James Stephen

Latest Stories from James Stephen

Why the latter? Because the industry-wide significance of AI is shifting buying decisions back toward the IT team, who will likely prioritize integrating contact center tools with broader ecosystems, like ServiceNow.

Contact Centre

As Supply Outweighs Demand, What’s Next for the Contact Center Tech Industry?

salesforce-agentforce-testing-center

CRM

Salesforce’s Agentforce Testing Center Ensures Accurate Agent Responses

8x8-ai-customer-engagement

Contact Centre

8×8 Adds New AI and Customer Engagement Features

ringcentral-verint-partnership

WFO

RingCentral and Verint Form WEM Partnership

five9-legion-partners

Contact Centre

Activist Investor Legion Pushes for Changes at Five9

microsoft-teams-queues-app

Contact Centre

Microsoft’s Queues App for Teams Is Now Available

puzzel-acquires-capturi

Data & Analytics

Puzzel Agrees to Acquire AI Insights Specialist Capturi

8x8-ai-self-service

Contact Centre

8×8 Expands AI-Powered Voice Self-Service Offering

goto-connect-ai

CRM

GoTo Adds AI to GoTo Connect CRM Integrations

verint-knowledge-automation-bot

Contact Centre

Verint Launches a Knowledge Automation Bot, Teases a “Genie Bot”

Update! The Leak of 12,000 Twilio Call Records Is Most Likely Not a Breach

Data & Analytics

Update! The Leak of 12,000 Call Records Is Not a Breach, Claims Twilio

talkdesk-ai-rewriter-translator

Contact Centre

Talkdesk Launches a One-Click “AI Rewriter” Solution for Contact Center Agents

Calabrio Appoints Dave Rhodes as CEO, Promises to Seize

WFO

Calabrio Appoints Dave Rhodes as CEO, Promises to Seize “Immense” Growth Opportunities

zoom-contact-center

Contact Centre

Zoom Releases Three Tools to Simplify Contact Center Agent Experiences

goto-connect-cx

Contact Centre

GoTo Launches Connect CX for ‘Exceptional’ Customer Experiences

vonage-sap-collaboration

Data & Analytics

Vonage and SAP Co-Create ‘Next-Gen’ Enterprise Apps

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