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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
Accenture Claims “Customer Service Is on the Brink”
Genesys Introduces Its Biggest-Ever CCaaS Bundle, Emphasizes “Exceptional Value”
“$130MN Per Quarter In Interest Rates Alone”: Analyzing Mitel’s Plunge Into Bankruptcy
How XCALLY Is Making AI Work in the Real World of CX
Big CX News from AWS, Microsoft, ServiceNow, NVIDIA, & NICE
Your First Steps with Agentic AI in Customer Service
NICE Enlighten AI: Features, Benefits, & Pricing
Verizon Is Using AI Agents to Improve Customer Experiences. Here’s How
6 Emerging AI Threats to Contact Centers (and How to Combat Them)
Kore.ai Announces a ‘Three Pronged’ Agent Platform, Unifies Its Agentic AI Portfolio
How Krisp’s AI Live Interpreter is a Win-Win for Contact Center Agents and Customers
Genesys Brings New AI Solutions to Contact Center Supervisors
Microsoft Pulls Teams Phone Into Its Dynamics 365 Contact Center
AWS Launches the Next Generation of Amazon Connect, Drops Another Solution with Salesforce
Zoom’s AI Companion Becomes “Truly Agentic” with Major AI Release
Cisco Announces a Slew of AI Innovations for Its Webex Contact Center
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
