Latest Industry Professional News

Workforce Engagement Management

Shopify CEO Directs His Team: Hire an AI Before You Hire a Human

CRM & Customer Data Management

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

CRM & Customer Data Management

200+ Contact Centers Implement the CX Cloud from Genesys and Salesforce

Customer Analytics & Intelligence

Preventing Fraud In CPaaS Telcom Networks: GenAI Is Making a Difference

Customer Analytics & Intelligence

ING’s Approach to Conversational AI: “First Nail It, Then Scale It”.

Workforce Engagement Management

The New Best Practices for Contact Center Workforce Engagement Management

Customer Analytics & Intelligence

Twilio Introduces Generative Custom Operators to Pull Insights from Customer Calls

Contact Center & Omnichannel​

Sky Cuts Thousands of Contact Center Jobs to “Improve Customer Service”

Contact Center & Omnichannel​

Verint Secures a $27MN Megadeal, Finds Success in Hybrid Cloud Contact Centers

Contact Center & Omnichannel​

Microsoft Rebrands Its Contact Center Workspace, Stops Using the Term “Agent” for Live Reps

Customer Analytics & Intelligence

Observe.AI Acquires Dubdub.ai, Aims to Pioneer the “Renaissance” of Voice in Customer Support

Contact Center & Omnichannel​

“$130MN Per Quarter In Interest Rates Alone”: Analyzing Mitel’s Plunge Into Bankruptcy

CRM & Customer Data Management

Salesforce Resolves 85% of Its Customer Queries with Agentforce

Workforce Engagement Management

What Is Contact Center Call Monitoring, & How Does It Work?

Contact Center & Omnichannel​

Kore.ai Announces a ‘Three Pronged’ Agent Platform, Unifies Its Agentic AI Portfolio