CEOs are beginning to talk about AI agents as if they’re coworkers, not assistive technologies. What does that mean for human ...

Understand the year ahead by examining which technology developments from 2024 turned out to impact enterprise communications the most.

Telephony has never been more important for CX – and brands may not be fully aware of the risks that can arise by taking connectivity for granted today.

If you’ve been to a contact center trade show this year, you’ve probably seen a swath of new vendors touting their Generative ...

As you can see on reviewing the year in Teams -- it expanded its capabilities and partnerships in everything from mobile devices to conference rooms, collaborative spaces to different types of contact ...

A lifecycle-based approach reflects the fact that small business will need different types of support all along the way – before buying, during the purchase and afterwards. Small business leaders may ...

Reports Want AI Agents? Upgrade Your Tech Stack Newly published research from Tray.ai reveals that 42% of surveyed enterprises plan to build over 100 AI agent prototypes and 68% are budgeting $500,000 ...

AI assistance and automation come into play for each of the above-cited products, as well as elsewhere across the digital workplace—and it almost goes without saying that AI has been a major trend in ...

Another major shift in 2024 has been the transition to specialized LLMs. Generic AI models often fail to address the nuanced challenges of industry-specific use cases. Vendors investing in customized ...

She stated, “The single biggest cost in the contact center is not the cost of technology or network services; it’s the cost of agent resources. If we can find a way to increase containment through ...

Encapsulating 52 weeks' worth of news into one end-of-the-year recap is rarely so easy as it is this year. The year's biggest story was the still-unsettled return to office (RTO) debate. On one side, ...

Only three months after the debut of Agentforce 1.0, Salesforce launched Agentforce 2.0, the latest iteration of its autonomous AI platform which allows organizations to build and deploy autonomous ...