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Conversational AI
The Forrester Wave: Conversational AI For Customer Service 2024 – Top Takeaways
Contact Center
NICE Claims to Have the CCaaS Industry’s “Highest” Win Rate
CRM
Analyzing the Salesforce-Informatica Acquisition That Never Was
AWS and Korean Air Team Up to Build an “AI Contact Center”
Coveo Debuts GenAI Tools on Genesys Cloud and AppFoundry
Big CX News from NICE,Genesys, Avaya & Vonage
Workforce Engagement Management
Why Aren’t Employers Taking Customer Service Agents’ Mental Health Seriously?
CCaaS & CRM: What Should You Expect from Your Integration?
AI Training AI: Welcome to the Intelligent Contact Center
Salesforce Promises GenAI and Connected Data Capabilities in Summer 2024 Release
Avaya Adds “Significant” Enhancements to its Experience Platform – Staking its Claim for the Enterprise CX Throne
CX TV
Bright Pattern ‘Gets Real’ on AI and Agent Assist
Genesys Adds New Native Journey Management Capabilities to Its CCaaS Platform
Vonage Leverages Salesforce Einstein to Boost its Service Cloud Voice Solution
‘We’ve Got a Massive Opportunity for Innovation and Scale’ – Avaya CTO
IBM and SAP Team Up to Launch Fresh GenAI and Cloud Capabilities
