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Contact Center & Omnichannel
Talkdesk Appoints Munil Shah as CTO, Aims to Accelerate Its AI Roadmap
Five9 Tightens Its Telephony Integration with Zendesk, Improves Voice Data Management
Customer Engagement Platforms
Proactive Customer Service: Definition, Examples and Strategies
Customer Analytics & Intelligence
Bakstage.AI Leverages IBM AI to Better Personalize Bot-Driven Customer Conversations
Zoom and Avaya Have Teamed Up, and There Are Big Benefits for Both
Intercom Launches Fin AI Copilot – Promises Efficiency Gains
Gartner Warns Against Using AI to Replace Human Agents
Managing a Multi-OEM Contact Center: The Challenges & Solutions
Google Pens Landmark CCaaS Deal with Bell Canada, Brings GenAI to 10,000 Agents at Discover Financial Services
Remote, Not Distant: Enhancing Quality with Hammer Edge
AWS Lays Off Hundreds of Staff in Bid to “Streamline” the Company
CX TV
Klarna’s Bot Does the Work of 700 Full-Time Contact Center Agents. Could Yours?
Big CX News From OpenAI, Google, Salesforce, and Verint
Odigo Launches AI Orchestrator: Promises Exceptional CX Journeys
BIG CX News – Enterprise Connect 2024: The Roundup ft. Five9, Cisco, Salesforce & More
Event News
Elevate ’24: The Contact Center Tour Sweeps Across Europe
