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Industry News
Industry news and our own analysis on industry news, tracked continuously by the Zazachat desk.
Genesys: AI Alone Won’t Fix Broken CX
Genesys argues that AI cannot paper over broken customer experience foundations, urging support leaders to fix process and data problems before deploying AI.
CX Today Sep 1, 2026 ReadThe End of Per-Seat SaaS: How Microsoft, Salesforce, and Zoom Are Rewriting CX Economics
Microsoft, Salesforce, and Zoom are replacing per-seat pricing with usage-based models, fundamentally changing how support teams budget for CX software.
CX Today Aug 31, 2026 ReadAvaya’s AI Strategy Warning: CX Vendors Are Splitting Fast
Avaya warns that CX vendors are splitting into distinct AI camps, making platform choice a longer-term strategic commitment for buyers.
CX Today Aug 31, 2026 ReadAre You Ready for AI Customers?
As AI agents increasingly act as buyers, contact centres must rethink how they handle automated customer interactions.
Call Centre Helper Aug 31, 2026 ReadNICE (TASE:NICE) Turns A Healthcare Contact Center Toward AI With CXone
NICE's CXone platform is now driving AI operations at a healthcare contact center, signalling the company's push into high-compliance verticals.
Yahoo Finance Aug 29, 2026 ReadMitel CX and MiContact Center Enterprise for Healthcare: What Should Buyers Verify?
Healthcare contact centre buyers evaluating Mitel should verify AI capabilities, EHR integration, and compliance credentials before committing to the platform.
CX Today Aug 29, 2026 ReadJasco and Freshworks move to expand access to advanced customer service tech across Africa
Freshworks is teaming with Jasco to push its customer service platform into African markets, a region most enterprise support vendors have largely ignored.
Capital FM Africa Aug 29, 2026 ReadBig CX News From Salesforce, Zoom, Meta and Google
A single briefing tracks platform-level CX announcements from Salesforce, Zoom, Meta and Google — useful for anyone tracking where the big players are heading.
CX Today Aug 28, 2026 ReadWhy AI-Only QA Still Leaves Support Leaders Doing the Heavy Lifting
Pure AI quality assurance hasn't eliminated the need for human judgment, so support leaders should plan oversight into their QA workflows rather than assuming full automation.
CX Today Aug 28, 2026 ReadCan Crescendo’s AI Agents Really Run the Whole CX Operation?
An independent look at whether Crescendo's AI can genuinely run an entire CX operation end-to-end — worth reading before any evaluation of full-automation vendors.
CX Today Aug 28, 2026 ReadWhy You Shouldn’t Abandon Reactive Support For Proactive AI
Proactive AI doesn't eliminate the need for reactive support, and teams cutting reactive capacity prematurely may leave customers without a reliable fallback.
CX Today Aug 28, 2026 ReadEdge Wallet Says Zendesk Breach Exposed User Emails, Funds Remain Safe
A breach through Zendesk's infrastructure leaked customer email data for Edge Wallet users, a reminder that support platforms are a high-value attack surface.
CryptoRank Aug 28, 2026 ReadIbex CX Integration: Is AI-to-Human Handoff the Real Test?
The moment AI transfers a conversation to a human agent is where most deployments fail — this examines whether Ibex's integration handles that transition well in practice.
CX Today Aug 27, 2026 ReadIf Data Sovereignty Isn’t on Your Map, Start Thinking About Putting It There
Contact centres using cloud-hosted AI tools face growing pressure to map data sovereignty requirements before regulators force the issue.
Call Centre Helper Aug 27, 2026 ReadHow Fintech and Banking Teams Handle AI Without the Risk
Regulated fintech and banking contact centres are building specific AI governance frameworks to meet compliance demands without stalling deployments.
Call Centre Helper Aug 27, 2026 ReadAre You Doing Enough to Protect Your Contact Centre Data?
Contact centres holding customer records should audit current data protection practices as breach risks and regulatory expectations continue to rise.
Call Centre Helper Aug 27, 2026 ReadSOUN Records Best Week In 9 Months On Liveperson Acquisition, Casey’s Partnership
SoundHound AI shares hit a nine-month high driven largely by market optimism over its pending acquisition of LivePerson.
Stocktwits Aug 22, 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 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 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 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 Read