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AI & Automation in CX
Smarter Conversations: Defining the 2026 Landscape
How AI Speech Analytics Unlocks Hidden Value in Voice Calls
Contact Center & Omnichannel
Microsoft’s Contact Center Celebrates Its First Birthday: 3 Takes on Its Journey So Far
Cisco Reaffirms Its Support for On-Premise Customers, in the Contact Center & Beyond
Big CX Update: Cyara
What is CX? The Ultimate Guide to Enterprise-Ready Customer Experience
Generative AI in the Contact Center: What’s New in 2025?
Big CX News from Salesforce, Genesys, OpenAI, & Mitel
“Customer Service Is the New Marketing”: Reimagining the Golden Concept
RingCentral Shares All on RingCX: Early Successes, Latest Innovations, & Roadmap
Genesys Introduces an AI Studio, Presents a “Grown-Up Path” to Agentic AI
What Is the Microsoft Copilot Service Workspace (CSW), and How Does It Work?
Workforce Engagement Management
3 In 5 Contact Center Agents Don’t Recommend Self-Service, Finds Gartner
Zoom Introduces Its Latest WEM Release, New ServiceNow & Salesforce Integrations
Mitel Exits Chapter 11 Bankruptcy: A “Fresh Start” or Short Reprieve?
The Curious Case of Dirty Data and the Impacts on Your Customer Support RTB
Big CX News from NiCE, Genesys, Salesforce, & Gartner
Five9 Brings AI Agents to Market With a Shot of Trust and Governance: A Recap
Why Wall Street is Suddenly Nervous About Your Contact Center Vendor
Amazon Connect: Turning the “Sorry about that” Department into the “You might like this” Department
UJET Acquires Spiral: Rewriting the CX AI Rulebook
The Flight Simulator for Agentic AI: Navigating Observability in Amazon Connect
Amazon Connect Removes the Fear of AI deployment for Contact Center Leaders
