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.
CRM and Contact Center as a Service (CCaaS) vendors are aggressively positioning their AI platforms as “agentic”, claiming systems that can autonomously reason, adapt, and act without being programmed for every scenario. While platforms have evolved from rigid rules-based systems to more flexible workflows, most still operate deterministically. As a result a discrepancy between marketing and technical reality is widening, creating a credibility problem in enterprise AI procurement. Agentic AI capability must be validated through clearer agentic AI definition, behavioral testing, and buyer-side skill development. This research note outlines what’s required to help buyers cut through the noise and hold vendors accountable for the value true agentic AI should be delivering.
Key Take: Too many “AI-enabled” CCaaS and CRM applications are deterministic systems masquerading as autonomous agents. To avoid buyer regret, enterprises must be clear on what agentic AI means, use real-world edge-case testing, and improve internal skills to identify true agentic behaviors.
AI has officially moved from buzzword to battleground. Every major player including AWS, Microsoft, RingCentral and Zoom used the event to show off AI-powered innovations in customer and employee experience. Some of it is genuinely impressive.
The customer service technology landscape continues to significantly transform as vendors aim to offer more comprehensive customer experience (CX) solutions. However, despite the promise of an enhanced service value proposition, the actual customer experience often falls short due to the scope, complexities, and immaturity of current offerings. This research examines the shifting dynamics in the customer service vendor market, identifies the challenges faced by vendors and organizations, and provides actionable recommendations for adopting a more integrated and future-ready customer service strategy.
Key Take: Without careful internal alignment and strategic planning, organizations risk under-delivering on the promise of enhanced customer experience.
Despite rumours of a “last hurrah,” the event knuckled down to emphasize the company’s strong market performance and its bold vision for the future under new leadership, with Scott Russell set to take over in 2025.
Zendesk recently hosted its exclusive AI Summit in New York City, an apply-to-attend event showcasing its latest in AI-powered customer service technology. Here’s our top takeaways from the event.
Cloud computing has come a long way since it was first envisioned 29 years ago, transforming from a revolutionary concept to an essential driver of business innovation. From its origins in a 1996 Compaq business plan, cloud computing has evolved into a critical enabler of AI, offering unprecedented growth, efficiency, and scalability. This research revisits the original cloud vision and how dramatically cloud has evolved since. It covers what you need to know to realize the pivotal benefits of cloud computing, that is driving unprecedented growth and retention increases in today’s digital economy.
Key Take: Companies relying on outdated on-premises technology in their innovation strategy will fall behind competitors who are realizing cloud-powered and AI-related growth and customer retention.