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Customer service stories

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Qualtrics named Leader in 2026 Gartner VoC Quadrant

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Qualtrics again tops Gartner's 2026 Voice of the Customer rankings, leading on execution, vision and AI-driven experience agents.
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8x8 launches Engage globally to extend customer CX

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8x8 rolls out Engage globally, arming frontline and specialist teams with contact centre-grade tools to unify customer experience.
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SonicWall revamps partner programme & appoints CRO

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SonicWall overhauls its SecureFirst Partner Program and appoints Patrick O'Donnell as CRO to drive partner-led sales and managed services.
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Wonderful raises USD $150m to scale global AI agents

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Wonderful secures USD $150m Series B at a USD $2bn valuation to scale its agentic AI platform and triple headcount for global expansion.
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Qualtrics named Leader in Gartner Voice of Customer

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Qualtrics named Leader in Gartner Voice of the Customer report, topping rivals for execution and vision as AI reshapes CX platforms.
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Alchelyst merger creates unified private markets platform

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Alchelyst merges with Lyra Client Solutions to form a unified tech-enabled private markets servicing platform led by founder Joan Kehoe.
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Sinch unveils Voice Relay to power AI-driven calls

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Sinch launches Voice Relay, linking text-based AI agents to live calls to streamline customer support on its expanded global voice network.
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Mitel unveils WX framework for unified workforce comms

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Mitel debuts WX, a role-aware, AI-enabled comms framework unifying frontline, mobile, knowledge and contact centre workers on one layer.
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Zendesk to acquire Forethought in agentic AI expansion

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Zendesk to buy AI agent platform Forethought in its biggest deal in nearly 20 years, betting on self-improving automation in customer service.
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Blue Yonder rolls out agentic AI across supply chains

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Blue Yonder expands agentic AI and mobile apps across supply chains, embedding role-based agents from planning to customer service.
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AI ambition outpaces readiness for smaller businesses

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SMBs are bullish on AI but a new ECI report finds poor data, scarce skills and unclear use cases are stalling real-world results.
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Zendesk to buy Forethought in agentic AI expansion drive

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Zendesk moves to buy Forethought, betting on agentic AI agents to resolve most customer issues autonomously across platforms and channels.
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SIOS wins triple honours for leadership & support teams

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SIOS Technology nets triple industry honours for leadership, customer success and support as demand for mission-critical resilience grows.
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RingCentral unveils AIR Pro no-code AI contact agents

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

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Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.
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Rainforest upgrades planning with Manhattan cloud tools

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Rainforest Distribution will replace legacy tools with Manhattan's cloud planning suite to unify demand, inventory and execution decisions.
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Zoom expands agentic AI to automate workplace tasks

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Zoom is rolling out agentic AI across Workplace, Phone and CX, turning meetings and calls into automated workflows and custom AI agents.
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Introducing the first Frontier Suite built on Intelligence + Trust

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Microsoft unveils Microsoft 365 E7 Frontier Suite, bundling Copilot and Agent 365 from 1 May at USD $99 and USD $15 per user.
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Quiq hires Jen Grant as CMO to drive scaled AI agents

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Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.
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AI reshapes jobs as firms battle data & governance

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AI is boosting jobs and returns for many firms, but poor data readiness, governance gaps and shadow tools threaten to stall progress.