AI Seat Compression: How Microsoft, Salesforce & Zoom Are Changing CX
The commercial logic of enterprise customer experience technology is fracturing. For the past decade, the enterprise software model…
TTEC Digital Takes Salesforce Agentforce Live
TTEC Digital has completed the first live Salesforce customer deployment of Agentforce Contact Center with Compass Working Capital.…
Google Cloud Verizon Partnership Scales CX AI
Verizon has announced a strategic partnership with Google Cloud. The agreement will see the US telecoms giant expand…
InfoComm 2026: Microsoft’s Keynote, AI, and the Rise of UC — UC Today
At InfoComm 2026, the conversation around meeting rooms is moving far beyond cameras, bars, and displays. In this…
Big CX News: Five9, Cisco, Meta
From a major Five9 CCaaS deal to Zuckerberg’s AI agent vision, here are extracts from this week’s most…
Genesys Agentic AI: Can It Be Trusted in Contact Centers?
Agentic AI is inarguably one of the hottest topics in the CX and contact center space right now.…
NiCE CX AI Deals Grow, But Enterprise Adoption Takes Time
NiCE has plenty to celebrate after its second-quarter earnings call, but the vendor also revealed the work customers…
Avaya Names New CEO: Can He Keep Up With Agentic AI?
Avaya has named Jeff Clarke as its new CEO, with Patrick Dennis moving into the Executive Chair role…
Big CX News: RingCentral, NiCE, Microsoft, Uber, Meta
From an expanded RingCentral and NiCE partnership to Microsoft’s fresh agents-as-a-service play, here are extracts from this week’s…
OpenAI Presence vs. Your Contact Center: What CX Leaders Should Know
The Gist What is OpenAI Presence? An enterprise product that pairs OpenAI’s models with policies, guardrails, approved actions…
Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI
Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom,…
Big CX News: Salesforce, HubSpot, Genesys & Microsoft
From the official launch of Salesforce’s Agentforce Commerce to acquisitions from HubSpot and Genesys, here are extracts from…