Customer Support stories - Page 2

In 2026, AI agents move from pilots to the enterprise core, forcing firms to prove measurable value under tight governance.

Customer success must evolve from reactive support to strategic stewardship, aligning stakeholders so tech investments deliver lasting value.

In a world where software outages can ground planes, women tech leaders are redefining resilience, responsibility and influence.

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

Most mid-market firms are stuck in pilot agentic AI trials as governance lags, even while 43% leapfrog directly into agent-based systems.

ECI names Jack Wood chief technology officer to spearhead platform modernisation and embed secure, workflow-native AI across its products.

Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.

Revuze now tracks TikTok Shop sales and creator performance, unifying commerce data with customer feedback in its market platform.

ConvoZen launches a unified multilingual AI voice stack for India, debuting Akshara and Ragini speech models tuned to real call-centre audio.

Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.

Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.

Awin launches Campaign Builder and smarter partner recommendations to slash affiliate setup times and sharpen performance reporting.

Talkdesk unveils Automation Flows and extends Autopilot to email, promising end-to-end AI handling of complex, multi-system CX workflows.

CompTIA unveils AI Help Desk Essentials course to train frontline IT support teams in safe, effective use of generative AI chatbots.

Securonix has promoted Ajay Biyani to Senior Vice President for Asia Pacific and Japan, tasking him with spearheading regional growth.

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

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

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

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

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