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Contact Center & Omnichannel
Microsoft Announces a “Copilot-First” CCaaS Solution: The Dynamics 365 Contact Center
Customer Analytics & Intelligence
Talkdesk Launches New GenAI-Powered Tools – Promises an End to “Painful IVRs”
CRM & Customer Data Management
SAP Announces a Slew of Sales and Marketing AI Features, Targets Agent Empowerment
Amazon Connect Now Offers a Native Integration with Apple Messages for Business
Big CX News from AWS, NICE, & Salesforce
AWS Adds an Analytics Data Lake to Amazon Connect, Provides a Single Source for All Contact Center Data
Salesforce Discusses Its M&A Framework Following the Informatica Fallout
Workforce Engagement Management
NICE Expands Its True to Interval (TTI) Analytics Solution, Converges Contact Center WFM
Talkdesk and Cognizant Team Up on Industry-Specific Contact Center AI
The Expanded Avaya-RingCentral Partnership: A Closer Look
Redcentric Named First UK Provider of Akixi’s CX Analytics for Microsoft Teams
Vodafone Boosts Its NPS by 20% After Augmenting Its Virtual Agent with GenAI
Salesforce Boosts Service Cloud Digital Engagement with Data-Harnessing Capabilities
Afiniti Unveils New AI-Powered Avaya Integration
Big CX News from AWS, Zoom, Salesforce & SugarCRM
Customer Engagement Platforms
Hugo Boss Launches Customer Loyalty Program in Bid to Enhance Engagement – But Is It a Token Gesture?
