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Contact Center & Omnichannel
Voice AI is Booming – But Without CX Observability, It Will Break
Defining a New Category: Why CX Observability Matters in Today’s AI-Powered Contact Centers
AWS & Zoom Debut a New Integration to “Change the Future of Work”
Mitel Wins Court Approval for Its Plan to Exit Bankruptcy
The 8×8 Analyst Summit 2025: 5 Top Takeaways
The Future of Social Customer Service: An Inside Look
The New Microsoft Teams Phone Extensibility Capability: What Does It Mean for Contact Centers?
UC & Contact Center Consolidation Is Accelerating – Here’s What’s Driving It
New Lawsuit Accuses Genesys of Recording Domestic Violence Hotline Communications Without Permission
Revolutionizing CX: Uncovering Hidden Opportunities in the Evolving Landscape
Google Debuts Its “Next-Generation” Customer Engagement Suite
Five9 Confirms Its Second Round of Layoffs in a Year, Affecting 4% of Its Workforce
The Forrester Wave for CCaaS Platforms 2025: Top Takeaways
Returnuary Is Real – and It’s a Retail Nightmare
Mitel on Its Chapter 11 Bankruptcy, Go-Forward Plans, Big Win with Zoom
Verizon Teams Up with Google to Give 28,000 Customer Support Reps a “Personal Research Assistant”
Balancing Human Expertise and AI in Customer Service
Twilio Brings Attention-Based Routing to Contact Centers
AI & Automation in CX
CX Today’s 12 Trends of Christmas: Expert Predictions for 2026
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
