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Contact Center & Omnichannel
OpenAI CEO Sam Altman Now Claims AI Will Take Customer Service Jobs First
Genesys and Zoom Quietly Push Customer Service and ITSM Closer Together
The Proposed US Bill to Mandate Human Customer Support: Everything That’s Wrong With It
Uncategorized
The Contentsquare-Loris Acquisition: A Closer Look
CRM & Customer Data Management
ServiceNow on a Possible Expansion Into Marketing CRMs & Its Big Genesys Investment
A Scammer Hijacks United Airlines’ Customer Support Line, Costing the Victim $17k
AWS & Google Have Left the Voice Biometrics Market, Microsoft Is Retreating: Why?
A Verint Takeover Is Timely, But Would Have Industry-Wide Implications
Customer Service Has a New Front Door, and It’s Not Your Shiny Chatbot
Salesforce Channels Is a Big Step In Converging CRM & UCaaS
Customer Analytics & Intelligence
OpenAI’s New ChatGPT agent Will Find, Communicate with, and Buy from Businesses
Salesforce Follows ServiceNow’s Lead, Pivots to Building AI Agent Ecosystems
Microsoft’s Contact Center Celebrates Its First Birthday: 3 Takes on Its Journey So Far
Customer Engagement Platforms
Global Happiness Is Down, Customer Happiness Is Up: So What?
Salesforce on Its New Agentforce Pricing Model, Rebranding Einstein One
Salesforce Debuts Agentforce 3: The Top Takeaways
