Latest CCaaS News

CRM & Customer Data Management

ServiceNow on a Possible Expansion Into Marketing CRMs & Its Big Genesys Investment

Contact Center & Omnichannel​

Microsoft Steps Toward “Fully Autonomous Contact Centers” with a New-Look AI Agent

Contact Center & Omnichannel​

Lenovo’s Customer Service AI Chatbot Got Tricked Into Revealing Sensitive Information. Here’s How.

Contact Center & Omnichannel​

Can You Hear Me Clearly? Why Audio Quality Is a Compliance Risk

Contact Center & Omnichannel​

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

Contact Center & Omnichannel​

Big CX News from Microsoft, Salesforce, Cisco & NiCE

Contact Center & Omnichannel​

AWS & Google Have Left the Voice Biometrics Market, Microsoft Is Retreating: Why?

Contact Center & Omnichannel​

Cisco Confirms Two $1BN+ Megadeals, Including Webex

CRM & Customer Data Management

Microsoft to Scrap Business Discounts Across All Its Online Services, Including 365, Azure, and Dynamics 365

Contact Center & Omnichannel​

Choosing The Best AI Provider for Your Contact Center

Contact Center & Omnichannel​

NiCE Tightens Its Salesforce Integration, Opens Up to Agentforce

Workforce Engagement Management

A Verint Takeover Is Timely, But Would Have Industry-Wide Implications

Contact Center & Omnichannel​

Trust or Bust: How to Secure Contact Center AI

Contact Center & Omnichannel​

AI Maturity: The Hidden Differentiator in Modern Contact Centers 

CRM & Customer Data Management

Big CX News from Salesforce, AWS, Pegasystems, RingCentral & NiCE