Latest CCaaS News

Event News

Why NiCE Thinks the Future of Customer Experience Is Orchestrated

Contact Center & Omnichannel​

Moving Beyond Legacy Contact Centers to Future-Proof CX: What Enterprise Buyers Need to Know

AI & Automation in CX

Big CX News from RingCentral, NiCE, Microsoft, Uber & Meta

Contact Center & Omnichannel​

Can RingCentral and NiCE Finally Unite UCaaS and CCaaS?

AI & Automation in CX

Big CX News from Gartner, Genesys, Sprinklr & IBM

Contact Center & Omnichannel​

Beyond the Bot: Why the Next Generation of Virtual Agents Are Built for Orchestration, Not Just Automation

Contact Center & Omnichannel​

Why Thoma Bravo Should Buy Five9

Service Management & Connectivity

Why Cancellation Friction Is Becoming a Major CX Liability

AI & Automation in CX

Zoom Brings AI Receptionist to Any Phone System – No Zoom Phone Required

Contact Center & Omnichannel​

Vonage Integration with ServiceNow Addresses the “Two-Desktop” Challenge

Contact Center & Omnichannel​

Meta Brings AI Business Agent to WhatsApp to Power 24/7 Customer Service

AI & Automation in CX

Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI

Customer Analytics & Intelligence

Beyond CSAT and AHT: The New Metric Stack for AI‑Driven CX

AI & Automation in CX

Big CX News from Salesforce, HubSpot, Genesys & Microsoft

Customer Analytics & Intelligence

Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment

Workforce Engagement Management

Managing Humans and AI in One Contact Center Was Theory. Salesforce Wants It Operational