Gartner Magic Quadrant CCaaS 2026 Still Sells Influence, Not Outcomes
Gartner’s 2026 CCaaS Magic Quadrant keeps the same Leaders while agentic AI reshapes the sales pitch. Rob Scott asks whether Gartner’s influential chart helps buyers select platforms that deliver trusted automation, real resolution, and measurable customer outcomes.
Rob Scott · 22 Oct 2026
Five9, Contact Babel, Arkose Labs: Exposing Contact Center AI Reality
As event season fills calendars and research reports start landing in inboxes, Five9, Arkose Labs, and ContactBabel point to the same contact center AI reality: adoption is accelerating, but trust, escalation, accuracy, and workforce readiness now decide what works.
Rob Wilkinson · 22 Oct 2026
Microsoft CCI Challenges the ‘Rip and Replace’ Contact Center Model
Microsoft has launched Contact Center Intelligence, positioning it as an alternative for organizations that want to modernize service without committing to a lengthy CCaaS replacement. CX Today will be reporting from Microsoft Ignite in November to get under the hood of this announcement.
Rob Scott · 21 Oct 2026
Zoom Targets CX’s Broken Context With Its New AI Layer
Zoom has unveiled a Unified Context Layer at Zoomtopia 2026, giving virtual and human agents a shared, real-time view of customer history. The move could reduce repeated explanations, while pushing Zoom further into the race to make AI agents genuinely useful.
Rhys Fisher · 20 Oct 2026
Salesforce's Native Contact Center is Global: How to Get Connected
With Salesforce's native Contact Center going global, Salesforce is playing to each market’s strengths to get deployed faster. But what does it take to go live across multiple markets while juggling demands for numbers, migration, call quality, and accountability? It may be easier than you think.
Rhys Fisher · 20 Oct 2026
Why Contact Center Efficiency Can Be a False Win
Deflection, containment, and shorter calls can make a contact center look more efficient. But if customers have to call back, switch channels, or give up, Natalie Beckerman argues that businesses have not removed effort. They have simply moved it somewhere else.
Rhys Fisher · 19 Oct 2026
How IAA Transformed Its Contact Centre with Five9 AI
At CCW Nashville, IAA and Five9 shared how an employee-first, AI-enabled contact centre strategy increased digital engagement, reduced case backlogs and improved NPS. The transformation shows why agent experience, trusted data and strategic partnerships are central to modern CX.
Sophie Wilson · 15 Oct 2026
Muse Shows Why AI May Grow the Contact Center Again
Meta’s Muse has moved personal AI agents from consumer curiosity to contact center reality. Adoption, hands-on user testing, detection data, and vendor response all point to a harder CX question: how do enterprises serve AI acting for customers without losing trust?
Rob Wilkinson · 15 Oct 2026
Sanas Launches Supervised AI, Keeping Humans in Control of AI Calls
Sanas Supervised AI enables contact centres to scale AI-led customer conversations while keeping a human supervisor in control. Announced at CCW Nashville, the platform allows supervisors to oversee up to four live AI calls, intervene instantly and preserve customer context.
Sophie Wilson · 14 Oct 2026
WebexOne 2026: GetixHealth on Buying Into the Webex Roadmap
Dan Womack, VP of Software at GetixHealth, tells CX Today why the medical billing company chose Webex Contact Center two years ago for its roadmap, how AI tools are helping it reach more patients, and why patients will decide where its virtual agents go next
Marcus Law · 14 Oct 2026
Can Enterprises Trust AI to Do the Work, Not Just the Demo?
Tata Communications' Gaurav Anand explains how to tell when an AI pilot is ready for production, what touchless resolution looks like in practice, how to make AI-to-human handoffs truly seamless, and where enterprises should start when scaling AI without breaking what already works
Rhys Fisher · 14 Oct 2026
CCW Nashville 2026: Key AI and Customer Experience Takeaways
CCW Nashville 2026 showed that AI CX success depends on more than rapid deployment. Leaders focused on customer trust, connected data, agent support, and human oversight as they weighed how to scale automation without adding friction or reducing customer choice.
Sophie Wilson · 14 Oct 2026
WebexOne 2026: Cisco Dialog Turns AI Agents Into Advocates
Vinod Muthukrishnan, VP and GM of Webex Customer Experience, tells CX Today how Dialog gives AI agents the relationship context and staying power to keep working on a customer's behalf long after the conversation ends, and how Cisco plans to keep them accountable
Marcus Law · 7 Oct 2026
What Is Touchless Resolution? How AI Moves Beyond Automation
AI can answer a customer question in seconds, but completing the task, updating the right system and leaving no hidden cleanup for an employee is a much harder test. Tata Communications' Gaurav Anand explains why touchless resolution is the new standard for AI in CX
Rhys Fisher · 6 Oct 2026
Why 100% Interaction Analysis is the New Contact Center Standard
Bluecrest moved beyond sampled calls and manual dispositions to analyze every customer interaction. Its experience shows how contact centers can use AI to uncover customer intent, challenge internal assumptions, improve service journeys, and build a stronger foundation for automation.
Rhys Fisher · 5 Oct 2026
Voice AI Lawsuits Put Contact Centers on BIPA Watch
A recent warning from Contact Center AI Association President John Walter points to a sharper BIPA risk for voice AI. After May lawsuits against Big Tech and newer claims against Walmart and Lowe’s, contact center buyers need to know when call recording becomes biometric processing.
Rob Wilkinson · 4 Oct 2026
Why Contact Center Buyers Must Rethink CX for 2026
ISG’s Research Director, Keith Dawson, says the contact center is becoming a customer engagement hub, forcing buyers to weigh AI governance, context, quality automation, and IT alignment alongside vendor rankings. The practical test is whether platforms now fit the operating model the business needs
Rob Wilkinson · 1 Oct 2026
AI Is Taking the Easy Calls. Can It Make Voice More Human?
As AI agents handle more routine customer service and experience queries, voice is becoming the channel for urgent and complex issues. Zendesk’s new real-time translation feature could remove language barriers, but accuracy and trust remain the real test.
Rhys Fisher · 29 Sept 2026
The New CX Today Is Live — Grab Your Founding Handle Before It's Gone
CX Today has a new home, rebuilt around how people actually follow the customer experience market: smarter search, sharper analysis and stories shaped by real market intelligence. Signing up is free, and founding member handles are available now, but not for long
Rob Scott · 28 Sept 2026
How Dr. Martens Kicked Its CX Strategy Into Gear
At Dreamforce 2026, Graham Calder, Chief Technology and AI Officer at Dr. Martens, spoke with CX Today about how the iconic shoe store rebuilt its customer care stack to balance faster service with the human touch customers expect. He also discussed the new training strategy for human agents.
Sean Nolan · 24 Sept 2026
ISG, Telstra, Cresta, and ScorebuddyCX Expose AI’s Contact Center Test
ISG, Telstra, Cresta, and ScorebuddyCX show why contact center AI now depends on workflows, QA trust, governance, and value.
Rob Wilkinson · 22 Sept 2026
Oracle’s Agentic AI Gamble: Replacing Human Support to Fund Data Centers
Oracle’s Q4 earnings show huge AI growth, but layoffs across support and success raise new risks for enterprise CX leaders.
Rob Wilkinson · 16 Sept 2026
Contact Center AI Moves From Claims to Operating Proof
NiCE, Observe.AI, and Dialpad show how contact center AI is moving into healthcare, coaching, and fan service workflows.
Rob Wilkinson · 15 Sept 2026
Contact Center Weekly Roundup: Zendesk Targets Language Barriers as AI Control Wars Heat Up
This week’s contact center news includes Zendesk voice translation, Genesys AI orchestration, RingCentral’s Mets deal, and Verint research
Rhys Fisher · 10 Sept 2026
Can Zendesk Cut Multilingual Contact Center Costs With AI?
Zendesk Real-Time Voice Translation promises lower multilingual contact center costs, but latency and escalation limits remain
Rhys Fisher · 10 Sept 2026
Contact Center Modernization Has a New Risk Profile
Contact center modernization now depends on cloud migration, AI governance, data quality, and change management. Here’s what buyers must get right.
Rob Wilkinson · 9 Sept 2026
The 57% Problem: Why Omnichannel Strategy is Stalling in 2026
Omnichannel customer communication has become one of the defining priorities for organizations looking to improve customer experience, increase operational e...
Nicole Willing · 8 Sept 2026
Ibex CX Integration: Is AI-to-Human Handoff the Real Test?
The ibex CX integration strategy is tackling one of the most challenging parts of CX: the AI-to-human handoff.
Rebekah Carter · 27 Aug 2026
The Ultimate Guide to CX AI Pricing: Which Model is Right for Your Contact Center?
Explore six CX AI pricing models, from per-seat and usage billing to credits and outcomes, and find the best fit for your contact center.
Rhys Fisher · 20 Aug 2026
IntouchCX Digital CX Says AI Roleplay Lifted CSAT by 7%. Should Companies Be Investing in Superpunch?
IntouchCX Digital CX is sharing incredible results for its AI roleplay solution, SuperPunch. Should companies pay attention?
Rebekah Carter · 20 Aug 2026
The Dialpad AI Contact Center and Agentic AI: What Dialpad Agentic AI Has Shipped, Slipped, and Left Unanswered
The Dialpad AI contact center is here, what's proven, what's still coming, and what's still next for CX buyers?
Rebekah Carter · 14 Aug 2026
Big CX News from Five9, Cisco, Meta & More
The latest and greatest news stories from the biggest vendors in the customer experience and service space, including: Five9, Cisco & Meta
Rhys Fisher · 14 Aug 2026
Capita CallSight Under Pressure: Can Banks Get AI Call Analysis Live Without Losing Control?
Capita CallSight might have found the perfect place to test it's pitch: financial analysis. Here's what buyers should know.
Rebekah Carter · 12 Aug 2026
Five9 Wins $100M Financial Services CCaaS Contract
Five9 has won a $100M CCaaS contract with a Fortune 100 financial services firm through Google Cloud Marketplace.
Rhys Fisher · 10 Aug 2026
Twilio Sees Voice AI Adoption Surge 50%+ Amid Growing CX Buyer Caution
Twilio reports 50%+ self-service voice growth, revealing how AI is moving from CX pilots toward production deployments.
Francesca Roche · 10 Aug 2026
Five Costly Mistakes Enterprises Make When Replacing a Legacy Contact Center Platform
The decision to replace a legacy contact center platform rarely comes at a convenient moment. It is usually triggered by a vendor in distress, a support cont...
Nicole Willing · 10 Aug 2026
AI-Powered BPO Is Eating Its Own Business Model: Can TaskUs AI Services Win What Comes Next?
Taskus AI services combine agentic customer service, human evaluation and trust and safety expertise.
Rebekah Carter · 8 Aug 2026
Inside Intelligent Workspace: How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era
Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage , about how intelligent workspaces are reshaping the agent experience...
Rob Wilkinson · 6 Aug 2026
Oracle vs SAP Contact Center: Which Autonomous CX Pitch Is Ready for the Real World?
Oracle vs SAP contact center, which autonomous CX solution has the most to offer larger contact centers?
Rebekah Carter · 6 Aug 2026
Freshworks Celebrates 90% Freshdesk Omni Migration With Autonomous Support Expansion
Freshworks advances its CX AI strategy with Freshdesk Omni, Freddy AI agents and growing autonomous customer support adoption.
Francesca Roche · 5 Aug 2026
Firstsource Kairos and Outcome-Based BPO: The Integration Test Most Buyers Skip
Firstsource Kairos could prove that Firstsource has the potential to fix BPO accountability issues once and for all.
Rebekah Carter · 4 Aug 2026
Avaya Names New CEO – Can He Keep Up with Agentic AI?
Avaya has named Jeff Clarke CEO. Can he protect its enterprise contact center base while keeping pace with agentic AI?
Rhys Fisher · 3 Aug 2026
IKEA Retrains 8,500 Call Center Staff as AI Bot Billie Takes Routine Queries
IKEA retrains 8,500 call center staff as AI bot Billie handles routine queries, turning automation into CX and sales growth.
Alex Cole · 3 Aug 2026
Enterprises Still Running On Outdated Platforms Face Risks They Can No Longer Afford To Ignore
The contact center market has undergone significant change in recent years, prompting many enterprises to reassess the long-term viability of legacy platform...
Nicole Willing · 3 Aug 2026Big CX News from RingCentral, NiCE, Microsoft, Uber & Meta
The latest and greatest news and insights from the world of CX, including RingCentral, NiCE, Microsoft, Uber & Meta
Rhys Fisher · 31 Jul 2026
Verint Agent Factory: Can Hybrid Human-AI Workforce Orchestration Actually Work?
Verint's Agent Factory , launched at Engage 2026 alongside a completed Calabrio merger, is trying to become the control layer for a contact center workforce ...
Rebekah Carter · 29 Jul 2026
Tata Communications Kaleyra: The Contact Center as an Interaction Fabric
Tata Communications Kaleyra review: how CCaaS, TX Hub, Kaleyra.ai and NiCE combine for AI-first enterprise CX.
Alex Cole · 28 Jul 2026
Can RingCentral and NiCE Finally Unite UCaaS and CCaaS?
NiCE will resell RingCentral RingEX while RingCentral extends its CXone deal. Can the partnership deliver integrated UCaaS and CCaaS?
Rhys Fisher · 27 Jul 2026
Moving Beyond Legacy Contact Centers to Future-Proof CX: What Enterprise Buyers Need to Know
In this CX Today interview, Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO at Content Guru , about the market forces reshaping contact c...
Nicole Willing · 27 Jul 2026
Monzo’s Customer Operations Team Shows Why Digital Banking CX Is a Trust Operation
Monzo customer operations analysis: how app-first banking CX scales trust through self-service, AI, chat, and human support.
Alex Cole · 23 Jul 2026
Ericsson Appoints New Vonage CEO to Accelerate Its Turnaround
Ericsson has named Christophe Van de Weyer as Vonage CEO, tasking the former API leader with accelerating CPaaS and network API growth.
Rhys Fisher · 23 Jul 2026
Avaya Ends New Sales of Agent for Desktop as Legacy Contact Center Migration Pressures Mount
Avaya is ending new sales of Agent for Desktop, prompting enterprise CX leaders to reassess legacy platforms and migration plans.
Nicole Willing · 20 Jul 2026
Genesys Cloud CX: The New Test for Enterprise Contact Centers
Genesys Cloud CX analysis: how AI-powered experience orchestration is reshaping large enterprise contact centers and CX operations.
Alex Cole · 20 Jul 2026
CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft
A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually look...
Rob Scott · 20 Jul 2026