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Contact Center
12 of the Top 20 Customer Service BPOs Are Modifying Their Agents’ Accents
Workforce Engagement Management
Everyone Wants a Piece of the Contact Center QA Market, and That’s Not Good
Building Resilience in the Face of Customer Challenges: A CX Perspective
Top 5 Agent Tips for Supporting Vulnerable Customers
Genesys Releases an Agent Copilot, Teases a Next-Gen Virtual Agent
CX TV
Bright Pattern ‘Gets Real’ on AI and Agent Assist
The Ultimate Agent Engagement Checklist: Are You Running All These Initiatives?
Voice of the Customer
Microsoft: Copilot for Service Boosts Customer Satisfaction by 12 Percent
Conversational AI
Sprinklr Develops “Digital Twins” to Spread Conversational AI Across the Enterprise
Qualtrics Makes It “Easier Than Ever” to Personalize Customer Experiences
Alvaria Builds a Workforce Engagement Management Innovation Lab
Zendesk Announces AI Service Suite Revamp, Claims to Offer the “Most Complete Service Solution”
CRM
Salesforce Debuts Unified Conversations Service for WhatsApp
Five9 Tightens Its Telephony Integration with Zendesk, Improves Voice Data Management
Bakstage.AI Leverages IBM AI to Better Personalize Bot-Driven Customer Conversations
Intercom Launches Fin AI Copilot – Promises Efficiency Gains
