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Contact Center
The Avaya Layoffs Spread, Leaving Some Regions Thread Bare
Microsoft Beckons the Self-Learning Contact Center with Its Upcoming AI Agents
CRM
Salesforce Bids Farewell to Einstein Copilot, Now It’s Just Another Agent
Contact Center AI Is Triggering Customers. Here’s How to Course Correct
HCLTech Takes Over Nuance Enterprise Professional Services, Creates a Nuance Migration Factory
SAP & Microsoft Preview the Integration Between Joule and Copilot
Loyalty Management
10 CPaaS Providers to Watch Out for in 2025
HubSpot Founder’s Agentic AI Platform Surges Past 250,0000 Users
Agentforce Goes Industry-Specific as Salesforce Releases an Agent Skills Library for Retailers
Talkdesk Launches AI Agents for Retail, Goes All In on Agentic AI
SAP Announces a New Loyalty Management Solution & AI Shopping Assistant
“The Future Is Here”: AWS Previews the Salesforce Contact Center with Amazon Connect
Microsoft Teams Introduces a Live Chat Widget for Customer Service
Voice of the Customer
Medallia Snags Former Qualtrics Exec Mark Bishof as CEO
Conversational AI
NVIDIA at CES 2025: 5 Massive AI Agent Announcements
Raw and Unfiltered: 8 Reddit Communities Where CX Professionals Keep It Real in 2025
