The recent event demonstrated the company’s successful strategy in targeting industry verticals, smoothing the way for virtual agents and navigating the business challenge of CX.

The author of Project 2025’s chapter on telecom regulation is expected to be named as the FCC head next year. Here’s where he ...

As customer service teams grapple with rising workloads and the challenge of managing vast information streams, AI-powered ...

Today, Salesforce introduced the Agentforce Testing Center so customers can test and monitor AI Agents. The Testing Center is built on the Salesforce Platform and is integrated with the Salesforce ...

Microsoft Ignite kicks off with many updates to existing products, as well as new products and features for Copilot.

For AWS, as for all the CCaaS solution providers, the existing Avaya on premises installed base has provided a steady stream of new logo customers. As AWS began offering Amazon Connect to existing ...

Five9 and Cognigy launch AI Agents for contact centers; Snowflake and DataRobot launch AI Agents for enterprise use. Dialpad unveils new AI-powered Contact Center solution.

Since Mitel CX is built on Mitel’s Common Communications Framework, it integrates with Mitel’s UC solutions and can deliver a converged UC/CC experience. This extends Mitel CX capabilities to all ...

Understanding the productivity impacts of remote work was difficult as there is rarely a baseline, or regular measurement, of productivity for most knowledge workers. A single universal metric does ...

In this Q&A, Olivia Grace, Senior Director of Product Management at Slack, explains the benefits of automating the work that gets in the way of doing real work.