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Contact Center & Omnichannel
Why Outdated WEM Practices Are Holding Back Your Contact Center
Why Omni-Data Is More Than Just the Next Contact Center Buzzword
The Latest BIG News from Salesforce, Microsoft, HubSpot & Pegasystems
Sprinklr Adds 70 CCaaS Features, Boosts Its Knowledge, Workforce, & Case Management Capabilities
Customer Analytics & Intelligence
Balancing Human & AI Contact Center Agents: Lessons from JetBlue
The Latest BIG News from Cisco, Salesforce, NICE & Genesys
Puzzel Agrees to Acquire AI Insights Specialist Capturi
Forrester Report Predicts GenAI Will “Displace 100,000” Agents
Mitel Launches GenAI-Powered Speech Analytics Platform
Big CX News from AWS, Salesforce, Zoom, Zendesk & Oracle
AWS Revamps Amazon Q in Connect, Offers More Personalized Agent Assistance
Brands Must Embrace Voice Tech or Get Left Behind, Report Says
The Forrester Wave for Customer Data Platforms 2024: Top Takeaways
SAP’s $1.5BN Acquisition of WalkMe: 3 Hot Takes
Twilio Taps OpenAI’s Realtime API, Expands Its Conversational AI Capabilities
Nuance to Stop Supporting On-Premise Contact Centers: Now What?
Meta Goes All In on Virtual Agents with Embedded Ads & Celebrity Voices
Salesforce Agrees a $430MN Deal for Zoomin, the Knowledge Unification Company
Can AI Solve Accent Bias in CX? The Ethics of Voice Tech
Sabio’s Big CX Update: AI, Customer-Centricity & The Future of Contact Centers
AI’s New Role: From Job Threat to Agent Co-Pilot
Miratech on AI Mayhem: Five Big Mistakes Companies Are Making with AI
Why Government Contact Centers Are Embracing AI – And What Comes Next
