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Contact Center & Omnichannel
The Future of Agentic AI: What’s Next for Contact Centers
CRM & Customer Data Management
No More “Ifs”: Why AI Is Now a Non-Negotiable for Government Customer Service
A Customer Service AI Agent Spits Out Complete Salesforce Records in an Attack by Security Researchers
What Is Pulse 360? An Introduction to the Cyara CX Assurance Engine
A Scammer Hijacks United Airlines’ Customer Support Line, Costing the Victim $17k
Customer Analytics & Intelligence
Zoom Expands the Scope of AI in Customer Service with a New Virtual Agent Use Case
Workforce Engagement Management
Legacy Contact Center Metrics Are on the Way Out. Here’s What Will Replace Them.
Big CX News from Microsoft, Salesforce, Cisco & NiCE
AWS & Google Have Left the Voice Biometrics Market, Microsoft Is Retreating: Why?
Cisco Confirms Two $1BN+ Megadeals, Including Webex
The Opus Research Conversational AI / Self-Service Intelliview 2025: Top Takeaways
The Hidden Downsides of Contact Center Agent-Assist Technology
Voiso Wants to Make AI Less Theoretical and More Useful
How Workforce and Conversation Intelligence Drive Successful AI Adoption with Calabrio ONE
Microsoft to Scrap Business Discounts Across All Its Online Services, Including 365, Azure, and Dynamics 365
Choosing The Best AI Provider for Your Contact Center
