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Customer Support stories

8x8 boosts workforce management adoption with free tools
Software-as-a-Service

8x8 boosts workforce management adoption with free tools

Mid-sized contact centres can now cut spreadsheets and manual scheduling as 8x8 folds workforce management into its platform at no extra charge.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
Flexera launches AI cost tools to track enterprise spend
Software-as-a-Service

Flexera launches AI cost tools to track enterprise spend

Growing AI use is making bills harder to predict, pushing firms to track costs across models, agents, data and compute.

By Karen Joy Bacudo • 4 min read • Yesterday
Optro launches BCM tool as recovery confidence slips
Disaster Recovery

Optro launches BCM tool as recovery confidence slips

Confidence in recovery plans is collapsing as most firms fail to meet targets during major outages, exposing vendor and AI governance gaps.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
AI traffic on Fastly network grows 30% in five months
DevOps

AI traffic on Fastly network grows 30% in five months

Origin systems are facing heavier strain as Fastly says AI requests rose 30% between January and May 2026, outpacing human traffic.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Epicor names Rachel Barger as Chief Revenue Officer
Software-as-a-Service

Epicor names Rachel Barger as Chief Revenue Officer

The appointment puts sales, marketing and customer success under one executive as Epicor seeks steadier recurring revenue and wider global reach.

By Sofiah Nichole Salivio • 3 min read • Last week
Wassist raises USD $1.1 million for WhatsApp commerce
Customer Experience

Wassist raises USD $1.1 million for WhatsApp commerce

The London startup aims to help smaller retailers turn WhatsApp chats into sales as it begins growth with fresh pre-seed funding.

By Sofiah Nichole Salivio • 5 min read • Last week
8x8 launches Pulse conversational intelligence for customers
Software-as-a-Service

8x8 launches Pulse conversational intelligence for customers

The early-access tool could help executives and account managers spot renewal risks and customer feedback hidden in calls, chats and emails.

By Joseph Gabriel Lagonsin • 4 min read • Last week
PSD Citywide appoints Booth & Renneker to lead growth
Smart Cities

PSD Citywide appoints Booth & Renneker to lead growth

A strategic growth investment is helping the municipal software group expand across North America, where councils face pressure to manage ageing infrastructure.

By Karen Joy Bacudo • 3 min read • This month
Quant & IBM launch Ava at Fortitude Re to cut calls
Digital Transformation

Quant & IBM launch Ava at Fortitude Re to cut calls

The rollout has cut average handling time by three minutes and lifted first-call resolution to 86% at Fortitude Re.

By Sean Mitchell • 8 min read • This month
VTEX expands AI commerce architecture across markets
Digital Transformation

VTEX expands AI commerce architecture across markets

Retailers can now automate merchandising, support and ad campaigns as autonomous agents are embedded across VTEX's commerce platform.

By Sofiah Nichole Salivio • 4 min read • This month
Tendfor updates Teams customer service with AI tools
Unified Communications

Tendfor updates Teams customer service with AI tools

AI-driven oversight and call handling could help organisations keep customer service consistent as Teams becomes their main workspace.

By Joseph Gabriel Lagonsin • 4 min read • This month
AskNicely launches AI agents for customer insights
Digital Transformation

AskNicely launches AI agents for customer insights

Frontline teams at multi-location service businesses could cut dashboard churn as AskNicely's new tools automate insights and routine review replies.

By Sofiah Nichole Salivio • 4 min read • This month

Stories from Other Regions

Customer Support stories

Sapiens names new delivery & customer success chiefs
Software-as-a-Service

Sapiens names new delivery & customer success chiefs

The overhaul aims to give insurers clearer support as Sapiens pushes AI tools into existing systems across more than 600 clients worldwide.

By Sean Mitchell • 4 min read • 2 days ago
Alkami integrates Yodlee via FDX API to cut scraping
Data Protection

Alkami integrates Yodlee via FDX API to cut scraping

Banks and credit unions should see fewer login failures and support calls as Alkami replaces screen scraping with tokenised data sharing.

By Karen Joy Bacudo • 3 min read • Last week
Why does CX and UC need to be designed together?
Unified Communications

Why does CX and UC need to be designed together?

Disconnected customer and internal communications are driving missed calls, repeat contacts and burned-out agents, according to the article.

By Samantha Mooney • 6 min read • Last week
The hardest job in CX just got legal protection. Is your centre ready?
Customer Experience

The hardest job in CX just got legal protection. Is your centre ready?

Australian contact centres now face tougher scrutiny as psychosocial risk rules make workload design a legal issue, not just an HR one.

By Kate Zawerucha • 6 min read • Last week
UK retailers back store staff despite rising labour costs
Unified Communications

UK retailers back store staff despite rising labour costs

Retailers are prioritising shop-floor service over headcount cuts, even as wage and tax bills strain margins across the sector.

By Sofiah Nichole Salivio • 4 min read • Last week
Enfuce enters Ireland with Payac credit union deal
Digital Transformation

Enfuce enters Ireland with Payac credit union deal

The move will shift 125,000 cardholders and 150,000 current accounts off legacy systems, boosting digital services for Irish credit unions.

By Karen Joy Bacudo • 3 min read • This month