Customer service stories

'Good enough' voice tools quietly drain time, frustrate staff and erode service, as hidden frictions multiply across calls, teams and offices.

Qualtrics again tops Gartner's 2026 Voice of the Customer rankings, leading on execution, vision and AI-driven experience agents.

8x8 rolls out Engage globally, arming frontline and specialist teams with contact centre-grade tools to unify customer experience.

SonicWall overhauls its SecureFirst Partner Program and appoints Patrick O'Donnell as CRO to drive partner-led sales and managed services.

Wonderful secures USD $150m Series B at a USD $2bn valuation to scale its agentic AI platform and triple headcount for global expansion.

Qualtrics named Leader in Gartner Voice of the Customer report, topping rivals for execution and vision as AI reshapes CX platforms.

Alchelyst merges with Lyra Client Solutions to form a unified tech-enabled private markets servicing platform led by founder Joan Kehoe.

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.

Zotefoams unveils a Global Partner Programme to align vetted distributors and fabricators worldwide and support higher-value growth.

Socotra unveils embedded AI assistant for underwriters, promising rapid setup, governance controls and live risk insights across products.

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

Gamma is urging organisations to treat missed calls and long queues as symptoms of deeper CX flaws in systems, processes and culture.

Nearly half of banks risk missing key ISO 20022 rules due November 2026, despite heavy spend and persistent data and systems gaps.

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

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.

Ping Identity has hired Graeme Ventris as EMEA Channel and Alliances Chief, tasking him with driving partner-led growth in digital identity.

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