Latest Agentic AI News

CRM & Customer Data Management

ServiceNow on a Possible Expansion Into Marketing CRMs & Its Big Genesys Investment

CRM & Customer Data Management

Salesforce Makes Changes to Its Agentforce Pricing Model (Again!)

Contact Center & Omnichannel​

Microsoft Steps Toward “Fully Autonomous Contact Centers” with a New-Look AI Agent

Customer Analytics & Intelligence

Gartner Magic Quadrant for Conversational AI Platforms 2025: The Rundown

CRM & Customer Data Management

Salesforce to Roll Up Regrello, Its Third Acquisition in Three Weeks

Contact Center & Omnichannel​

The Future of Agentic AI: What’s Next for Contact Centers

CRM & Customer Data Management

A Customer Service AI Agent Spits Out Complete Salesforce Records in an Attack by Security Researchers

Workforce Engagement Management

Legacy Contact Center Metrics Are on the Way Out. Here’s What Will Replace Them.

Customer Analytics & Intelligence

The Opus Research Conversational AI / Self-Service Intelliview 2025: Top Takeaways

Contact Center & Omnichannel​

The Hidden Downsides of Contact Center Agent-Assist Technology

Contact Center & Omnichannel​

Choosing The Best AI Provider for Your Contact Center

Contact Center & Omnichannel​

NiCE Tightens Its Salesforce Integration, Opens Up to Agentforce

CRM & Customer Data Management

Gartner Magic Quadrant for Sales Force Automation Platforms (SFA) 2025: The Rundown

Contact Center & Omnichannel​

Trust or Bust: How to Secure Contact Center AI

Customer Analytics & Intelligence

Salesforce to Snap Up Waii, Boost Data Cloud & Tableau Next

CRM & Customer Data Management

Big CX News from Salesforce, AWS, Pegasystems, RingCentral & NiCE