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Customer Support Stories - Page 16

Australian Stories

Customer Support stories

Global Stories

Customer Support stories

Conviva adds AI pattern analytics to customer journeys
Unified Communications

Conviva adds AI pattern analytics to customer journeys

Conviva expands Digital Product Insights with AI-driven pattern analytics, unifying journeys across apps, websites and conversational agents.

By Sofiah Nichole Salivio • 5 min read • Thu, 8th Jan 2026
Cloud security firms, Brivo & Eagle Eye, form AI security giant
Software-as-a-Service

Cloud security firms, Brivo & Eagle Eye, form AI security giant

Brivo and Eagle Eye Networks will merge under the Brivo name to create what they claim is the world's largest AI cloud security platform.

By Catherine Knowles • 4 min read • Thu, 8th Jan 2026
Simwood links WhatsApp voice with global carrier tools
Unified Communications

Simwood links WhatsApp voice with global carrier tools

Simwood launches WhatsApp Business voice integration, linking Teams, SIP and UCaaS tools to more than three billion WhatsApp users.

By Mark Tarre • 4 min read • Wed, 7th Jan 2026
Freshworks adds AI tools to streamline customer service
Software-as-a-Service

Freshworks adds AI tools to streamline customer service

Freshworks rolls out new AI tools for Freshdesk to unify channels, cut agent drudgery and boost resolution speeds for service teams.

By Kaleah Salmon • 5 min read • Tue, 6th Jan 2026
Snowflake and Anthropic sign USD $200m AI agents deal
Data Analytics

Snowflake and Anthropic sign USD $200m AI agents deal

Snowflake and Anthropic deepen their Claude tie-up with a USD $200m deal to power regulated, enterprise-ready AI agents worldwide.

By Sofiah Nichole Salivio • 4 min read • Mon, 5th Jan 2026
Study finds value for money trumps price in eCommerce
Data Analytics

Study finds value for money trumps price in eCommerce

Value for money, not low prices or rapid delivery, is the strongest driver of eCommerce satisfaction, Judge.me's study of reviews finds.

By Catherine Knowles • 4 min read • Thu, 18th Dec 2025
Black Friday returns surge threatens brands' profits
Unified Communications

Black Friday returns surge threatens brands' profits

Record Black Friday online sales risk hollowing out profits as soaring returns, refunds and BNPL queries squeeze retailers' margins.

By Sean Mitchell • 4 min read • Wed, 17th Dec 2025
ServiceNow buys Moveworks to build AI 'front door'
Digital Transformation

ServiceNow buys Moveworks to build AI 'front door'

ServiceNow buys AI assistant specialist Moveworks to create a single conversational 'front door' into automated workflows across the enterprise.

By Sean Mitchell • 4 min read • Wed, 17th Dec 2025
Retailers hit by 'Christmas Returns Hangover' surge
Unified Communications

Retailers hit by 'Christmas Returns Hangover' surge

Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.

By Sean Mitchell • 4 min read • Wed, 17th Dec 2025
SonicWall rolls out AI chat & tools for self-service
Firewalls

SonicWall rolls out AI chat & tools for self-service

SonicWall launches AI chat, unified search and tutorials to speed self-service support while keeping traditional help channels in place.

By Sean Mitchell • 4 min read • Mon, 15th Dec 2025

Stories from Other Regions

Customer Support stories

ANNA Money secures GBP £10m debt to scale AI tax app
Digital Transformation

ANNA Money secures GBP £10m debt to scale AI tax app

ANNA Money secures GBP £10m growth debt from Flashpoint to scale its AI-driven tax app ahead of the UK's 2026 Making Tax Digital shift.

By Catherine Knowles • 4 min read • Mon, 29th Dec 2025
SquadStack.ai unveils in-app voice AI to cut drop-offs
Customer Experience

SquadStack.ai unveils in-app voice AI to cut drop-offs

SquadStack.ai launches in-app voice AI assistant to guide users in real time, aiming to curb high-intent drop-offs across key digital journeys.

By Catherine Knowles • 4 min read • Sat, 27th Dec 2025
Omada unveils AI identity governance plan & MCP tool
Digital Transformation

Omada unveils AI identity governance plan & MCP tool

Omada sets out plan to govern AI and machine identities across enterprises and debuts an MCP Server to safely plug agents into IGA data.

By Kaleah Salmon • 4 min read • Tue, 23rd Dec 2025
Alteryx names Bill Tabbit-Humphrey as Chief Customer Officer
Software-as-a-Service

Alteryx names Bill Tabbit-Humphrey as Chief Customer Officer

Alteryx appoints veteran customer experience leader Bill Tabbit-Humphrey as Chief Customer Officer to steer post-sale AI analytics strategy.

By Kaleah Salmon • 4 min read • Mon, 22nd Dec 2025
AONMeetings to launch low-cost video calls in India
Unified Communications

AONMeetings to launch low-cost video calls in India

AONMeetings to launch browser-based video calls in India within two weeks, with local plans from INR ₹169 a month including webinars.

By Kaleah Salmon • 4 min read • Mon, 22nd Dec 2025
TELUS & kini launch phone plans for Filipino-Canadians
Unified Communications

TELUS & kini launch phone plans for Filipino-Canadians

TELUS and kini mobile launch dual-number prepaid plans letting Filipino-Canadians use Philippine and Canadian lines on one 5G device.

By Jake MacAndrew • 3 min read • Thu, 18th Dec 2025
Q&A: How AI helps CX teams stay resilient through the holiday rush
Unified Communications

Q&A: How AI helps CX teams stay resilient through the holiday rush

AI is transforming Christmas CX from chaotic surge to controlled service, helping teams stay resilient, protect wellbeing and meet soaring demand.

By Simon Hayward • 4 min read • Tue, 16th Dec 2025