Route 101, a leading technology systems integrator and cloud contact-centre specialist, has announced the successful deployment of an integrated customer-experience solution for Ogi, Wales’s leading broadband provider. Continue reading Ogi Transforms Customer Experience with Route 101 Unified Platform
Monthly Archives: January 2026
Crescendo’s New AI Shopping Assistant Converts at 2-4X Industry Average
At NRF 2026, Crescendo announced the launch of its Multimodal AI Shopping Assistant on the Shopify App Store, with chat-to-order conversion rates as high as 58% — roughly four times the industry benchmark of 5-15%. The result transforms chat from a support cost centre into a primary revenue channel, as the same AI that resolves questions can seamlessly guide customers to the right product in the moment. Continue reading Crescendo’s New AI Shopping Assistant Converts at 2-4X Industry Average
Parloa Valued at $3 Billion with $350M Series D to Lead Agentic AI for CX
Parloa, the premier provider of AI agents elevating enterprise customer experience, announced it has raised $350 million in Series D funding, bringing its valuation to $3 billion. Continue reading Parloa Valued at $3 Billion with $350M Series D to Lead Agentic AI for CX
Calabrio Launches Omni Agent Intelligence to Unify Quality and Performance Across the Human and AI Agents
Calabrio, the workforce and conversation intelligence company, today announced the Calabrio Omni Agent Intelligence, already in the market and available for Calabrio ONE customers. This new omni-agent quality and AI intelligence feature is integrated within Calabrio ONE, providing a single, vendor-agnostic view of quality performance across human and AI agents. Continue reading Calabrio Launches Omni Agent Intelligence to Unify Quality and Performance Across the Human and AI Agents
How AI will continue to shape customer experience in 2026
AI dominated the conversation in 2025 – and for good reason. From deepfake images to near-instant research, its capabilities captured global attention. But its impact has, arguably, impacted the customer experience industry more than any other… Continue reading How AI will continue to shape customer experience in 2026
Vonage Elevates Customer Engagement with Launch of Omnichannel Conversations for Agentforce Marketing
Vonage, a part of Ericsson, announced the launch of Vonage Conversations for Agentforce Marketing (formerly Marketing Cloud). Powered by Vonage Communications APIs, the new solution embeds popular messaging channels like SMS, WhatsApp, and Rich Communication Services (RCS) directly into the Salesforce platform, making it easier for enterprises to connect with customers via their preferred channels. Continue reading Vonage Elevates Customer Engagement with Launch of Omnichannel Conversations for Agentforce Marketing