Over the past year, I've had countless conversations about AI with customer service leaders.

When Salesforce introduced Agentforce, the reactions were mixed. Some saw it as the next big thing in AI, while others wondered if it was just another buzzword.

Far fewer are talking about what those agents actually need to succeed. The agentic contact centre doesn't start with AI.

Everyone is talking about agentic AI. Not everyone means the same thing.

Connect the customer to the right agent, connect the agent to the right information, connect the CRM to the telephony platform.

AI Customer Experience Is Booming - But Many Brands Are Missing the Point AI adoption has surged across industries, promising to transform customer experience. Yet the 2026 Qualtrics Customer Experience Trends Report reveals a concern: Nearly 1 in 5 consumers say AI-powered support provided no benefit—four times the failure rate of other AI uses. This gap signals a serious disconnect. AI Is Solving Company Problems, Not Customer Problems Many organizations deploy AI to cut co

In a world that’s moving faster than ever, one thing hasn’t changed - when it matters most, customers still prefer to talk. The human voice remains the most natural, trusted, and emotional way to connect. Agentforce Voice, a groundbreaking way to deliver AI-powered, natural conversations across phone, web, and mobile - all while keeping your unique brand voice at the center of every interaction. What makes Agentforce Voice different? Agentforce Voice is an intelligent, conver

In the past few years, AI has completely reshaped the conversation around contact centers. The buzz is everywhere - new vendors launching daily, existing providers trying to keep pace, and leaders asking the same question: Specifically will voice AI replace human agents? What Is Voice AI? Think of a voice AI agent as a digital worker for your call center - a system that can answer calls, speak naturally, and handle simple customer requests. These agents are powered by larg

AI chatbots are everywhere - they handle product inquiries, refunds, complaints -and increasingly define how customers perceive your brand. But here’s the problem: while 85% of service leaders are investing in AI chatbots, 77% of customers still find them frustrating, and nearly 9 in 10 would rather talk to a human. The industry’s response? Build smarter models. The real solution? Understand human psychology. Harvard Business Review recently highlighted six evidence- based st

Generative AI is no longer a distant idea - it’s rapidly reshaping the world of customer service. A new Harvard Business Review Analytic...

Agentic AI is a type of artificial intelligence that doesn't just respond to instructions – it takes initiative. Instead of waiting for...

Contact centers are on the front lines of AI transformation. Agentforce 3 puts you in full control of your digital workforce. Make AI...

Want to stand out in a saturated market? Focus on Customer Experience. Today, more than 80% of businesses compete primarily on customer...

As contact center leaders, you’re facing a familiar dilemma: customer expectations keep rising, yet teams are stretched thin, channels...

Conversational AI is here—and it’s transforming how brands connect with customers. But are we truly tapping into its full potential? ...

In 2025, organizations are no longer asking if they should adopt AI in contact centers—they’re asking how to do it intelligently. AI...

I recently had the opportunity to sit down for a second interview with Alan Masarek, CEO of Avaya—a company dedicated to enterprise-level...

The terms “omnichannel call center” and “omnichannel contact center” often cause confusion. While they’re used interchangeably, there's a...

BYOC for CCaaS (Bring Your Own Channel for Contact Center as a Service) represents a major innovation jointly developed by Salesforce...

AI is fundamentally transforming customer service operations. AI-driven voice technology has transitioned from an optional enhancement to...