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Zendesk Previews an Employee Service Suite, Extends Its Resolution Objective
Contact Center & Omnichannel
Five9 Confirms Its Second Round of Layoffs in a Year, Affecting 4% of Its Workforce
CRM & Customer Data Management
HubSpot Brings AI Agents to SMBs
Mitel on Its Chapter 11 Bankruptcy, Go-Forward Plans, Big Win with Zoom
The Ultimate ServiceNow Career Guide for 2025: Jobs, Salaries, & Certifications
Customer Engagement Platforms
Amazon Redefines How Customers Shop with Its New “Buy for Me” Feature & Alexa Plus
Microsoft Outlook Warns Businesses: Authenticate Your Emails or Get Used to the Spam Folder
Shopify CEO Directs His Team: Hire an AI Before You Hire a Human
Salesforce Is “Hiring Aggressively” In Some Areas, But Letting Customer Support Agents Go
Customer Analytics & Intelligence
Twilio Disputes Reports of a Data Hack Impacting 848,000 of Its Customers
200+ Contact Centers Implement the CX Cloud from Genesys and Salesforce
Preventing Fraud In CPaaS Telcom Networks: GenAI Is Making a Difference
ING’s Approach to Conversational AI: “First Nail It, Then Scale It”.
The New Best Practices for Contact Center Workforce Engagement Management
Twilio Introduces Generative Custom Operators to Pull Insights from Customer Calls
Sky Cuts Thousands of Contact Center Jobs to “Improve Customer Service”
