Real-time monitoring of customer support matters. Fast visibility helps you catch slow replies, weak AI answers, and messy escalations while the shift is still happening, not three days later in a report..
A customer complaint scenario is a common situation where someone feels let down, confused, overcharged, or ignored. If you know how to respond well, you protect trust, gain positive reviews and repeat sales..
Alvaria, a specialist in outbound orchestration, has announced a new integration with Parloa’s agentic AI platform. The collaboration brings sophisticated AI capabilities to the Alvaria Intelligence Platform (AIP), focusing on proactive customer engagement..
When people call, they want answers fast. They don’t want a maze of button presses for a simple order update or billing question. Done well, voice AI can shorten waits, answer routine requests, and make support feel more personal..
TELUS Digital has announced a strategic partnership with Cresta, a unified customer experience (CX) AI platform, to streamline the deployment of AI agents and real-time human augmentation tools within the enterprise..
Salesforce has entered into a definitive agreement to acquire Fin, the customer agent platform formerly known as Intercom. The acquisition is designed to integrate Fin’s autonomous agent technology into the Salesforce ecosystem..
Constant change is difficult to manage and requires ongoing updates to CX strategies to stay aligned with the cultural and ethical expectations of each generation. Eric Guarro, Senior Vice President of Digital Transformation at ibex, explains..
8×8 has announced an expansion of its AI Studio platform, introducing a suite of new capabilities designed to streamline global customer interactions. The update is headlined by live simultaneous voice translation..
CRM and Business Transformation Outsourcing (BTO) provider Atento has announced an expansion of its technology portfolio, specifically targeting organizations that choose to manage their customer experience (CX) operations internally..
Adobe has announced the general availability of Adobe CX Enterprise Coworker, an outcomes-based agentic AI solution designed to transition organizations from AI experimentation to practical application. The new offering integrates..
Sprinklr, the AI-native platform for Unified Customer Experience Management (Unified-CXM), has announced the launch of LLM Insights. This new capability, integrated within Sprinklr Insights, is designed to help enterprises monitor their brands..
The best customer complaint channels give people different paths based on urgency, detail, and comfort level. Here’s where complaints usually happen, what each channel is good for, and how to pick the mix that fits your business..
As we move through 2026, it is clear that the landscape of AI translation and localization and has undergone a transformation. What was once a clunky process has evolved into a sophisticated system of cultural and contextual intelligence..
SuccessKPI, a leading cloud-native performance platform for agentic and human CX, today announced it has been recognized as a featured vendor in the new “Workforce Management in the Age of AI: 2026 CX Market Report”..
Meta has announced the launch of Meta Business Agent, a new AI-driven tool designed to help organizations automate customer interactions and scale personalized experiences across WhatsApp, Messenger, and Instagram..
Through new strategic partnerships with agentic AI providers Avaamo and Syndeo, Vonage is embedding specialized AI agents directly into the Vonage Contact Center (VCC) to support the healthcare, financial services, and retail sectors..
In the rapidly evolving digital marketplace, where customers can switch between competitors with a single click, exceptional customer service has transformed from a desirable attribute into an absolute necessity..
As AI continues to be a serious part of the customer service conversation, most organisations are consistently seeing where it adds value: faster responses, better availability, lower pressure on contact centre teams, and smoother handling..
Customer service training doesn’t have to be boring, expensive, or packed with corporate fluff. The best training is simple, practical, and easy to use on the next call, chat, or email. Here are 50 customer service training ideas you can start to use right away..