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Deflection, containment, and shorter calls can make a contact center look more efficient. But if customers have to call back, switch channels, or give up, Natalie Beckerman argues that businesses have not removed effort. They have simply moved it somewhere else.
Harmony has launched as a new voice AI platform to help sales teams follow up with leads, qualify opportunities, and manage customer conversations at scale. Head of Harmony, Vitali Margolin, explains why the company is betting on specialized models rather than general-purpose AI.
This week’s WFM roundup examines how 8x8 customers are moving beyond spreadsheet planning, why Intradiem is connecting live intelligence to real-time action, and how Staffordshire Police is using Totalmobile to create a more joined-up approach to workforce rostering.
Discord has a problem in Brazil. Regulators want proof that its safety measures do what they're supposed to. Reddit's reworking its moderator tools, while Khoros and Gainsight are making it easier to connect communities with support and knowledge systems. For CX teams, there's plenty to test.
ITSM and customer service are starting to share the same AI agents, service layers and operational data. That could mean fewer handoffs and a faster path from an employee issue to a customer resolution, provided shared execution doesn’t blur permissions, ownership or accountability.
This week’s security news highlights the growing gap between agentic AI adoption and AI assurance. Meanwhile, ransomware threats are becoming more personal, stolen financial credentials are climbing, and retail remains exposed to complex cyber risks.
Brands have more customer data, dashboards, and campaign tools than ever. Yet turning a useful signal into the right response can still take days, multiple systems, and several teams. Amperity’s new AI agent, Pér, highlights the challenge of acting faster without losing context, control, or trust.
8x8’s WFM customer base grew by more than 170% since November 2025 as contact centres seek simpler alternatives to spreadsheet-led planning. Lisa Orford explains why AI is changing the work agents handle, and why workforce, quality, and coaching data must increasingly work together.
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