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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
Vonage Boosts Voice Platform with AI-Powered SIP Capabilities
Rumors Circulate Over a NICE Takeover of Playvox
Japanese Bank SMBC Trialing Customer Service Digital Avatars in Contact Centers
UK Teenager Accused of Hacking Twilio, LastPass, & Mailchimp Arrested
Agent Assist: Use Cases, Benefits, & Providers
Big CX News – The Latest on the Google-HubSpot Fallout, Patagonia’s Call Center AI Lawsuit, & More
AWS Accelerates Post-Contact Summaries in Amazon Connect, Uplevels Its Omnichannel Proposition
How Proactive Engagement Can Lead to Contactless Resolution
“The Tip of the Iceberg”: Analysts React to the Contact Center AI Lawsuit Against Patagonia
Sinister or Revolutionary? A Japanese Supermarket Chain Is Using AI to Monitor Staff Smiles
Five9 Onboards Einstein AI, Achieves Landmark Salesforce Partner Status
Windows BSOD Issue Knocks Out Call Centers Worldwide
The Ability to Maintain Composure: Mastering the Art of Consistent CX
Big CX News from Google, HubSpot, Salesforce, & Kore.ai
Incoming Avaya CEO on Its Vision, “Secret Sauce”, & Microsoft’s CCaaS Entrance
RingCentral & Vodafone Combine to Launch Extended Business CCaaS Offering
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
