Gartner’s 2025 CCaaS Magic Quadrant reveals an important truth, beyond vendor positioning. It shows an industry ready to evolve, opening an opportunity for fresh research that better supports buying the future of customer service.
Decision Intelligence Platforms represent a growing market of applications that can leverage modern APIs to deliver on the promise of the Real-Time Enterprise.
There’s been a string of announcements based on OpenAI’s compute ambitions, recently, and combined they’re a big deal. We’re now getting a glimpse of what kind of power is planned for AI.
Sprinklr demonstrates a mastery of deep listening based on social roots to provide extra care, extra empathy and extra understanding in CX engagements with its Unified CXM platform.
Zoomtopia 2025 provided an endless parade of new capabilities creating quite the buzz in the industry. However, features aren’t the real story. Zoom is poised for unstoppable and disruptive momentum.
CommunityWFM’s acquisition reflects WEM’s decline into checkbox features within CCaaS and CRM platforms rather than true sources of value. Buyers must demand vendor investment in integration and workflow that meets the original WEM design ambitions.
The Verint–Calabrio merger ends Calabrio’s run as the last major independent WEM provider and signals a new chapter, combining Verint’s AI automation with Calabrio’s WEM expertise to reshape workforce engagement for human and digital agents.
Goal-driven, context-aware digital agents are changing how enterprises operate by taking over tasks that previously relied on user interfaces and manual workflows. This paradigm shift is going to change the face of the software industry as we know it.
Drawing on real-world examples from companies like Apple, Microsoft, Netflix, Salesforce, and others, this article outlines five crucial growth pillars that have consistently delivered results.
Internal knowledge about customer engagements is fragmented across departments. AI makes it feasible to analyze UCaaS-enabled conversations at scale to understand how teams interpret, discuss, and act upon customer-related issues.