Latest Cloud Contact Center News

AI & Automation in CX

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

AI & Automation in CX

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

AI & Automation in CX

Big CX News from Zoom, Salesforce, Sprinklr & IBM

AI & Automation in CX

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

AI & Automation in CX

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

AI & Automation in CX

Zendesk Declares the Chatbot Era Dead, Unveils Autonomous Service Workforce

AI & Automation in CX

6 Questions to Ask Your AI Vendor Before You Commit

AI & Automation in CX

Big CX News from Vonage, Claude, Fin (Intercom) & Cisco

Contact Center & Omnichannel​

AWS and TTEC Collaborate to Accelerate AI-Powered Contact Center Modernization

Contact Center & Omnichannel​

Cisco Cuts 4,000 Jobs – But is Webex Contact Center Safe?

AI & Automation in CX

Intercom Rebrands to Fin as AI Agent Becomes the Core Business

AI & Automation in CX

HubSpot’s Customer Agent Hits 70% Resolution Rate in 12 Months

Contact Center & Omnichannel​

NiCE’s $670M HMRC Megadeal – Is Enterprise CCaaS Now a Two-Horse Race?

Contact Center & Omnichannel​

What NiCE’s $670M HMRC Deal Really Tells Us About Enterprise CCaaS

AI & Automation in CX

The New AI Risk No One Is Talking About: Lock-In

AI & Automation in CX

Big CX News from ServiceNow, Five9, Twilio & Microsoft