Latest Explain News

CRM & Customer Data Management

ServiceNow’s Internal AI Agents Generate $350M in Added Value, Spark Debate on Future of Jobs

CRM & Customer Data Management

Zendesk Acquires HyperArc: A Triple Win for Analytics, AI Agents, and Pricing

Contact Center & Omnichannel​

Microsoft Boosts Contact Center Reliability with a New Desktop App

Contact Center & Omnichannel​

AI That Supports, Not Replaces: Rethinking Agent Assistance

CRM & Customer Data Management

Salesforce Finally Gets Unified Contact Center Routing Right, Thanks to AWS

Event News

The CX Awards 2025 Winners Announcement

Contact Center & Omnichannel​

Almost Half of Customer Service Tech Deployments Miss the Mark, Finds Gartner

CRM & Customer Data Management

Microsoft Dynamics 365: An Overview of All the Apps

Contact Center & Omnichannel​

What Should You Look for in a Contact Center Virtual Agent?

Contact Center & Omnichannel​

93% of Contact Center Leaders Are Reevaluating the Agent Role

Contact Center & Omnichannel​

Sanas Files a Lawsuit Against Krisp, Claims “Theft of Intellectual Property”

Contact Center & Omnichannel​

Contact Center AI Assistants Are Introducing New Inefficiencies & Burdens, Finds Study

Contact Center & Omnichannel​

What ‘See the Solution’ Means: Why Visual Interactions Are the Missing Link in Agentic AI

Contact Center & Omnichannel​

Gartner Exposes the Pressure on Customer Service Leaders to Deploy “Limitless Automation”

Contact Center & Omnichannel​

Big CX News from Cisco, Microsoft, Salesforce, & Verint

Contact Center & Omnichannel​

Leading Contact Center Providers Called Out for Withholding Data from Rival AI Solutions