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Contact Center & Omnichannel
Big CX News from Zendesk, Genesys, Microsoft & Accenture
Is NICE WFM Still the Gold Standard?
Zendesk Debuts a New CCaaS Platform, Wants to “Redefine” the Contact Center Landscape
CRM & Customer Data Management
Salesforce and Deloitte Strengthen Their Partnership to Apply AI Agents to “Every” Enterprise Process
What Is Contact Center Call Monitoring, & How Does It Work?
How Krisp’s AI Live Interpreter is a Win-Win for Contact Center Agents and Customers
AWS Launches the Next Generation of Amazon Connect, Drops Another Solution with Salesforce
LLMs v Agentic AI: ComputerTalk on Why LLMs Are Here to Stay
Sprinklr Initiates “Project Bear Hug” to Prioritize Enterprise Customers, Opens Up on Its Layoffs
Google Refreshes Its Customer Engagement Suite, Adds a Console to Build AI Agents for Self-Service
Mitel Set to File for Bankruptcy, Reports
Klarna CEO “Tremendously Embarrassed” by Salesforce Fallout, Explains What Really Happened
RingCentral’s 2025 Analyst Summit: 5 Big Takeaways
ServiceNow Goes Big on Industry-Specific Innovation with New AI Agents & Quality 360 Acquisition
Zendesk Takes on the CCaaS Giants – Inside Its Acquisition of Local Measure
Bigger Isn’t Always Better: Why Smaller AI Models Are Outperforming LLMs in Contact Center Hiring
