Latest Explain News

Contact Center & Omnichannel​

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

Contact Center & Omnichannel​

5 Pitfalls to Avoid when Picking your CCaaS Provider

CRM & Customer Data Management

SAP Unveils a New Point of Sale Solution, Connects the CX Ecosystem

Contact Center & Omnichannel​

The Role of Audio Hardware in Reducing Contact Center Agent Burnout

Contact Center & Omnichannel​

“Significant” Amount of Customer Data Stolen in Qantas Contact Center Breach

Contact Center & Omnichannel​

Microsoft’s Contact Center Celebrates Its First Birthday: 3 Takes on Its Journey So Far

CRM & Customer Data Management

What Is ServiceNow University? An Introductory Guide

CRM & Customer Data Management

Elon Musk Questions the Name ‘Salesforce’; Benioff Responds with an Impromptu ‘Agentforce’ Rebrand Idea

Customer Analytics & Intelligence

Meet Your New Teammates: How AI Agents are Blending into the Hybrid Workforce

Contact Center & Omnichannel​

Generative AI in the Contact Center: What’s New in 2025?

CRM & Customer Data Management

Salesforce on Its New Agentforce Pricing Model, Rebranding Einstein One

Contact Center & Omnichannel​

Big CX News from Salesforce, Genesys, OpenAI, & Mitel

Customer Analytics & Intelligence

The Next Generation Virtual Agent: An Inside Look

Contact Center & Omnichannel​

“Customer Service Is the New Marketing”: Reimagining the Golden Concept

Customer Analytics & Intelligence

Is NPS Really BS? Another Study Suggests So

Customer Analytics & Intelligence

Gartner Magic Quadrant for Analytics and Business Intelligence (ABI) Platforms 2025: The Rundown