Latest CCaaS News

Contact Center & Omnichannel​

Inside PenFed’s Salesforce Agentforce Deployment: $1.6M Saved And Faster Calls

AI & Automation in CX

Salesforce’s AI Agents Are Now Outworking Its Human Support Teams

AI & Automation in CX

Fujitsu and Anthropic Put Human-in-the-Loop CX on Notice

AI & Automation in CX

Keep Your Contact Center AI Stack Flexible Without Vendor Lock In

AI & Automation in CX

Zoom Is Turning CX Into A Revenue Engine, Should Legacy CCaaS Be Worried

AI & Automation in CX

Big CX News from Zendesk, Qualtrics, 8×8 & Sprinklr

AI & Automation in CX

Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE

Contact Center & Omnichannel​

Detect, Decide, Route: A Practical Blueprint for Dual-Lane CX

AI & Automation in CX

Is AI Breaking Down the Walls Between CC and UC? 8×8 Thinks So

Contact Center & Omnichannel​

Empathy for Humans, APIs for AI: Why One CX Model No Longer Works

AI & Automation in CX

The AI Fix for Disappearing Customer Journeys

AI & Automation in CX

Achieving AI ROI: From GenAI Experiments to Agentic Impact

Customer Engagement & Journey Orchestration

When Customer Journeys Go Dark: AI Orchestration and the Fight for Visibility 

Event News

Customer Contact Week Vegas 2026: Less Hype, More Operating Discipline

AI & Automation in CX

Twilio SIGNAL 2026: Where AI CX Gets Held Accountable

Contact Center & Omnichannel​

The FCC Just Made Offshore Call Centers a Boardroom Problem