Self-service Stories

American Stories

Self-service stories

Eltropy adds Illuma voice security for financial firms

Financial institutions will be able to verify callers in seconds as Eltropy embeds IllumaSHIELD to counter AI-driven voice fraud.

By Karen Joy Bacudo • 4 min read • This month

Global Stories

Self-service stories

Software-as-a-Service

Zoom adds AI tools to Virtual Agent for customer service

Customer service teams can now build and monitor AI agents more easily, with Zoom adding testing, quality controls and outcome-based pricing.

By Sean Mitchell • 4 min read • Yesterday

Software-as-a-Service

Perion launches Ask Perion for self-serve ad planning

Marketers juggling multiple ad channels may cut planning time as Perion rolls out AI tools that turn briefs and data into media plans.

By Sofiah Nichole Salivio • 3 min read • 2 days ago

Digital Transformation

McKinsey flags widening B2B gap as AI lifts leaders

Roughly one in three B2B suppliers still lack online purchasing, even as buyers and rivals increasingly shift spending and research online.

By Sofiah Nichole Salivio • 4 min read • This month

Digital Transformation

Druid AI report finds AI agent use concentrated in key tasks

Production data from hundreds of enterprise customers shows AI agents are handling only a few high-volume workflows, reshaping deployment priorities.

By Sofiah Nichole Salivio • 3 min read • Last month

Multi-factor authentication

Freshworks data shows after-hours IT support gap widens

Nearly half of IT help requests now land after hours, leaving staff waiting longer for routine fixes as flexible work reshapes support demand.

By Sofiah Nichole Salivio • 4 min read • Thu, 30th Apr 2026

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

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

Unified Communications

Gamma champions quick CX wins to cut friction & risk

Gamma is urging organisations to prioritise quick CX wins, reducing customer friction and risk while building momentum for longer-term change.

By Sofiah Nichole Salivio • 9 min read • Thu, 19th Mar 2026

Stories from Other Regions

Self-service stories

Data Protection

Customers lose trust in AI in regulated industries

Consumer patience is thinning, with Australian customers most likely to walk away when poor communications or clumsy data capture erode trust.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Unified Communications

Why does CX and UC need to be designed together?

Disconnected customer and internal communications are driving missed calls, repeat contacts and burned-out agents, according to the article.

By Samantha Mooney • 6 min read • This month

Customer Relationship Management

Parloa opens London office as AI expansion gathers pace

London's rising AI investment is drawing Parloa into the capital as the company expands its European footprint and customer base.

By Sean Mitchell • 5 min read • This month

Digital Transformation

HMRC picks Capgemini, NiCE & Route 101 for overhaul

Millions of taxpayers should see faster, more consistent support as HMRC moves contact services onto a single cloud platform with AI tools.

By Karen Joy Bacudo • 4 min read • This month

Network Infrastructure

Gamma launches GCE in Singapore for APAC partner links

Singapore's strict licensing and Singtel's dominance make Gamma's partner-led APAC plan a test of whether wholesale routes can open the market.

By Sofiah Nichole Salivio • 5 min read • Last month

Wearables

UK shoppers want tech to support store staff, survey says

Shoppers are backing connected-store spending only if it helps staff answer queries faster, with 59% finding tech frustrating without human support.

By Sean Mitchell • 4 min read • Last month

Data Protection

eir business inks ServiceNow deal for managed services

Customers across Ireland will get a single portal for service requests and incident updates as eir business shifts onto ServiceNow's AI platform later this year.

By Karen Joy Bacudo • 4 min read • Wed, 29th Apr 2026

Software-as-a-Service

Loop launches AI suite to cut retailer returns costs

Retailers could trim refunds, service queries and fraud losses as the new suite uses data from 200 million shoppers to automate post-purchase changes.

By Sean Mitchell • 4 min read • Tue, 28th Apr 2026