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Conversational AI
AI That Supports, Not Replaces: Rethinking Agent Assistance
Contact Center
What Should You Look for in a Contact Center Virtual Agent?
Microsoft Leans on MCP as Dynamics 365 Gets Smarter
Traditional Contact Centers Are Failing the Next Generation. But, What Comes Next?
Gartner Drops the Term “CXaaS” After Industry Pushback
NiCE, Genesys, & Five9 Have All Released AI Agent Studios, But What Should I Look Out For?
The Top Contact Center Events for 2025 (Updated!)
Microsoft Boosts Contact Center Reliability with a New Desktop App
The Hidden Power of AI Agents in Customer Experience
Almost Half of Customer Service Tech Deployments Miss the Mark, Finds Gartner
Zoom’s New-Look AI Companion Reveals Its Broader Ambitions
93% of Contact Center Leaders Are Reevaluating the Agent Role
Sanas Files a Lawsuit Against Krisp, Claims “Theft of Intellectual Property”
Contact Center AI Assistants Are Introducing New Inefficiencies & Burdens, Finds Study
What ‘See the Solution’ Means: Why Visual Interactions Are the Missing Link in Agentic AI
An Analyst’s Take on the Forrester Wave for Contact Center as a Service (CCaaS) 2025
CX TV
AI Solutions Have Never Been Better: Why Are Organizations Still Struggling with Adoption?
Gartner Exposes the Pressure on Customer Service Leaders to Deploy “Limitless Automation”
Big CX Update: Cyara
RingCentral Shares All on RingCX: Early Successes, Latest Innovations, & Roadmap
CX
Zoom Introduces Its Latest WEM Release, New ServiceNow & Salesforce Integrations
80% of Tech Specialists Make These Common Mistakes that Make Them Regret their CCaaS Decision
Content Guru on Gartner’s Latest CCaaS Study, Converging CCaaS-CDP
Reviews
Landis Microsoft Teams Contact Center Review
CRM
How Review Management Impacts Customer Experience
