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.
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.
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.
When growth slows, most companies zero in on Sales or Marketing. Leads aren’t converting? Must be a pipeline problem. Campaigns aren’t performing? Let’s rewrite the messaging. But the reality is the issue isn’t in execution, it’s in the strategy being executed.
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.