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The Real Problem With the 2025 Gartner CCaaS MQ
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.
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So, OpenAI needs Microsoft, Oracle, Google and Amazon to Power It?
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.
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Sprinklr Delivers the Feel-Good Factor at Its Unifiers Event
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.
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Zoom’s Got a Superpower That’s Even Better Than Flying
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.
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CommunityWFM’s Acquisition was Inevitable
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.
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A New Chapter in WEM: Verint and Calabrio Merge
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.
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It’s Happening, The Next Huge Shift In Software. Are You Ready?
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.
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How Software Companies Achieve Growth: 5 Evidence-Based Pillars
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.
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Why UCaaS Conversations Are Essential to VoC Programs
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.
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Enterprise Connect 2025 Proves AI Momentum But Raises New Questions for Buyers
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.
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Your Sales Team Isn’t Broken — Your Strategy Is
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.
