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Contact Center & Omnichannel
Why Omnichannel Is Failing – and How CCaaS 3.0 Fixes It
The Most Valuable AI in the Contact Center Is a Copilot, Not a Replacement
Why Omni-Data Is More Than Just the Next Contact Center Buzzword
CRM & Customer Data Management
Zendesk to Shutter Zendesk Sell, Go All-In on Customer Service
The Latest BIG News from Salesforce, Genesys, ServiceNow, & RingCentral
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2025: The Rundown
ServiceNow Debuts Agentic Playbooks to “Set a New Standard” for Workflow Automation
RingCentral Acquires CommunityWFM, Boosts Its Contact Center Platform
Content Guru on Its Cloud Contact Center Differentiators, Wins, & Vision (Big Update)
Customer Analytics & Intelligence
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2025: The Rundown
Gartner Drops the Term “CXaaS” After Industry Pushback
Big CX News from Cisco, Microsoft, Salesforce, & Verint
CX TV
NiCE Secures a Big CCaaS Win with TalkTalk, Enjoys a Spike in Sovereign Cloud Deployments
Microsoft’s Contact Center Celebrates Its First Birthday: 3 Takes on Its Journey So Far
Cisco Reaffirms Its Support for On-Premise Customers, in the Contact Center & Beyond
The Latest BIG News from Salesforce, OpenAI, NICE, & Five9
