Latest AI Agent News

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.

CRM & Customer Data Management

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

Customer Analytics & Intelligence

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

Customer Analytics & Intelligence

Apple Releases a Customer Support Agent, But Should Have Much Greater Ambitions

CRM & Customer Data Management

The Big $1.5BN ServiceNow and Salesforce Investment in Genesys: 3 Hot Takes

Customer Analytics & Intelligence

AI Hallucinations Are a Roadblock. Here’s How PolyAI Is Helping Enterprises Push Past Them

Contact Center & Omnichannel​

Who’s Watching the AI? Scorebuddy Brings Oversight to Agentic Automation

CRM & Customer Data Management

Salesforce to Acquire Bluebirds, Continues to ‘Agentify’ the Enterprise

Contact Center & Omnichannel​

Why Is NiCE Spending Almost $1BN on Cognigy? A Deep Dive

Contact Center & Omnichannel​

Your Next Customers Will Be AI. Are You Ready?

Contact Center & Omnichannel​

Verizon Vows to Set “a New Standard” for Customer Service, Sets Out Its Plan

Contact Center & Omnichannel​

NiCE to Acquire Cognigy for $995MN, Wants to “Set a New Standard” for AI in Customer Experience

CRM & Customer Data Management

Zendesk Gives Its Resolution Platform a Major Makeover, Rolls Out 30+ New Capabilities

CRM & Customer Data Management

ServiceNow Dismisses Concerns Over Its Moveworks Acquisition, Fires a Warning to the CRM Industry

CRM & Customer Data Management

Is Salesforce the CRM Villain of 2025?