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...

Supercharging AI Agent Performance with Observability, Interoperability & Control As AI agents become essential to modern business...

Here’s what’s new in this powerful release: 1. Security & Infrastructure      · New IPs available for allow listing 2. Intelligent...

The following is a summary of a Harvard Business Review Article. AI Isn’t a “Build or Buy” Question Anymore—It’s a Strategic Imperative...

Agentic AI refers to artificial intelligence systems designed to operate autonomously, making decisions and taking actions to achieve...

Customer care leaders are at a crossroads. AI offers major benefits—cutting costs, boosting speed and personalization, and easing agent...

Even traditional consumer-facing industries are proving that innovation isn’t limited by legacy. Whether in retail, food delivery,...

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

Vonage Premier for Service Cloud Voice:   • Progressive Dialer (Connect) for Service Cloud Voice   • Send real-time conversation events ...

The article discusses insights on the importance of AI in delivering value in customer experience (CX). It emphasizes the evolving...

Salesforce Contact Center with Amazon Connect (SCC-AC) is a newly released, fully integrated solution that extends the Service Cloud...

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...

Salesforce is expanding its CCaaS (Contact Center as a Service) integrations with a new "Bring Your Own Channel" pilot program, following...