August 27, 2025
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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August 26, 2025
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…
July 2, 2025
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.
May 6, 2025
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.
May 4, 2025
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…
March 31, 2025
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…
November 30, 2024
Without careful internal alignment and strategic planning, organizations risk under-delivering on the promise of enhanced customer experience.
November 11, 2024
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…
November 8, 2024
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.
August 16, 2024
Companies relying on outdated on-premises technology in their innovation strategy will fall behind competitors who are realizing cloud-powered and AI-related growth and customer retention.
