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Contact Center & Omnichannel
The Top 5 CCaaS Decisions Contact Center Leaders Must Make in 2025
Talkdesk Drops Two New CCaaS Products, Targets Small Businesses and Utility Companies
Customer Analytics & Intelligence
IBM Declares “the Era of AI Experimentation Is Over”, Reveals Its Agentic AI Gameplan
Smart from the Start: Why AI is the Core of the Modern Contact Center
Analysts React to Another Troubling Contact Center AI Lawsuit: “We’re Going to See More!”
Microsoft Hits 1MN+ Custom AI Agent Milestone, with 230,000+ Organizations Using Copilot Studio
eGain Secures Three Big CRM Wins, Onboards One of the World’s Largest Airlines
OpenAI Rolls Out Shopping in ChatGPT Following Rumors of a Big Shopify Partnership
Security, Privacy & Compliance
The Big Cisco-ServiceNow Partnership: A Closer Look
Salesforce Hopes to Shift Half of Its 9,000 Customer Support Agents Into New Roles
Big CX Update
AI, Expansion, and Excellence: Diabolocom’s Global Growth Story
Twilio Debuts an MCP Server to Change How Businesses Utilize AI Agents
XCally’s Bold Take on Contact Center Evolution: AI, Automation & the Future of CX
Talkdesk Debuts AI Agents for Financial Services, Follows Up the Launch of Healthcare & Retail Agents
Omnichannel All Over Again! Customer Service Teams Are Misunderstanding Agentic AI
Anticipating Customer Needs with Predictive Analytics
