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Contact Center
Genesys Introduces an AI Studio, Presents a “Grown-Up Path” to Agentic AI
Conversational AI
The Next Generation Virtual Agent: An Inside Look
“Customer Service Is the New Marketing”: Reimagining the Golden Concept
OpenAI Gives Businesses the Tools to Build Their Own Contact Center AI Agents
The New Zoom Virtual Agent Is Here, and Now It’s Agentic
Not ‘One and Done’: CX Needs Flexible, Future-Proof AI
5 New Customer Expectations for 2025 (and How to Outpace Them!)
First-of-Its-Kind Insurance Targets Costly AI Hallucinations in Customer Service and Beyond
Zendesk CEO: AI Is Already Hallucinating Less Than Humans Are Making Mistakes
A Contact Center Chatbot Invents Company Policies, Now Customers Want Out
CRM
HubSpot Brings AI Agents to SMBs
The Impact of Third-Party Support and AI on Customer Comms
Sky Cuts Thousands of Contact Center Jobs to “Improve Customer Service”
How Syniverse and Adobe are Elevating Customer Engagement with Targeted SMS Messaging
Verint Secures a $27MN Megadeal, Finds Success in Hybrid Cloud Contact Centers
Microsoft Rebrands Its Contact Center Workspace, Stops Using the Term “Agent” for Live Reps
