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Contact Center & Omnichannel
“Unofficial” Third-Party GenAI Tools Will Solve 40% of all Customer Service Issues by 2027, Gartner Predicts
Microsoft Announces Multilingual Contact Center Voice Agents
44% of Service Leaders Explored a Customer-Facing GenAI Voicebot in 2024
Genesys Reaches $1.8BN in Annual Recurring CCaaS Revenues
Big CX News from Salesforce, HubSpot, Microsoft & Five9
30% of Fortune 500 Will Embrace Single-Channel Customer Service by 2028, Gartner Predicts
CRM & Customer Data Management
Salesforce Expands Service Cloud with Employee Service
EE Deploys Sprinklr for CCaaS & More, Automates 60,000 Customer Conversations a Week
Klarna Didn’t Replace Salesforce & Workday with AI; It Replaced Them with Alternative SaaS Apps
Five9 Introduces an ‘Industry-First’ Feature for Its Contact Center Integration with Microsoft Teams
Loop Acquires Wonderment, Brings Two Close Shopify Partners Together
Five9 Adds to Its Board, Appeases Investor That Reportedly Wants It to Sell Up
Afiniti to Exit Bankruptcy, Vows to Expand Its Portfolio
Customer Analytics & Intelligence
Microsoft Scraps Viva Goals, Gives Customers a Year to Move Off the App
Meet SequenceShift, the Unsung Hero Helping Amazon Connect Users Protect Their Customer Data
As Supply Outweighs Demand, What’s Next for the Contact Center Tech Industry?
