TELUS Digital Experience, a leading global technology company deploying exceptional customer experiences, announced a new strategic collaboration with Zendesk, a pioneer in agentic AI-powered service. Continue reading TELUS Digital Deepens CX Capabilities Through Strategic Collaboration with Zendesk
All posts by Sam Heggie-Collins
Braze Announces Agreement to Acquire OfferFit
Braze, the leading customer engagement platform that empowers brands to Be Absolutely Engaging™, announced that it has entered into a definitive agreement to acquire OfferFit, an AI decisioning company, for $325 million, subject to customary closing adjustments. Continue reading Braze Announces Agreement to Acquire OfferFit
Noetica Awarded Patent for Technology Enabling Contact Centres to Improve Outbound Campaign Targeting
Noetica, a British company, developing software products for the global contact centre market, has been granted a patent for its technology which enables Campaign Managers to quickly and easily create data segments for better-targeted and more successful outbound outreach. Continue reading Noetica Awarded Patent for Technology Enabling Contact Centres to Improve Outbound Campaign Targeting
Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations
Calabrio, the workforce performance company, has released their annual 2025 State of the Contact Centre report. The prevalence of AI use in the contact centre comes as no surprise, but the fact that 61% are experiencing more difficult conversations illustrates the ongoing challenge of balancing efficiency and empathy in the fast-changing customer experience space. Continue reading Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations
Zendesk Revolutionizes CX with the Launch of Agentic AI-Powered Zendesk Resolution Platform
Zendesk, a pioneer in Agentic AI-powered service, announced at its annual Relate conference the launch of the Zendesk Resolution Platform, aimed at redefining customer experience. Continue reading Zendesk Revolutionizes CX with the Launch of Agentic AI-Powered Zendesk Resolution Platform
Observe.AI Introduces VoiceAI Agents to Revolutionize CX with a Unified AI Platform
Observe.AI, the leading AI Conversation Intelligence platform for contact centres, announced the general availability of the company’s VoiceAI agents, capable of automating all customer interactions in the contact centre, from FAQs to complex, multi-turn conversations. Continue reading Observe.AI Introduces VoiceAI Agents to Revolutionize CX with a Unified AI Platform