Latest News

CRM & Customer Data Management

Pegasystems Unveils Its GenAI Coach, a Copilot That Refuses to Stay In Its Lane

Contact Center & Omnichannel​

Champion of Good Customer Service L.L. Bean Shrinks Its Contact Center

CRM & Customer Data Management

Salesforce Is Close to Acquiring Informatica, Reports

CRM & Customer Data Management

Salesforce Debuts Unified Conversations Service for WhatsApp

CRM & Customer Data Management

Big CX News From Google, HubSpot, SAP, & Five9

Contact Center & Omnichannel​

New GenAI-Powered Platform Addresses 80% of Customer Problems Without a Live Agent, Claims Khoros

Contact Center & Omnichannel​

Talkdesk Appoints Munil Shah as CTO, Aims to Accelerate Its AI Roadmap

CRM & Customer Data Management

Salesforce Announces Public Sector Einstein 1 for Service – Bringing CX Solutions to Government

Contact Center & Omnichannel​

Five9 Tightens Its Telephony Integration with Zendesk, Improves Voice Data Management

Customer Analytics & Intelligence

Bakstage.AI Leverages IBM AI to Better Personalize Bot-Driven Customer Conversations

Contact Center & Omnichannel​

Intercom Launches Fin AI Copilot – Promises Efficiency Gains

Contact Center & Omnichannel​

Gartner Warns Against Using AI to Replace Human Agents

Contact Center & Omnichannel​

A New U.S. Bill Aims to Increase Interoperability Between Communications Platforms

Contact Center & Omnichannel​

Google Pens Landmark CCaaS Deal with Bell Canada, Brings GenAI to 10,000 Agents at Discover Financial Services

Contact Center & Omnichannel​

Remote, Not Distant: Enhancing Quality with Hammer Edge

CRM & Customer Data Management

Staff Reps Slam SAP’s Restructure as 4,100 European Jobs Hang In the Balance