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Manhattan adds AI agents & fulfilment tools for retailers
Unified Communications

Manhattan adds AI agents & fulfilment tools for retailers

Retailers could speed service and cut fulfilment costs as Manhattan embeds AI agents, real-time checkout tools and simulation into its omni platform.

By Mark Tarre • 3 min read • Thu, 23rd Apr 2026
Google Cloud study says 52% of firms use AI agents
Digital Transformation

Google Cloud study says 52% of firms use AI agents

Early adopters are seeing stronger returns as AI agents move from trials into core operations across customer service, security and support.

By Sean Mitchell • 3 min read • Thu, 23rd Apr 2026
Parloa study finds big firms make customer contact hard
Unified Communications

Parloa study finds big firms make customer contact hard

Many large companies are making support harder to reach, with most failing to offer clear web, chat or phone access, a Parloa study found.

By Shannon Williams • 4 min read • Thu, 23rd Apr 2026
Google sees retail success with agentic commerce push
Unified Communications

Google sees retail success with agentic commerce push

Retailers are using Google’s new AI suite to speed up shopping and support, with Bunnings already live and UCP adoption starting to grow.

By Sean Mitchell • 4 min read • Thu, 23rd Apr 2026
Google Cloud expands Gemini Enterprise into AI agent hub
DevOps

Google Cloud expands Gemini Enterprise into AI agent hub

Businesses gain a single control plane for AI agents as Google Cloud folds developer tools, employee apps and partner software into Gemini Enterprise.

By Sean Mitchell • 4 min read • Thu, 23rd Apr 2026
Newo appoints Jason Luo as Chief Executive Officer
Unified Communications

Newo appoints Jason Luo as Chief Executive Officer

Missed calls at small firms are becoming a bigger revenue risk as Newo expands its AI receptionist tools beyond the US and into Europe.

By Mark Tarre • 4 min read • Wed, 22nd Apr 2026
Adobe expands AI partner network for customer experience
Unified Communications

Adobe expands AI partner network for customer experience

Businesses can now run campaign analysis, customer support and checkout tasks across over 30 AI platforms through Adobe's expanded network.

By Sean Mitchell • 4 min read • Tue, 21st Apr 2026
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

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