Latest Agent Assist News

Customer Analytics & Intelligence

Big CX News from Salesforce, HubSpot, Twilio & Shopify

Contact Center & Omnichannel​

The Forrester Wave for CCaaS Platforms 2025: Top Takeaways

Contact Center & Omnichannel​

Verizon Teams Up with Google to Give 28,000 Customer Support Reps a “Personal Research Assistant”

CRM & Customer Data Management

The Ultimate ServiceNow Career Guide for 2025: Jobs, Salaries, & Certifications

CRM & Customer Data Management

Salesforce Drops Another Version of Agentforce, This Time Targeting Field Service

Customer Engagement Platforms

Amazon Redefines How Customers Shop with Its New “Buy for Me” Feature & Alexa Plus

Contact Center & Omnichannel​

Balancing Human Expertise and AI in Customer Service

Workforce Engagement Management

Shopify CEO Directs His Team: Hire an AI Before You Hire a Human

Contact Center & Omnichannel​

Scorebuddy CEO on Securing Investment and the Role of AI in the QA and QM Space

Contact Center & Omnichannel​

Zendesk Frames Its New CCaaS Solution as “Un-CCaaS”: Why?

CRM & Customer Data Management

Salesforce Is “Hiring Aggressively” In Some Areas, But Letting Customer Support Agents Go

Contact Center & Omnichannel​

What’s the Cost of Not Investing in Customer Service AI and Automation?

CRM & Customer Data Management

Big CX News from ServiceNow, Genesys, Salesforce, Twilio & Zendesk

Contact Center & Omnichannel​

What Will My Contact Center Look Like in 5 Years?

CRM & Customer Data Management

Zendesk Outlines Its Unique Pricing Strategy for AI Agents

Contact Center & Omnichannel​

The Retail Contact Center: 4 Trends for 2025