Latest Call & Contact Center Software News

Contact Center & Omnichannel​

The Real Reason Your Contact Center AI Isn’t Delivering ROI

Contact Center & Omnichannel​

The FCC Just Made Offshore Call Centers a Boardroom Problem

AI & Automation in CX

Twilio Lands Biggest Enterprise Deal Ever, Voice AI Up 60%

AI & Automation in CX

Sprinklr Wants CX Leaders to Trust AI Agents With Proof, Not Promises

Contact Center & Omnichannel​

Always On, Still Losing Revenue: The Board Slide That Links Degraded CX to Churn

AI & Automation in CX

CX Metrics In The Age Of AI: Stop Optimising For Speed

Contact Center & Omnichannel​

The FCC’s Offshore Call Center Crackdown Could Be the Shock That Fixes a Broken Industry

AI & Automation in CX

The Forrester Wave Says AI Will Run Customer Service, CX Leaders Need A New Operating Model

AI & Automation in CX

Stop Selling “Savings”: How to Pitch AI Migration to Your Board

AI & Automation in CX

Why Salesforce’s Agentforce Contact Center Won’t End the CCaaS-CRM Battle

AI & Automation in CX

ServiceNow’s CX Shift Study Exposes a Hard Truth About AI and Customer Experience

AI & Automation in CX

Salesforce Declares Slack the New Home for AI-Powered Customer Service

Contact Center & Omnichannel​

Bandwidth Backs Salesforce Agentforce Contact Center with Voice and Messaging Infrastructure

AI & Automation in CX

The Outbound Playbook That Beats Spam Filters and Boosts Conversions

AI & Automation in CX

Bird’s Earnings Signal a New CX Reality: Fewer Tools, More Automation

Contact Center & Omnichannel​

Agentforce Contact Center and the New Battle Line: Where Should CX Live?