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Industry news
Older headlines from across customer support, live chat, and AI support software.
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Page 2 of 2 · 47 totalBluecrest transforms healthcare experience with NiCE Copilot, delivering 94% call answer rate improvements
Bluecrest's 94% call-answer-rate improvement with NICE Copilot is a concrete benchmark for AI copilot ROI in healthcare contact centres.
Portal ERP Aug 19, 2026 Read‘This is the biggest external technology transition I’ve seen’: Freshworks CEO Dennis Woodside
Freshworks CEO Dennis Woodside frames AI as the most significant technology shift of his career, signalling the company's entire support-software roadmap is now built around it.
The CapTable Jun 29, 2026 ReadFreshworks gains large customers as it eyes to cross $1 bn ARR this year
Freshworks is closing in on $1bn ARR, with large-enterprise deals doing the heavy lifting — a signal of where mid-market support spend is heading.
The Times of India Jun 26, 2026 ReadSaaS pricing to evolve from seat-based to consumption based: Freshworks CEO
Freshworks' CEO says support software is moving from per-seat to usage-based billing — a structural change that will reshape how teams budget for these tools.
BusinessLine Jun 24, 2026 ReadFreshworks AI Agent Studio Launch Tests Valuation Gap And Growth Hopes
Freshworks' AI Agent Studio gives businesses a dedicated environment to build, test, and deploy AI-powered support agents without custom engineering.
Yahoo Finance Jun 2, 2026 ReadFreshworks (FRSH) Launches AI Agent Studio for Freshservice
Freshworks' new AI Agent Studio lets IT teams build and deploy AI agents within Freshservice without writing code, extending automation across support workflows.
Yahoo Finance Jun 1, 2026 ReadZendesk's Big Bet on Owning the Resolution Layer |
Opus Research frames Zendesk's strategy as an attempt to own the layer where customer issues actually get resolved, not just managed.
Opus Research | May 27, 2026 ReadZendesk Relate 2026 Showed Why Agentic Customer Service Starts With Knowledge
Forrester's analysis argues that effective AI agents in customer service depend entirely on the quality of the knowledge base behind them.
Forrester May 26, 2026 ReadZendesk expands AI agents across ChatGPT, Gemini, voice and messaging
Zendesk AI agents can now run natively inside ChatGPT and Gemini, adding voice and messaging channels buyers may already use.
TechRadar May 21, 2026 ReadZendesk Bets on Autonomous AI Agents & Outcome Pricing to Upend Service Models
Zendesk's move to charge per resolved outcome rather than per seat could reshape how support teams budget for and evaluate AI software.
The Futurum Group May 20, 2026 ReadYou Wait All Year For A CX Copilot, Then Genesys And Microsoft Drop Two At Once
Genesys and Microsoft have simultaneously released AI copilot tools for contact centres, giving buyers two competing products to evaluate at once.
CX Today Apr 28, 2026 ReadAvaya’s 200-Seat Rule Accelerated the Migration Race. Who’s Ahead?
Avaya's 200-seat licensing threshold has accelerated customer departures, and this piece tracks which rival platforms are capturing the most migrations.
CX Today Apr 15, 2026 ReadGenesys boasts rising Cloud platform revenues
Rising cloud revenues at Genesys confirm enterprise contact-center workloads are still migrating away from on-premise infrastructure.
No Jitter Apr 2, 2026 ReadData challenges persist as companies rush AI adoption
Messy, siloed data is the stubborn barrier stalling AI deployments in customer support—this piece details why teams keep hitting the same wall despite strong AI investment.
No Jitter Apr 1, 2026 ReadAgentforce Contact Center signals a shift from routing to resolution
Salesforce's Agentforce Contact Center replaces traditional call routing with AI that resolves issues end-to-end—a structural shift contact center buyers should evaluate now.
No Jitter Mar 17, 2026 ReadTalkdesk CXA Operations Center manages AI/human workforce
Talkdesk's new CXA Operations Center lets supervisors manage AI and human agents from one interface, directly addressing a gap that blended contact center teams feel daily.
No Jitter Mar 11, 2026 ReadAmazon Connect: 4 features smooth contact center operations
Amazon Connect's four new features target common operational friction in contact centers, giving buyers concrete capabilities to compare against competing cloud platforms.
No Jitter Mar 10, 2026 Read