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Contact Center & Omnichannel
Five Costly Mistakes Enterprises Make When Replacing a Legacy Contact Center Platform
Inside Intelligent Workspace: How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era
Vonage Reveals Revenue Decline, Cuts Back On Its Global Operations
Avaya Is Set to Exceed Revenue Forecasts as Its Enterprise Retention Rates Hold Firm
Eir Blasted as a “Disgrace”, After Service Staff Were Allegedly Instructed to Break Customer Complaint Laws
Zendesk Announces AI Service Suite Revamp, Claims to Offer the “Most Complete Service Solution”
Champion of Good Customer Service L.L. Bean Shrinks Its Contact Center
The Evolution of the Contact Centre: What to Expect in 2024?
CRM & Customer Data Management
Big CX News From Google, HubSpot, SAP, & Five9
New GenAI-Powered Platform Addresses 80% of Customer Problems Without a Live Agent, Claims Khoros
Talkdesk Appoints Munil Shah as CTO, Aims to Accelerate Its AI Roadmap
Salesforce Announces Public Sector Einstein 1 for Service – Bringing CX Solutions to Government
Five9 Tightens Its Telephony Integration with Zendesk, Improves Voice Data Management
Zoom and Avaya Have Teamed Up, and There Are Big Benefits for Both
Intercom Launches Fin AI Copilot – Promises Efficiency Gains
Gartner Warns Against Using AI to Replace Human Agents
Managing a Multi-OEM Contact Center: The Challenges & Solutions
A New U.S. Bill Aims to Increase Interoperability Between Communications Platforms
Moving Beyond Legacy Contact Centers to Future-Proof CX: What Enterprise Buyers Need to Know
CCW 2026: From Crisis Moments to Contained: easyJet’s Contact Center Transformation with Microsoft
AI & Automation in CX
Why Your AI Pilots Are Losing Trust
How Casio Is Transforming CX With RingCentral – One Deliberate Step at a Time
Cityside Fiber’s CX Leader on AI, Soft Skills, and Owning Your Seat at the Table
