Key Takeaways: The launch of revamped Voice AI Agents by Five9 at Customer Contact Week lands at a moment when enterprises are evolving from basic conversational bots to systems that manage tasks, call external tool...
Key Takeaways: Zendesk advances AI roadmap with move to acquire Forethought Key Takeaways: • Zendesk plans to purchase Forethought to expand its autonomous AI capabilities • The deal is positioned as a milestone in Zendesk’s shift toward agentic service • Analysts see the acquisition as part of a wider trend towar
Key Takeaways: Most independent hotels begin their cloud telephony journey the same way. Something breaks, a vendor sunsets a legacy PBX, or a general manager gets tired of paying for hardware that feels older than ...
Key Takeaways: The conversation around hotel cloud telephony has shifted quite a bit over the last few years. Where it used to be framed as a technical refresh or a cost optimization project, it is now showing up in...
Key Takeaways: Navatar Launches AI Deal Engine to Reshape CRM Workflows for M&A Firms Key Takeaways: • Navatar introduced an AI-powered CRM operating model built on Salesforce for end-to-end M&A workflows • The AI Deal Engine focuses on continuous intelligence capture and workflow orchestration across origination,
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Key Takeaways: OpenAI Moves to Acquire Promptfoo to Reinforce Security Testing Inside Frontier Platform Key Takeaways: • OpenAI plans to acquire Promptfoo to embed automated security testing into its Frontier platform • The move addresses growing risks as AI agents gain access to business systems and sensitive dat
Key Takeaways: Industry Analysts Publish Findings on Convergence of CRM and Contact Center Platforms Key Takeaways: • Analysts identify a growing shift toward unified CX stacks that connect CRM, workflow, and analytics tools • Vendors across the contact center and CX landscape are accelerating integrations to stay
Key Takeaways: LivePerson and AWS Partner to Expand Cloud Based Customer Experience Capabilities Key Takeaways: • LivePerson and AWS formed a partnership focused on cloud based customer experience solutions • Contentsquare advanced its analytics strategy by acquiring conversational AI firm Loris • 8x8 renewed its
Key Takeaways: Industry Analysts Highlight Rising Network Strain Affecting Customer Experience Systems Key Takeaways: • Enterprises are seeing network performance issues increasingly spill into customer experience • Contact center and CRM platforms are more sensitive to latency than many teams expect • Modern omni