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Parcelhero adds AI support chat for round-the-clock help
Unified Communications

Parcelhero adds AI support chat for round-the-clock help

Parcelhero rolls out AI hero chatbot and live-agent handoff to speed 24-hour support for shipments, packaging queries and customs delays.

By Sofiah Nichole Salivio • 4 min read • Last month
Deskpro launches on AWS European Sovereign Cloud in EU
Software-as-a-Service

Deskpro launches on AWS European Sovereign Cloud in EU

Deskpro rolls out its help desk platform on AWS European Sovereign Cloud, targeting EU customers with strict data residency demands.

By Sean Mitchell • 4 min read • Fri, 20th Mar 2026

Global Stories

WatchGuard & HaloPSA integrate security tools for MSPs
Firewalls

WatchGuard & HaloPSA integrate security tools for MSPs

WatchGuard and HaloPSA deepen ties to let managed service providers handle security alerts, licensing and billing from one workflow.

By Mark Tarre • 3 min read • Last month
ControlUp adds Intel Device IQ to desktop monitoring
Human Capital Management

ControlUp adds Intel Device IQ to desktop monitoring

ControlUp and Intel team up to surface hardware-level warnings in desktop monitoring, aiming to spot PC issues before staff notice them.

By Joseph Gabriel Lagonsin • 3 min read • Fri, 27th Mar 2026
Start Tech boss urges MSPs to focus on business needs
Digital Transformation

Start Tech boss urges MSPs to focus on business needs

Start Tech Managing Director Ian Groves tells London event MSPs to prioritise client business problems over AI hype as debate grows over automation's impact.

By Sofiah Nichole Salivio • 5 min read • Fri, 27th Mar 2026
DNSFilter adds DNS PreCheck to protect roaming staff
Firewalls

DNSFilter adds DNS PreCheck to protect roaming staff

DNSFilter unveils DNS PreCheck to keep DNS security intact for roaming staff, blocking malicious domains across shifting Wi-Fi networks.

By Mark Tarre • 4 min read • Sat, 14th Mar 2026
Zendesk to acquire Forethought in agentic AI expansion
Digital Transformation

Zendesk to acquire Forethought in agentic AI expansion

Zendesk to buy AI agent platform Forethought in its biggest deal in nearly 20 years, betting on self-improving automation in customer service.

By Mark Tarre • 4 min read • Thu, 12th Mar 2026
From breach to recovery - 5 ways to prepare your IT team for the unexpected
Firewalls

From breach to recovery - 5 ways to prepare your IT team for the unexpected

When cyber attacks slip through defences, recovery readiness - not just prevention - decides whether your organisation bends or breaks.

By Al Kingsley MBE • 4 min read • Sat, 21st Feb 2026
NiCE report shows agentic AI transforming contact centres
Unified Communications

NiCE report shows agentic AI transforming contact centres

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

By Sean Mitchell • 4 min read • Tue, 17th Feb 2026
Data gaps stall AI scale-up despite strong AIOps gains
Unified Communications

Data gaps stall AI scale-up despite strong AIOps gains

Financial firms reap strong AIOps returns but poor data quality and fragmented tools are stalling the leap from pilots to scaled AI.

By Joseph Gabriel Lagonsin • 5 min read • Thu, 12th Feb 2026
YubiKeys promise 265% ROI & 99.99% cut in breach risk
Multi-factor authentication

YubiKeys promise 265% ROI & 99.99% cut in breach risk

YubiKey rollout boosts ROI by 265% and slashes breach exposure 99.99%, Forrester study finds, delivering multi-million USD $ gains.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 5th Feb 2026
eDesk appoints Gareth Cummings as CEO to drive AI push
Software-as-a-Service

eDesk appoints Gareth Cummings as CEO to drive AI push

eDesk names Gareth Cummings as CEO, tasking the AI veteran with leading an 'AI-first' expansion drive across EMEA and North America.

By Sofiah Nichole Salivio • 4 min read • Tue, 20th Jan 2026
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
Help desk responsibilities increase with advances in AI, cybersecurity, remote working, and cloud computing
Unified Communications

Help desk responsibilities increase with advances in AI, cybersecurity, remote working, and cloud computing

CompTIA finds help desk responsibilities are broadening as AI, cybersecurity, remote working, and cloud computing becoming more prevalent.

By Ryan Morris-Reade • 3 min read • Fri, 18th Jun 2021
Skykick announces upgrade to address over 2000 hours of lost time for ITSPs
Unified Communications

Skykick announces upgrade to address over 2000 hours of lost time for ITSPs

Information technology service providers are losing thousands of hours every year due to needless cloud administration, according to SkyKick.

By Ryan Morris-Reade • 3 min read • Fri, 14th May 2021

Stories from Other Regions

Ramco unveils Chia, an AI agent for service workflows
Software-as-a-Service

Ramco unveils Chia, an AI agent for service workflows

Ramco launches Chia, a no-code conversational AI agent to orchestrate complex, multi-step service workflows across enterprise systems.

By Catherine Knowles • 4 min read • Tue, 17th Feb 2026
AI to manage 41% of Singapore customer service by 2027
Digital Transformation

AI to manage 41% of Singapore customer service by 2027

AI is set to manage 41% of Singapore's customer service cases by 2027, as service teams embrace “agentic” tools despite security concerns.

By Shannon Williams • 4 min read • Tue, 13th Jan 2026