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Contact Center
Should I Let AI Run My Outbound Contact Center Strategy?
Four Key Considerations for Contact Centers in 2025
CRM
The Latest BIG News from Salesforce, Zoom, Oracle, Snapchat & Microsoft
IDC Names Five9 a European CCaaS Leader as Market is Set for $3.7BN Boom
Microsoft Expands AI Customer Service Strategy with L&G Contact Center Deal
Why Outdated WEM Practices Are Holding Back Your Contact Center
Sprinklr Takes on CCaaS Giants with a Broader Platform Strategy
Cisco Introduces the Webex Contact Center for Salesforce
AI
Microsoft Outlines Its Vision for Customer Service in the AI Agent-Led Enterprise
Why Omnichannel Is Failing – and How CCaaS 3.0 Fixes It
Zoom Announces 15,000-Seat CCaaS Megadeal with Oracle, Advances Broader Partnership
Vonage Launches Fraud Detection Tool for Salesforce Amid Spike of Attacks
The Most Valuable AI in the Contact Center Is a Copilot, Not a Replacement
77% of Customer Support Leaders Feel Pressure from Execs to Deploy AI, Finds Gartner
Dialpad Launches an Agentic AI Platform, Calling It a ‘World First’ for Customer Service
Avaya Lays Off 30% of Staff at Key India Hub, Reports
Event News
Inside WebexOne 2025: Cisco’s Big CX and AI Announcements Explained
Customers Shouldn’t Have to Fight for Help. Here’s a Better Approach
Connected Intelligence and the End of the Drudge Work, Says Nate Brown
Why the Future of AI in CX Depends on Leaders Who Can Say ‘No’
No More Boxes: Webex’s Open Approach to Customer Experience Integration
Smarter Conversations, Healthier Outcomes: Valeris’ Webex Contact Center Story
Deflection Is NOT a Contact Center AI Strategy. This Is
