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Contact Center & Omnichannel
Contact Center Economics in the Age of Voice AI: An Inside Look
A Game Plan to Improve Contact Center Agent Empowerment
Should I Let AI Run My Outbound Contact Center Strategy?
The Latest BIG News from Salesforce, Zoom, Oracle, Snapchat & Microsoft
Snapchat AI Spill Shows Why Chatbots Aren’t Ready to Run Customer Support Alone
Anthropic’s Claude Haiku 4.5 Brings Enterprise-Grade Speed and Savings to Customer-Facing AI
Klarna Rethinks CRM AI Strategy by Partnering With Google Cloud
IDC Names Five9 a European CCaaS Leader as Market is Set for $3.7BN Boom
Four Key Considerations for Contact Centers in 2025
Microsoft Expands AI Customer Service Strategy with L&G Contact Center Deal
Why Outdated WEM Practices Are Holding Back Your Contact Center
The Latest on ServiceNow AI Experience, Qualtrics’ $6.75MN PG Forsta Acquisition, & More
Sprinklr Takes on CCaaS Giants with a Broader Platform Strategy
Cisco Introduces the Webex Contact Center for Salesforce
Concentrix at Dreamforce: Why Enterprise AI Fails and How to Build It Around the Customer
Microsoft Outlines Its Vision for Customer Service in the AI Agent-Led Enterprise
Why Omnichannel Is Failing – and How CCaaS 3.0 Fixes It
Zoom Announces 15,000-Seat CCaaS Megadeal with Oracle, Advances Broader Partnership
Connected Intelligence and the End of the Drudge Work, Says Nate Brown
Why the Future of AI in CX Depends on Leaders Who Can Say ‘No’
No More Boxes: Webex’s Open Approach to Customer Experience Integration
Smarter Conversations, Healthier Outcomes: Valeris’ Webex Contact Center Story
Deflection Is NOT a Contact Center AI Strategy. This Is
