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Contact Center & Omnichannel
Are We Entering a New, AI-Powered Contact Center Era?
Google Is Building AI Mode Agents to Automate Customer Support Tasks
The Contact Center of Tomorrow Starts With Data
Workforce Engagement Management
Verint Confirms $2BN Takeover by Thoma Bravo, Set to Merge with Calabrio
Zoom Is Winning Contact Center Market Share Because Others Are Failing
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
