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Customer service stories

Whatfix boosts Mirror with AI roleplay training tools
Unified Communications

Whatfix boosts Mirror with AI roleplay training tools

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

By Sofiah Nichole Salivio • 4 min read • Wed, 11th Mar 2026
Salesforce unveils Agentforce AI-powered contact centre
Customer Relationship Management

Salesforce unveils Agentforce AI-powered contact centre

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

By Mark Tarre • 5 min read • Wed, 11th Mar 2026
Rainforest upgrades planning with Manhattan cloud tools
Data Analytics

Rainforest upgrades planning with Manhattan cloud tools

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

By Mark Tarre • 4 min read • Wed, 11th Mar 2026
Zoom expands agentic AI to automate workplace tasks
Unified Communications

Zoom expands agentic AI to automate workplace tasks

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

By Joseph Gabriel Lagonsin • 5 min read • Wed, 11th Mar 2026
Microsoft unveils Agent 365 & new Microsoft 365 E7 suite
Digital Transformation

Microsoft unveils Agent 365 & new Microsoft 365 E7 suite

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

By Sean Mitchell • 4 min read • Wed, 11th Mar 2026
Quiq hires Jen Grant as CMO to drive scaled AI agents
Unified Communications

Quiq hires Jen Grant as CMO to drive scaled AI agents

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

By Joseph Gabriel Lagonsin • 4 min read • Wed, 11th Mar 2026
Shopify, Klaviyo deepen tie-up for global eCommerce
Customer Relationship Management

Shopify, Klaviyo deepen tie-up for global eCommerce

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

By Mark Tarre • 4 min read • Tue, 10th Mar 2026
SITA links Google Find Hub with WorldTracer baggage data
Data Protection

SITA links Google Find Hub with WorldTracer baggage data

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

By Sofiah Nichole Salivio • 4 min read • Tue, 10th Mar 2026
Warehouse automation shifts from cost saver to necessity
Robotics

Warehouse automation shifts from cost saver to necessity

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

By Mark Tarre • 4 min read • Tue, 10th Mar 2026
How phone verification keeps customer data accurate
Digital Transformation

How phone verification keeps customer data accurate

Learn simple and scalable ways to check if a phone number is active, improve data accuracy and keep your customer communications on track.

By Bobby Joseph • 4 min read • Tue, 10th Mar 2026
Wise predicts agentic AI shift in business by 2026
Unified Communications

Wise predicts agentic AI shift in business by 2026

Wise forecasts that by 2026 agentic AI will run core business tasks, pushing firms to embed tools, tighten oversight and rethink outsourcing.

By Karen Joy Bacudo • 5 min read • Mon, 9th Mar 2026

Stories from Other Regions

Customer service stories

Insurers eye AI-led claims as bias & risk fears grow
Data Protection

Insurers eye AI-led claims as bias & risk fears grow

Insurers race toward fully AI-run claims within two years, even as most fear biased outcomes and demand stronger oversight and transparency.

By Shannon Williams • 4 min read • Wed, 11th Mar 2026
Stable call centre KPIs mask growing customer anger
Unified Communications

Stable call centre KPIs mask growing customer anger

UK contact centres keep KPIs steady, but MaxContact warns a growing perception gap as frustrated customers switch providers in droves.

By Shannon Williams • 4 min read • Wed, 11th Mar 2026
AI reshapes jobs as firms battle data & governance
DevOps

AI reshapes jobs as firms battle data & governance

AI is boosting jobs and returns for many firms, but poor data readiness, governance gaps and shadow tools threaten to stall progress.

By Sofiah Nichole Salivio • 5 min read • Wed, 11th Mar 2026
From Bell's first call to AI: a new tech revolution
Unified Communications

From Bell's first call to AI: a new tech revolution

Marking 150 years since Bell's first call, UK tech leaders say AI is sparking a communications revolution to rival the telephone and internet.

By Kaleah Salmon • 4 min read • Tue, 10th Mar 2026
Personnel Checks buys KYC to boost SME screening reach
Data Protection

Personnel Checks buys KYC to boost SME screening reach

Personnel Checks buys Manchester-based Know Your Candidate, gaining 2,000 SME clients and a second UK base in a six-figure deal.

By Sofiah Nichole Salivio • 4 min read • Tue, 10th Mar 2026
NZ small businesses embrace AI but struggle to scale use
Digital Transformation

NZ small businesses embrace AI but struggle to scale use

Over half of SMEs in New Zealand now use AI, but most still lack training and strategy to turn experiments into real productivity gains.

By Catherine Knowles • 4 min read • Tue, 10th Mar 2026
DRA launches Chennai's first AI home sales assistant
Customer Relationship Management

DRA launches Chennai's first AI home sales assistant

DRA launches Chennai's first multi-lingual AI home sales assistant, giving buyers instant project details and scheduling site visits.

By Catherine Knowles • 4 min read • Mon, 9th Mar 2026