Contact centers deploying AI agents are systematically neglecting the foundational data work required to make those deployments sustainable. The core problem is straightforward: organisations are raci...
Voice AI pilots routinely deliver impressive demonstrations, yet the transition to production reveals a persistent gap between promise and performance. AudioCodes' Ilan Avner articulates the core prob...
CX will be defined by how organisations use AI to improve outcomes Comms Business
Zendesk's unified voice and digital platform is forcing a reckoning across the contact center industry, exposing the operational fragmentation that has plagued modernization efforts for years. Voice i...
Consumer frustration with AI-powered customer service has reached a critical inflection point. A Parloa-commissioned Consumer Patience Index poll of 1,001 US adults reveals that 53 percent actively at...
Salesforce is releasing Agentforce Help Agent, a productized customer service AI built on dual training from Salesforce's own help site (which has handled 4.5 million conversations since October 2024 ...
Salesforce has launched Help Agent, a prebuilt AI service agent designed to accelerate deployment timelines for customer service teams. Built atop Agentforce, the offering abstracts away technical com...
CallMiner's Real-Time AI Guidance addresses what has long been the contact center's most visible failure point: the moment an agent lacks immediate knowledge and must either transfer the customer or p...
The industry's AI narrative has fundamentally misaligned with operational reality. Across CCW 2026, a stark disconnect emerged between vendor positioning and what CX leaders actually need: whilst 89% ...
eGain's integration of AI agents into Zoom Contact Center represents a tactical move in the broader consolidation of conversational AI into existing contact center platforms, yet the announcement arri...
eGain has extended its AI knowledge connector portfolio to Zoom Contact Center, embedding real-time answer surfacing and transaction execution directly into Zoom's platform. The integration draws from...
Sendbird's partnership with GS Neotek signals a deliberate push to embed AI agents deeper into customer service workflows, moving beyond the conversational chatbot phase into autonomous problem-solvin...
Compliance and customer experience operate under fundamentally misaligned incentives across most organizations, creating a systematic bias toward friction that erodes the relationships businesses depe...
8x8 has introduced AI Routing capabilities designed to distribute customer service interactions more intelligently across its platform, marking another incremental step in the broader industry shift t...
Zendesk's market momentum reflects a broader industry recognition that contact centers can no longer operate with fragmented channel architectures. Voice remains stubbornly persistent as a customer pr...
PLDT Home adopts Amdocs' Store Genie AI customer services platform Telecompaper
Chaty.ai raises $1.15m to automate customer service for tours, experiences and attractions Travolution
RingCentral’s AIR Pro Bet: Can Agentic AI Redefine the Contact Center Stack? The Futurum Group
Floward deployed Infobip AgentOS to manage a 13-fold spike in customer service demand, demonstrating how AI-native contact centre platforms can absorb seasonal or event-driven volume without proportio...
The 2026 evaluation guide establishes six AI capabilities as the efficiency baseline for contact center platforms: real-time agent assist (27% AHT reduction), after-call work automation (35% ACW reduc...
Contact centres are experiencing a fundamental repositioning from cost centres into strategic revenue drivers, driven by dual pressures: executives demanding AI-driven efficiency gains and customers e...
Globe Business launches Gemini Enterprise for Customer Experience to help firms turn service into growth marketech apac
Contact Centres are Racing to End Silos as Voice Volumes Climb contact-centres.com
Content Guru Brings AI-Powered CX to the Next Contact Center Summit 2026 contact-centres.com