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Customer Support Stories - Page 19

Global Stories

Customer Support stories

Australian shoppers cautious on AI, trust key for Black Friday
Customer Experience

Australian shoppers cautious on AI, trust key for Black Friday

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

By Sean Mitchell • 3 min read • Wed, 22nd Oct 2025
UK customers still prefer human agents, but lower prices boost use
Customer Experience

UK customers still prefer human agents, but lower prices boost use

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.

By Catherine Knowles • 4 min read • Fri, 17th Oct 2025
Extreme Networks named Leader in IDC MarketScape 2025 WLAN report
Firewalls

Extreme Networks named Leader in IDC MarketScape 2025 WLAN report

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.

By Melania Watson • 3 min read • Fri, 17th Oct 2025
Gallagher Security partners with ISTC to boost LATAM presence
Physical Security

Gallagher Security partners with ISTC to boost LATAM presence

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

By Melania Watson • 3 min read • Fri, 17th Oct 2025
Aryaka revamps partner programme to boost global channel growth
Firewalls

Aryaka revamps partner programme to boost global channel growth

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

By Catherine Knowles • 4 min read • Thu, 16th Oct 2025
Coveo enhances AI for Agentforce with context passthrough tools
Customer Experience

Coveo enhances AI for Agentforce with context passthrough tools

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

By Jed Nykolle Harme • 3 min read • Thu, 16th Oct 2025
OpenText launches CE 25.4 to boost secure AI readiness & compliance
Document Management

OpenText launches CE 25.4 to boost secure AI readiness & compliance

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

By Jed Nykolle Harme • 3 min read • Thu, 16th Oct 2025
TeamViewer & Salesforce launch AI-powered IT support integration
Software-as-a-Service

TeamViewer & Salesforce launch AI-powered IT support integration

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

By Sean Mitchell • 3 min read • Wed, 15th Oct 2025
Salesforce launches Agentforce 360 to unite humans & AI agents
Customer Relationship Management

Salesforce launches Agentforce 360 to unite humans & AI agents

Salesforce has launched Agentforce 360, a platform that unites human employees and AI agents to boost workplace productivity and customer service.

By Sean Mitchell • 5 min read • Wed, 15th Oct 2025
Zendesk launches AI-powered voice agents & analytics upgrades
Unified Communications

Zendesk launches AI-powered voice agents & analytics upgrades

Zendesk unveils AI-powered Voice Agents and advanced analytics, aiming to boost customer service efficiency and reach USD $200m AI revenue this year.

By Sean Mitchell • 4 min read • Thu, 9th Oct 2025
Most UK mid-sized firms plan finance software switch soon
Data Analytics

Most UK mid-sized firms plan finance software switch soon

A survey reveals 93% of UK and Ireland mid-sized firms plan to switch finance software soon, seeking balance between cost, complexity and functionality.

By Shannon Williams • 4 min read • Thu, 9th Oct 2025
NTT DOCOMO Ventures invests in HappyRobot's AI worker platform
Digital Transformation

NTT DOCOMO Ventures invests in HappyRobot's AI worker platform

NTT DOCOMO Ventures has invested in US firm HappyRobot, whose AI Worker platform automates tasks like calls and emails, boosting enterprise efficiency.

By Jed Nykolle Harme • 3 min read • Thu, 9th Oct 2025
AI-driven platforms drive efficiency & service quality gains
Unified Communications

AI-driven platforms drive efficiency & service quality gains

Organisations using NiCE's AI-driven CXone Mpower platform report faster response times, better service quality, and improved staff efficiency across sectors.

By Sean Mitchell • 4 min read • Tue, 7th Oct 2025
Snowflake debuts Cortex AI to unify data for financial services
Data Analytics

Snowflake debuts Cortex AI to unify data for financial services

Snowflake unveils Cortex AI for Financial Services to unify data ecosystems, enabling secure AI model deployment and integration with top industry platforms.

By Melvin Hipolito • 5 min read • Fri, 3rd Oct 2025

Stories from Other Regions

Customer Support stories

Zoho launches free agentic AI upgrades across core business apps
Document Management

Zoho launches free agentic AI upgrades across core business apps

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

By Melvin Hipolito • 4 min read • Fri, 17th Oct 2025
AI shopping assistants set to become mainstream for UK consumers
Marketing Technologies

AI shopping assistants set to become mainstream for UK consumers

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

By Shannon Williams • 3 min read • Wed, 15th Oct 2025
Brennan selects NiCE CXone Mpower to drive customer service upgrade
Unified Communications

Brennan selects NiCE CXone Mpower to drive customer service upgrade

Brennan has upgraded its customer service with NiCE CXone Mpower, boosting scalability, AI automation, and efficiency across contact centres in Australia.

By Melania Watson • 4 min read • Mon, 13th Oct 2025
AI in customer service: balancing technology & the human touch
Customer Experience

AI in customer service: balancing technology & the human touch

UK firms embrace AI to support, not replace, customer service agents, blending tech with empathy for better CX and stronger customer loyalty in 2025.

By Shannon Williams • 4 min read • Fri, 10th Oct 2025