Define what needs fixing before choosing AI solutions, ensuring technology serves specific business needs rather than trends.

Although AI concerns fuels burnout, agents in smaller contact centers view the technology more favorably than those at larger ...

The use of unapproved AI tools can lead to data leaks or security vulnerabilities. Employers should instead bring AI use into the light.

Done right, AI agents can make the total customer experience feel more human, says CEO of agentic AI automation platform ...

The European company’s different workplace culture and development make it a refreshingly different UCaaS option for anyone in the market.

With a new contact center platform as its foundation, Avaya is headed toward public cloud and on-prem deployments while leveraging partnerships for AI.

In May 2025, Zendesk announced the completion of the acquisition of Local Measure, a leading CCaaS (Contact Center as a ...

Usage of UC&C platforms grew dramatically during and after the pandemic, as the report details. Video went from perk to ubiquity. Similarly, generative AI features proliferated. Yet, roughly a third ...

As AI becomes a fixture in contact centers, the conversation is shifting from hype to measurable business value. Enterprises are no longer asking if they should deploy AI for routing, self-service, ...

"Cisco's new Webex Receptionist effectively challenges competitors RingCentral and Zoom with its simple and intuitive interface," wrote Brent Kelly, Principal Analyst at Omdia in an emailed statement.

Gartner recently published its annual Magic Quadrant report for CCaaS (Contact Center as a Service). The Magic Quadrant is an incredibly influential report, and for good reason. The research and ...

On August 7, 2025 OpenAI launched GPT-5, it did not go as planned. On the same day, Jared Spataro, Chief Marketing Officer at Microsoft, announced that GPT-5 was rolling out to Microsoft 365 Copilot ...