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Hexnode launches Synapse AI layer for IT workflows
Endpoint Protection

Hexnode launches Synapse AI layer for IT workflows

It aims to cut manual handoffs in onboarding, access changes and incident response by linking multiple enterprise tools under one AI layer.

By Sofiah Nichole Salivio • 4 min read • Last month
Catapult uses AI agents to speed up support worldwide
Software-as-a-Service

Catapult uses AI agents to speed up support worldwide

Support response times have fallen as the sports technology company lets AI triage routine queries for teams across 139 countries.

By Sean Mitchell • 8 min read • Last month
Zendesk adds real-time voice translation for contact centres
Software-as-a-Service

Zendesk adds real-time voice translation for contact centres

It could ease staffing bottlenecks and cut waits for multilingual customers, as live translation is built into one support workflow.

By Sofiah Nichole Salivio • 4 min read • Last month
Zendesk's outcome-based pricing balances AI with human touch
Software-as-a-Service

Zendesk's outcome-based pricing balances AI with human touch

Businesses will pay only for closed support cases under Zendesk's new model, as the software group ties AI automation to human fallback.

By Anthony Caruana • 4 min read • Tue, 18th Aug 2026
PDQ adds ticketing integrations & Mac vulnerability tools
Software-as-a-Service

PDQ adds ticketing integrations & Mac vulnerability tools

Support teams can now handle device context and remediation in one place as PDQ widens its Windows and macOS management tools.

By Joseph Gabriel Lagonsin • 4 min read • Mon, 10th Aug 2026
PDQ adds ticketing integrations & macOS vulnerability tools
DevOps

PDQ adds ticketing integrations & macOS vulnerability tools

IT teams can now handle Mac and Windows vulnerabilities in one workflow, while support agents gain ticketing links that cut manual lookups and errors.

By Joseph Gabriel Lagonsin • 3 min read • Fri, 7th Aug 2026
Genesys names new partner chiefs to expand AI push
Software-as-a-Service

Genesys names new partner chiefs to expand AI push

The appointments signal a sharper partner-led route to market as the software group pushes AI deeper into customer service systems used by thousands.

By Mark Tarre • 3 min read • Wed, 8th Jul 2026
CrayonIQ says APAC CX buying shifts to AI strategy
Digital Transformation

CrayonIQ says APAC CX buying shifts to AI strategy

Enterprises are increasingly judging CX vendors on AI governance, cloud infrastructure and pricing transparency rather than contact centre features alone.

By Mark Tarre • 4 min read • Thu, 2nd Jul 2026
Pay.com.au adopts Zendesk AI ahead of US expansion
Software-as-a-Service

Pay.com.au adopts Zendesk AI ahead of US expansion

Centralising support has cut costs and handling times as the fintech gears up for its first US office in a $35 trillion market.

By Karen Joy Bacudo • 3 min read • Tue, 30th Jun 2026
Zendesk contact centre voice passes 100 contact centers customers
Software-as-a-Service

Zendesk contact centre voice passes 100 contact centers customers

High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.

By Sean Mitchell • 4 min read • Fri, 19th Jun 2026

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PDQ expands API access & integrations across plans
Software-as-a-Service

PDQ expands API access & integrations across plans

Broader automation is now available to all customers as PDQ opens up data links for vulnerability, deployment and asset management workflows.

By Joseph Gabriel Lagonsin • 3 min read • Last week
Zendesk names Rachita Sundar as Chief Financial Officer
Software-as-a-Service

Zendesk names Rachita Sundar as Chief Financial Officer

Greater scrutiny over AI spending will fall on Zendesk's finance team as Rachita Sundar takes over as Chief Financial Officer.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Zendesk launches specialised AI agents for commerce
Digital Transformation

Zendesk launches specialised AI agents for commerce

Australian retailers are set to benefit as Zendesk's new tools aim to settle orders, returns and refunds with fewer hand-offs.

By Joseph Gabriel Lagonsin • 5 min read • Last month
Zendesk launches specialised AI agents for customer service
Digital Transformation

Zendesk launches specialised AI agents for customer service

The new tools could automate up to 80% of service workflows, letting retailers handle orders, returns and refunds without manual handoffs.

By Sofiah Nichole Salivio • 4 min read • Last month
Crescendo launches AI-native customer experience platform
Software-as-a-Service

Crescendo launches AI-native customer experience platform

Businesses may cut CX stack costs by more than 60% as Crescendo bundles AI agents, ticketing and workforce tools into one platform.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 26th Aug 2026
Hexnode links UEM to ServiceNow incident management
Security Operations Centres

Hexnode links UEM to ServiceNow incident management

IT teams can now manage device incidents and remote fixes from ServiceNow, cutting console-hopping and improving audit trails across Hexnode UEM.

By Sofiah Nichole Salivio • 3 min read • Sat, 11th Jul 2026
Stewart Golf cuts customer response times to one minute
Digital Transformation

Stewart Golf cuts customer response times to one minute

Weekend and overseas customers are getting answers far faster, as the golf trolley maker's AI assistant now handles most routine queries around the clock.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 19th Jun 2026