Customer service stories - Page 5

Sinch launches Voice Relay, linking text-based AI agents to live calls to streamline customer support on its expanded global voice network.

Mitel debuts WX, a role-aware, AI-enabled comms framework unifying frontline, mobile, knowledge and contact centre workers on one layer.

Zendesk to buy AI agent platform Forethought in its biggest deal in nearly 20 years, betting on self-improving automation in customer service.

Elula hires Andrew Phillips as chief revenue officer to drive sales, partnerships and growth across its expanding AI-led financial services push.

Blue Yonder expands agentic AI and mobile apps across supply chains, embedding role-based agents from planning to customer service.

Australian firms boost AI spending for customer experience, but skills, data gaps and staff concerns show ambitions outpacing readiness.

SMBs are bullish on AI but a new ECI report finds poor data, scarce skills and unclear use cases are stalling real-world results.

Zendesk moves to buy Forethought, betting on agentic AI agents to resolve most customer issues autonomously across platforms and channels.

SIOS Technology nets triple industry honours for leadership, customer success and support as demand for mission-critical resilience grows.

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

Whatfix adds AI roleplay training to its Mirror simulator, promising faster readiness and fuelling a surge to USD $3 million in recurring revenue.

Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

Rainforest Distribution will replace legacy tools with Manhattan's cloud planning suite to unify demand, inventory and execution decisions.

Zoom is rolling out agentic AI across Workplace, Phone and CX, turning meetings and calls into automated workflows and custom AI agents.

Microsoft launches Agent 365 and Microsoft 365 E7, blending AI agents, Copilot upgrades and security tools in a single enterprise push.

Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.

Shopify and Klaviyo deepen their partnership with a new integration to power more localised, cross-border eCommerce for global brands.

SITA links Google's Find Hub with WorldTracer, letting airlines use passenger-shared bag locations to speed delayed baggage recovery.

Warehouse automation shifts from a discretionary cost play to a strategic necessity as labour shortages and weak productivity squeeze ANZ firms.

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