WhatsApp users.
Freshworks adds AI tools to streamline customer service
Tue, 6th Jan 2026
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saas
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uc
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digital transformation
Freshworks rolls out new AI tools for Freshdesk to unify channels, cut agent drudgery and boost resolution speeds for service teams.
AI reshapes loyalty, super apps & customer engagement
Tue, 30th Dec 2025
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data protection
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digital transformation
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cx
AI is transforming loyalty from points to real-time, personalised journeys as super apps and agentic engagement engines rapidly take hold.
TCS unveils BaNCS AI Compass for global financial firms
Sat, 20th Dec 2025
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digital transformation
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fintech
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cx
TCS launches BaNCS AI Compass, adding explainable AI agents to help global banks automate operations while tightening governance controls.
AI tops CEO earnings calls as bubble fears intensify
Fri, 19th Dec 2025
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network infrastructure
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data analytics
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digital transformation
AI dominates CEO earnings calls for the first time, as leaders pair record investment pledges with mounting warnings of an AI market bubble.
Tech Mahindra, Google Cloud push agentic AI in Gemini
Fri, 19th Dec 2025
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manufacturing
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digital transformation
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it automation
Tech Mahindra and Google Cloud will scale Gemini 2.5-based agentic AI to move enterprises from pilots to production-grade, governed workflows.
AI agents expose data, security & skills bottlenecks
Thu, 18th Dec 2025
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data protection
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digital transformation
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hyperscale
AI agents are set to strain data, security and talent in 2026, as enterprises bet on a few core frameworks and brace for identity attacks.
Study finds value for money trumps price in eCommerce
Thu, 18th Dec 2025
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data analytics
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cx
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martech
Value for money, not low prices or rapid delivery, is the strongest driver of eCommerce satisfaction, Judge.me's study of reviews finds.
Hyland named IDC leader for intelligent document AI
Wed, 17th Dec 2025
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hybrid cloud
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digital transformation
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ecm
Hyland has been ranked a Leader in IDC's 2025-2026 MarketScape for intelligent document processing, citing its agentic automation strategy.
Black Friday returns surge threatens brands' profits
Wed, 17th Dec 2025
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uc
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cx
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martech
Record Black Friday online sales risk hollowing out profits as soaring returns, refunds and BNPL queries squeeze retailers' margins.
ServiceNow buys Moveworks to build AI 'front door'
Wed, 17th Dec 2025
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digital transformation
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hcm
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cartech
ServiceNow buys AI assistant specialist Moveworks to create a single conversational 'front door' into automated workflows across the enterprise.
Retailers hit by 'Christmas Returns Hangover' surge
Wed, 17th Dec 2025
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uc
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data analytics
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cx
Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.
Odigo acquisition boosts ALE Connect hybrid CCaaS push
Tue, 16th Dec 2025
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uc
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data protection
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private cloud
Odigo's takeover of Akio deepens its ALE Connect alliance with Alcatel-Lucent Enterprise, accelerating hybrid CCaaS and agentic AI innovation.
SonicWall rolls out AI chat & tools for self-service
Mon, 15th Dec 2025
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firewalls
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digital transformation
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network security
SonicWall launches AI chat, unified search and tutorials to speed self-service support while keeping traditional help channels in place.
Twilio predicts stricter AI customer service rules by 2026
Fri, 12th Dec 2025
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digital transformation
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biometrics
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cx
Twilio predicts Asia Pacific customer service will face strict AI transparency rules and mandatory bot disclosures by 2026.
Tenable hack of Copilot AI agent exposes fraud risks
Fri, 12th Dec 2025
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data protection
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physical security
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breach prevention
A Tenable demo shows a Copilot-built AI agent can be jailbreaked to steal card data and grant free trips, exposing major fraud risks.
Snowflake, Anthropic expand USD $200m Claude AI deal
Fri, 12th Dec 2025
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saas
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data protection
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data analytics
Snowflake and Anthropic deepen Claude tie-up with a USD $200m deal to push compliant AI agents across Snowflake's global data cloud.
US banks dominate AI patents as Europe falls behind
Thu, 11th Dec 2025
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data protection
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mfa
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fintech
US banks tighten grip on AI patents in finance, with a small North American elite racing ahead as European rivals fall further behind.
UiPath & Talkdesk unite agentic AI for healthcare CX
Thu, 11th Dec 2025
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uc
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digital transformation
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cx
UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.
Shippo unveils AI shipping platform for agentic commerce
Thu, 11th Dec 2025
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cx
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martech
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rpa
Shippo has launched MCP, an AI-powered platform that lets commerce-focused agents turn natural language shipping requests into live actions.