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Spence Software halves IT costs with 11:11 cloud move
Software-as-a-Service

Spence Software halves IT costs with 11:11 cloud move

Spence Software shifts its S2Web SaaS platform to 11:11 Systems' cloud, slashing IT spending by 50% and boosting performance and control.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 21st Jan 2026
eDesk appoints Gareth Cummings as CEO to drive AI push
Software-as-a-Service

eDesk appoints Gareth Cummings as CEO to drive AI push

eDesk names Gareth Cummings as CEO, tasking the AI veteran with leading an 'AI-first' expansion drive across EMEA and North America.

By Sofiah Nichole Salivio • 4 min read • Tue, 20th Jan 2026
Elyos AI raises USD $13m to scale trade service agents
Software-as-a-Service

Elyos AI raises USD $13m to scale trade service agents

Elyos AI raises USD $13m to grow its AI agents that answer calls, book jobs and automate admin for trades and field service firms.

By Mark Tarre • 3 min read • Mon, 19th Jan 2026
Rimini Street honoured for agentic AI & client success
Storage

Rimini Street honoured for agentic AI & client success

Rimini Street secures multiple awards for agentic AI, customer service and leadership, as Hitachi Vantara client also earns industry honour.

By Sofiah Nichole Salivio • 4 min read • Fri, 16th Jan 2026
Newo.ai, IONOS launch AI receptionist for small firms
Digital Transformation

Newo.ai, IONOS launch AI receptionist for small firms

Newo.ai and IONOS have launched a plug-and-play AI receptionist, promising SMEs 24/7 call handling, missed lead recovery and quick setup.

By Catherine Knowles • 3 min read • Fri, 16th Jan 2026
Five9 & Google Cloud launch unified AI contact centre CX
Unified Communications

Five9 & Google Cloud launch unified AI contact centre CX

Five9 and Google Cloud unveil a joint AI-powered CX platform, unifying contact centre workflows and customer data across all channels.

By Shannon Williams • 3 min read • Thu, 15th Jan 2026
Babeltext unveils MC-ML-AI to turn chats into actions
Unified Communications

Babeltext unveils MC-ML-AI to turn chats into actions

Babeltext debuts MC-ML-AI, a standard to turn multilingual, multichannel customer chats into completed bookings, transactions and cases.

By Sofiah Nichole Salivio • 4 min read • Thu, 15th Jan 2026
TeamViewer predicts emotionally aware enterprise AI
Digital Transformation

TeamViewer predicts emotionally aware enterprise AI

TeamViewer predicts 2026 enterprise AI will hinge on governance, energy limits and emotionally aware agents reshaping workplace roles.

By Sofiah Nichole Salivio • 5 min read • Thu, 15th Jan 2026
Chargebacks surge threatens retailers' holiday profits
Data Analytics

Chargebacks surge threatens retailers' holiday profits

Chargebacks surge after record online holiday sales, with USD $181 billion in returns putting retailers' first-quarter profits at risk.

By Shannon Williams • 4 min read • Thu, 15th Jan 2026
Salesforce unveils AI-powered Slackbot as work agent
Data Analytics

Salesforce unveils AI-powered Slackbot as work agent

Salesforce debuts a revamped AI Slackbot as a personal work agent, tying Slack into its Agentforce 360 automation and data platform.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 15th Jan 2026
Google unveils AI shopping protocol & brand agents
Customer Experience

Google unveils AI shopping protocol & brand agents

Google launches a Universal Commerce Protocol and Business Agent tools as it bets on AI agents to drive the next era of online shopping.

By Mark Tarre • 3 min read • Thu, 15th Jan 2026
Ant backs Google's Universal Commerce Protocol push
Crypto

Ant backs Google's Universal Commerce Protocol push

Ant backs Google's new Universal Commerce Protocol to standardise how AI agents handle shopping, payments and post-purchase support.

By Sofiah Nichole Salivio • 4 min read • Wed, 14th Jan 2026
Hyland wins IDC 2025 award for customer experience
Software-as-a-Service

Hyland wins IDC 2025 award for customer experience

Hyland has been named IDC's 2025 Customer Experience Award winner for content and experience management, topping global satisfaction scores.

By Mark Tarre • 3 min read • Wed, 14th Jan 2026
Infobip named Frost CPaaS growth & innovation leader
Software-as-a-Service

Infobip named Frost CPaaS growth & innovation leader

Infobip named a growth and innovation leader in Frost & Sullivan's latest CPaaS report, praised for cross-channel AI-driven communications.

By Shannon Williams • 4 min read • Wed, 14th Jan 2026
AI agents to reshape retail, squeeze SaaS & ad spend
Customer Experience

AI agents to reshape retail, squeeze SaaS & ad spend

AI agents will reshape how shoppers discover brands, forcing retailers to rethink visibility as SaaS vendors and ad budgets come under strain.

By Shannon Williams • 5 min read • Tue, 13th Jan 2026

Stories from Other Regions

Customer Support stories

LVLY shortlisted for three Inside Retail awards 2026
Customer Experience

LVLY shortlisted for three Inside Retail awards 2026

Australian online florist LVLY is shortlisted in three customer service and online retail categories at the 2026 Inside Retail awards.

By Sean Mitchell • 3 min read • Fri, 16th Jan 2026
AI to manage 41% of Singapore customer service by 2027
Digital Transformation

AI to manage 41% of Singapore customer service by 2027

AI is set to manage 41% of Singapore's customer service cases by 2027, as service teams embrace “agentic” tools despite security concerns.

By Shannon Williams • 4 min read • Tue, 13th Jan 2026