Latest News

Contact Center & Omnichannel​

Big CX News from Zoho, Google, Cisco, & Salesforce

AI & Automation in CX

AI Agents Will Transform Voice of the Customer (VoC) Programs. Here’s How.

Contact Center & Omnichannel​

CallTower Expands Global Communications with Inoria Partnership

Contact Center & Omnichannel​

Teleperformance Contact Center Staff In Revolt: “We’re Not Allowed to Use the Bathroom!”

Contact Center & Omnichannel​

Microsoft Sees “Rapid Growth” in CCaaS, Credits Its Reputation for GenAI Innovation

Contact Center & Omnichannel​

Five9 Unveils Its New Brand Identity, Ushers the Future of AI-Human Collaboration

CRM & Customer Data Management

Zoho Previews AI Agents, Teases Low Pricing, & Shares More on Its CEO Transition

CRM & Customer Data Management

Salesforce Quietly Cuts 1,000 Jobs Amid Hiring Push, Sources Say

Workforce Engagement Management

Capacity Acquires YouCanBookMe, Expands Its Scheduling Automation Capabilities

Contact Center & Omnichannel​

Smarsh Acquires CallCabinet to “Transform” AI-Powered Voice Compliance in Customer Experience

Contact Center & Omnichannel​

Google Launches an AI Agent That Will Call Customer Service for You

Contact Center & Omnichannel​

Five9 Strikes Major Partnerships with CallTower & Intradiem

Customer Analytics & Intelligence

Cisco Researchers Shred DeepSeek, Blast Its “Safety and Security”

CRM & Customer Data Management

HubSpot’s Prospective AI Agent Platform Races Past 500,000 Users

CRM & Customer Data Management

What’s Next for Salesforce Service Cloud? 6 Key Features from the Spring ‘25 Release

Contact Center & Omnichannel​

Only 5% of Leaders ‘Love’ Their Current Contact Center Technology