Latest Agent Assist News

Workforce Engagement Management

The Ultimate Agent Engagement Checklist: Are You Running All These Initiatives?

AI & Automation in CX

Microsoft: Copilot for Service Boosts Customer Satisfaction by 12 Percent

Customer Analytics & Intelligence

Sprinklr Develops “Digital Twins” to Spread Conversational AI Across the Enterprise

Customer Engagement Platforms

Qualtrics Makes It “Easier Than Ever” to Personalize Customer Experiences

Workforce Engagement Management

Alvaria Builds a Workforce Engagement Management Innovation Lab

Contact Center & Omnichannel​

Zendesk Announces AI Service Suite Revamp, Claims to Offer the “Most Complete Service Solution”

CRM & Customer Data Management

Salesforce Debuts Unified Conversations Service for WhatsApp

Contact Center & Omnichannel​

Five9 Tightens Its Telephony Integration with Zendesk, Improves Voice Data Management

Customer Analytics & Intelligence

Bakstage.AI Leverages IBM AI to Better Personalize Bot-Driven Customer Conversations

Contact Center & Omnichannel​

Intercom Launches Fin AI Copilot – Promises Efficiency Gains

Contact Center & Omnichannel​

NICE Unleashes Enlighten Copilot 2.0, with Several New Capabilities

Contact Center & Omnichannel​

Talkdesk Announces an “Industry-First” GenAI Suite for On-Premise Contact Centers

Contact Center & Omnichannel​

Conversational Intelligence: 5 Use Cases to Enhance Contact Center Performance

Customer Analytics & Intelligence

Zendesk to Acquire Service Automation Provider Ultimate

Contact Center & Omnichannel​

Bright Pattern, Arthur Lawrence to ‘Transform the Customer Experience’

CRM & Customer Data Management

Salesforce Launches Einstein Copilot – Promising Unheralded Data Integration