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Contact Center & Omnichannel
Big CX News from Microsoft, Salesforce, Lenovo & Zoom
CRM & Customer Data Management
ServiceNow on a Possible Expansion Into Marketing CRMs & Its Big Genesys Investment
Microsoft Steps Toward “Fully Autonomous Contact Centers” with a New-Look AI Agent
Lenovo’s Customer Service AI Chatbot Got Tricked Into Revealing Sensitive Information. Here’s How.
Can You Hear Me Clearly? Why Audio Quality Is a Compliance Risk
AI’s New Role: From Job Threat to Agent Co-Pilot
Customer Analytics & Intelligence
Zoom Expands the Scope of AI in Customer Service with a New Virtual Agent Use Case
Big CX News from Microsoft, Salesforce, Cisco & NiCE
AWS & Google Have Left the Voice Biometrics Market, Microsoft Is Retreating: Why?
Cisco Confirms Two $1BN+ Megadeals, Including Webex
Microsoft to Scrap Business Discounts Across All Its Online Services, Including 365, Azure, and Dynamics 365
Choosing The Best AI Provider for Your Contact Center
NiCE Tightens Its Salesforce Integration, Opens Up to Agentforce
A Verint Takeover Is Timely, But Would Have Industry-Wide Implications
Trust or Bust: How to Secure Contact Center AI
AI Maturity: The Hidden Differentiator in Modern Contact Centers
