IT Brief UK - Technology news for CIOs & IT decision-makers
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Customer Support stories - Page 3

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OpenAI drops ChatGPT checkout to pursue agent vision

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commerce systems
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OpenAI abandons in-chat checkout for ChatGPT, pivoting to web‑navigating shopping agents and referral-led partnerships with retailers.
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AI investment surges as firms lag on omnichannel CX

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digital transformation
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AI tops CX investment plans, but few brands yet deploy proactive, predictive tools across channels, leaving omnichannel ambitions stalled.
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Qualtrics named Leader in 2026 Gartner VoC Quadrant

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digital transformation
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cloud security
Qualtrics again tops Gartner's 2026 Voice of the Customer rankings, leading on execution, vision and AI-driven experience agents.
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SonicWall revamps partner programme & appoints CRO

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firewalls
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network security
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partner programmes
SonicWall overhauls its SecureFirst Partner Program and appoints Patrick O'Donnell as CRO to drive partner-led sales and managed services.
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Sinch unveils Voice Relay to power AI-driven calls

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digital transformation
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Sinch launches Voice Relay, linking text-based AI agents to live calls to streamline customer support on its expanded global voice network.
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Zendesk to acquire Forethought in agentic AI expansion

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digital transformation
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cx
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martech
Zendesk to buy AI agent platform Forethought in its biggest deal in nearly 20 years, betting on self-improving automation in customer service.
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Gamma urges diagnosis-led rethink of customer experience

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edutech
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uc
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cx
Gamma is urging organisations to treat missed calls and long queues as symptoms of deeper CX flaws in systems, processes and culture.
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AI ambition outpaces readiness for smaller businesses

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data protection
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manufacturing
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data analytics
SMBs are bullish on AI but a new ECI report finds poor data, scarce skills and unclear use cases are stalling real-world results.
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Zapier data shows AI is now infrastructure for leads

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crm
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digital transformation
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cx
Zapier's study of 10,000 workflows shows AI is shifting from one-off tools to core lead-management infrastructure for sales teams.
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Zendesk to buy Forethought in agentic AI expansion drive

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digital transformation
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Zendesk moves to buy Forethought, betting on agentic AI agents to resolve most customer issues autonomously across platforms and channels.
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Google debuts Gemini Embedding 2 multimodal AI model

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digital transformation
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physical security
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data privacy
Google has launched Gemini Embedding 2, a multimodal AI model that unifies search and analysis across text, images, video, audio and documents.
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SIOS wins triple honours for leadership & support teams

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dr
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devops
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hybrid cloud
SIOS Technology nets triple industry honours for leadership, customer success and support as demand for mission-critical resilience grows.
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RingCentral unveils AIR Pro no-code AI contact agents

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uc
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data analytics
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digital transformation
RingCentral debuts AIR Pro voice-first AI agents with no-code tools, aiming to move enterprises beyond basic IVR to scalable automation.
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IMP Software launches MAT-first unified finance platform

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saas
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digital transformation
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financial systems
IMP Software has unveiled IMP Finance, a MAT-first unified platform aiming to streamline budgeting, purchasing, workforce planning and finance.
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Whatfix boosts Mirror with AI roleplay training tools

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digital transformation
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cx
Whatfix adds AI roleplay training to its Mirror simulator, promising faster readiness and fuelling a surge to USD $3 million in recurring revenue.
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Salesforce unveils Agentforce AI-powered contact centre

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crm
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uc
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data analytics
Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.
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Dify raises USD $30m to scale open-source AI workflows

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partner programmes
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rpa
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risk & compliance
Dify secures USD $30m to expand its open-source platform for production-ready AI agent workflows across global enterprise teams.
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Quiq hires Jen Grant as CMO to drive scaled AI agents

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uc
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digital transformation
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cx
Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.
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How phone verification keeps customer data accurate

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digital transformation
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mfa
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cx
Learn simple and scalable ways to check if a phone number is active, improve data accuracy and keep your customer communications on track.
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WaveMaker women urge shared support to 'Give to Gain'

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WaveMaker women leaders call for shared support at home and work, saying inclusive cultures help teams 'Give to Gain' and drive innovation.