Customer Support stories

Combining human empathy with AI’s smart automation transforms contact centres, boosting efficiency and delivering personalised customer experiences.

UK software group ISH acquires Australian fintech ProSpend to enhance its global footprint and expand UK market presence from 2026.

Zendesk has been named a Leader in Gartner's 2025 Magic Quadrant for CRM Customer Engagement, praised for its AI-first Resolution Platform.

Fintech firms rush to adopt AI, with 65% using it despite cybersecurity lapses, highlighting the urgent need for robust guardrails to build trust and ensure safety.

Talkdesk expands its partnership with Databricks to unify customer data, enhancing AI-driven automation and personalised experiences on its CXA platform.

Despite 61% of leaders increasing AI adoption recently, many GenAI projects stall without clear use cases, solid data strategies, and a culture of experimentation.

GigaDevice has opened a new office in Minato City, Tokyo, to strengthen ties with Japan's semiconductor industry and boost local customer support.

Ringover has introduced Pitch Room, an AI-driven sales training tool enabling teams to simulate calls with virtual customers for personalised, scalable learning.

UK shoppers increasingly accept AI for delivery updates and returns, but nearly half still prefer human support when issues arise, new research finds.

Talkdesk enhances its Copilot with agentic AI, enabling customer service agents to handle complex queries through smarter, real-time support and automation.

Australian shoppers remain wary of AI-driven retail ahead of Black Friday 2025, prioritising trust and data privacy over automated experiences.

New survey finds 83% of UK customers prefer human agents for service, but 34% may switch to AI if it means lower prices, especially in London.

Zoho launches free agentic AI features across its core business apps to ease AI adoption by automating tasks without added costs for users.

Extreme Networks has been named a Leader in the IDC MarketScape 2025 report for its AI-powered WLAN solutions and expertise in high-density deployments.

Gallagher Security teams up with ISTC to expand its reach and offer tailored security solutions across Latin America and the Caribbean.

Aryaka has launched a revamped partner programme to accelerate global channel growth, boosting support and incentives for distributors and resellers worldwide.

Coveo has enhanced AI support on Agentforce with custom context passthrough tools, boosting response accuracy and accelerating issue resolution for enterprises.

OpenText has launched Cloud Editions 25.4 to enhance AI readiness, secure data management, and compliance for businesses adopting artificial intelligence.

80% of UK shoppers now use AI for online shopping, with most expecting AI assistants to be mainstream by 2026, revolutionising retail experiences.

TeamViewer and Salesforce have unveiled an AI-powered integration for IT support, aiming to streamline remote assistance and boost digital workplace productivity.