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Contact Center
The Avaya Layoffs Spread, Leaving Some Regions Thread Bare
Microsoft Beckons the Self-Learning Contact Center with Its Upcoming AI Agents
CRM
Salesforce Bids Farewell to Einstein Copilot, Now It’s Just Another Agent
Will Google Make Its Big Contact Center Move in 2025?
Conversational AI
20 Excellent Use Cases for a Contact Center Virtual Assistant
Contact Center AI Is Triggering Customers. Here’s How to Course Correct
5 Agentforce Case Studies, and What We Learned from Them
Customer Data Platform
What Is Microsoft Copilot Studio, and How Can I Create a Custom Agent?
HCLTech Takes Over Nuance Enterprise Professional Services, Creates a Nuance Migration Factory
SAP & Microsoft Preview the Integration Between Joule and Copilot
Loyalty Management
10 CPaaS Providers to Watch Out for in 2025
HubSpot Founder’s Agentic AI Platform Surges Past 250,0000 Users
Agentforce Goes Industry-Specific as Salesforce Releases an Agent Skills Library for Retailers
AI in Customer Experience: 3 Insights from Our Latest Report
What to Consider when Choosing an On-Prem or Private Cloud Solution
Talkdesk Launches AI Agents for Retail, Goes All In on Agentic AI
