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Customer Support Stories - Page 18

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Cisco launches sovereign infrastructure portfolio across EMEA
Firewalls

Cisco launches sovereign infrastructure portfolio across EMEA

Public sector and critical infrastructure operators will gain more control over sensitive systems as Cisco broadens on-premises support across EMEA.

By Sofiah Nichole Salivio • 3 min read • Mon, 20th Apr 2026
Twilio launches embeddable Flex contact centre for apps
Unified Communications

Twilio launches embeddable Flex contact centre for apps

Businesses can now embed contact centre functions into apps as Twilio adds a Flex SDK, Salesforce Voice integration and new pricing.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 17th Apr 2026
Rue Gilt Groupe plugs Riskified into Zendesk to curb fraud
Customer Relationship Management

Rue Gilt Groupe plugs Riskified into Zendesk to curb fraud

Real-time risk scores are now guiding Rue Gilt Groupe agents on refunds and reroutes, as online retailers battle growing service-channel fraud.

By Sean Mitchell • 4 min read • Thu, 16th Apr 2026
Cambridge Broadband opens first US office in Texas
Unified Communications

Cambridge Broadband opens first US office in Texas

The move gives US broadband operators local support, faster deliveries and a new base for CBNG's 5G fixed wireless rollout in Texas.

By Sofiah Nichole Salivio • 3 min read • Thu, 16th Apr 2026
Scotiabank launches Scotia Intelligence for bank-wide AI
Unified Communications

Scotiabank launches Scotia Intelligence for bank-wide AI

The bank says the new framework is already routing 90 per cent of commercial emails and cutting manual work by 70 per cent.

By Karen Joy Bacudo • 4 min read • Thu, 16th Apr 2026
8x8 launches AI Studio for customer experience agents
Software-as-a-Service

8x8 launches AI Studio for customer experience agents

Businesses can now build AI agents without specialist developers, as 8x8 rolls out early access to its Studio on the customer experience platform.

By Catherine Knowles • 4 min read • Wed, 15th Apr 2026
Infobip launches AgentOS platform, targets agentic AI shift
Unified Communications

Infobip launches AgentOS platform, targets agentic AI shift

The new system aims to help businesses turn stalled generative AI pilots into measurable returns by unifying customer data and oversight.

By Sean Mitchell • 3 min read • Tue, 14th Apr 2026
Westpac NZ launches Microsoft AI contact centre platform
Network Infrastructure

Westpac NZ launches Microsoft AI contact centre platform

The bank says the AI system will cut call handling times and wait times by surfacing customer details instantly for staff.

By Joseph Gabriel Lagonsin • 4 min read • Tue, 14th Apr 2026
8x8 wins Gold for Engage at New York design awards
Software-as-a-Service

8x8 wins Gold for Engage at New York design awards

Customer-facing staff may handle chats and calls more easily after 8x8 Engage won Gold at the NY Product Design Awards.

By Sean Mitchell • 3 min read • Sat, 11th Apr 2026
Synthflow appoints Matt Alexander as Channel Chief
Software-as-a-Service

Synthflow appoints Matt Alexander as Channel Chief

The hire signals a sharper push into overseas growth as the AI customer service software group deepens partnerships in the US and beyond.

By Sofiah Nichole Salivio • 3 min read • Fri, 10th Apr 2026

Stories from Other Regions

Customer Support stories

Wagepoint names Alexander Gonçalves as Chief Commercial Officer
Digital Transformation

Wagepoint names Alexander Gonçalves as Chief Commercial Officer

The hire comes as Wagepoint seeks to turn new products and a refreshed brand into wider uptake among Canadian small businesses and advisers.

By Sofiah Nichole Salivio • 3 min read • Wed, 22nd Apr 2026
Instro AI trials cut engineering response times by 67%
Manufacturing

Instro AI trials cut engineering response times by 67%

Manufacturers saw faster technical support and enquiry handling, with one trial cutting response times by 67.3% and reducing manual effort.

By Shannon Williams • 4 min read • Thu, 16th Apr 2026
CIMB Niaga launches AI agents for Indonesian bank staff
Unified Communications

CIMB Niaga launches AI agents for Indonesian bank staff

The rollout could speed up advice and call handling for millions of Indonesian customers while keeping staff in control of regulated decisions.

By Karen Joy Bacudo • 5 min read • Wed, 15th Apr 2026
Gallagher Security appoints Finan to Central North Island
Partner Programmes

Gallagher Security appoints Finan to Central North Island

The return of a 14-year veteran is set to bolster technical support and partner ties for customers across the Central North Island.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 15th Apr 2026
Narwhal Labs raises GBP £20 million for DeepBlue OS
Software-as-a-Service

Narwhal Labs raises GBP £20 million for DeepBlue OS

The Bristol startup’s pay-as-you-use platform targets firms in regulated sectors that need to automate customer contacts without long deployments.

By Mark Tarre • 3 min read • Fri, 10th Apr 2026
ServiceNow study flags empathy gap in customer service
Digital Transformation

ServiceNow study flags empathy gap in customer service

Only 10% of customers rate service as great, as fragmented systems and poor empathy are driving churn and frustration.

By Sofiah Nichole Salivio • 4 min read • Thu, 9th Apr 2026
Parcelhero adds AI support chat for round-the-clock help
Unified Communications

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

Customers can now get round-the-clock parcel help as the courier comparison site blends an AI chatbot with live agents and unified case tracking.

By Sofiah Nichole Salivio • 4 min read • Wed, 8th Apr 2026