Latest CCaaS News

Contact Center & Omnichannel​

ServiceNow Hasn’t Cut Its Customer Service Headcount, Despite Deflecting 75% of Cases

Contact Center & Omnichannel​

Sabio’s Big CX Update: AI, Customer-Centricity & The Future of Contact Centers

Contact Center & Omnichannel​

Content Guru on Its Cloud Contact Center Differentiators, Wins, & Vision (Big Update)

Contact Center & Omnichannel​

Big CX News from Verint, Accenture, Google & Avaya

Contact Center & Omnichannel​

Trust, Insights & Transformation: The Role of QA Data in Human-Centric Customer Experience

Contact Center & Omnichannel​

Avaya Offers All Its Staff Voluntary Exit Packages, Sources

Contact Center & Omnichannel​

Are We Entering a New, AI-Powered Contact Center Era?

Contact Center & Omnichannel​

Google Is Building AI Mode Agents to Automate Customer Support Tasks

Contact Center & Omnichannel​

The Contact Center of Tomorrow Starts With Data

Workforce Engagement Management

Verint Confirms $2BN Takeover by Thoma Bravo, Set to Merge with Calabrio

Contact Center & Omnichannel​

Zoom Is Winning Contact Center Market Share Because Others Are Failing

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

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