Contact center AI fails not because the models lack capability, but because most organizations treat AI as a separate layer sitting atop fragmented systems. Rodney Hassard's analysis exposes a critica...
Most contact centers have deployed AI agents without establishing governance frameworks to measure their performance against human agents. The CARES framework—Compliance, Accuracy, Resolution, Effort,...
Thryv says AI is redefining women’s tech leadership ecommercenews.com.au
What Can AI & Automation Really Do for Your Contact Center in 2026? CX Today
Freshworks Celebrates 90% Freshdesk Omni Migration With Autonomous Support Expansion CX Today
See the What's New section for an overview of last month's releases.This week's release notes include: AI Agents Knowledge Contact Center Voice Zendesk QA Apps and integrations Products with no update...
Agentic AI is fundamentally reframing customer service from a reactive, incident-driven function to a proactive, outcome-focused capability embedded across the enterprise. The shift moves beyond tradi...
Contact Center Trends for 2026: CCaaS, AI, and the Shift From Legacy to Cloud CX Today
Why Salesforce Agentforce Contact Center Just Changed the Automation Scorecard CX Today
I cannot provide an analytical assessment of this story. The source material provided is corrupted or encoded and contains no readable text—only garbled characters and binary data. Without access to t...
‘AI amnesia’ tests Filipino trust in brands The Manila Times
Virgin Media O2's deployment of an AI voice agent on selected inbound calls represents a calculated bet on narrow automation rather than full-scale replacement. By limiting rollout to specific call ty...
Zendesk's intervention in the AI investment conversation addresses a structural problem that has plagued CX leaders since generative AI entered the enterprise: the inability to translate customer expe...
Contact Center Use Cases by Industry and Role: Where AI Helps — and Where Humans Still Matter CX Today
SOC 2 compliance frameworks are built on four foundational assumptions that no longer hold in environments where AI agents operate autonomously: that accounts require human approval before creation, t...
Neutrinos has secured recognition as a Major Player in IDC's 2026 insurance CX platforms assessment, positioning itself within a market undergoing fundamental transformation. The vendor's IDC placemen...
Google's Gemini 3.8 Live with Live Avatar couples speech-to-speech generation with real-time video synthesis to create conversational AI agents with synchronized facial expressions and lip movement, a...
Agentic AI has fundamentally reoriented how contact center platforms approach automation, shifting from simple task execution to context-aware orchestration that operates across organizational workflo...
AI agents operating within customer experience platforms introduce a fundamental shift in incident response that traditional containment strategies cannot address. When an OpenAI-Hugging Face incident...
AI-powered customer service tools are generating numbers that sound plausible but fail basic accuracy tests, creating material liability for businesses that treat LLM outputs as settled facts. The cor...
Girish Mathrubootham's exit from Zoho to found Freshworks represents a pivotal moment in how founder-led insight translates into category creation within enterprise software. The origin story—spotting...
Consumer adoption of AI agents to navigate interactions with enterprise AI agents represents a fundamental inversion of the customer service paradigm that CX teams have spent the last five years build...
The Top Contact Center Events for 2025 (Updated!) CX Today
Typewise Nova enters a crowded automation landscape by positioning itself as a workflow orchestration layer for customer support operations. The platform targets the operational friction that persists...