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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
270,000 Samsung Customer Support Tickets Leak onto the Internet. Here’s What Happened.
Customer Health Score: Your Early Warning System for CX Success
NICE CXone vs. Genesys Cloud: The Ultimate CCaaS Battle
AWS Shows How Far It Has Come with the Launch of the Next-Gen Amazon Connect
Content Guru Receives FedRAMP High Authorization, Becomes First Full-Stack CCaaS To Do So
Future-Ready Agents: Visual Intelligence in Contact Center Training
Agents, Supervisors, & Managers: How Is AI Impacting Key Contact Center Roles?
Let’s Talk Metrics – What Are the Top Customer Experience KPIs?
CX Transformation Simplified: Miratech’s End-to-End Approach
Sky Cuts Thousands of Contact Center Jobs to “Improve Customer Service”
The Convergence of AI, CX, and EX – A New Era for Customer Experience Professionals
How Syniverse and Adobe are Elevating Customer Engagement with Targeted SMS Messaging
Big CX News from Zendesk, Genesys, Microsoft & Accenture
Verint Secures a $27MN Megadeal, Finds Success in Hybrid Cloud Contact Centers
Meet Agent Assist: Cyber Acoustics’ “First of its Kind” Call Monitoring and Agent Training Solution
Microsoft Rebrands Its Contact Center Workspace, Stops Using the Term “Agent” for Live Reps
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
