The new narrative is that UCaaS is mature, Webex Meetings are in decline, and Webex Contact Center is too limited. This ...

There’s been a massive, forecasted increase in customer interactions automated by AI agents. Measuring the resultant ROI is ...

AI-enabled captioning and transcription tools are more accurate -- but persistent errors contribute to legal risks, ...

While there still is an appetite for on prem, really the biggest trend is that the market’s just drying up. A few years ago, ...

Training is essential for getting the most out of your AI investments – so get help from your AI vendors in putting together ...

AI can be used to generate artificial voices, but it can also be used to soften accents so that customers and agents can ...

The concerns and priorities of organizations have mostly stayed the same, with some changes regarding real-time and siloed ...

The cloud platform’s growth overshadows revenue from legacy products, while self-service conversations more than doubled year ...

By integrating Informatica’s data capabilities, Salesforce’s Data 360 provides a broader, contextual foundation for AI agents ...

Putting less time and money into governance and guardrails has amplified the AI trust issues enterprises are experiencing.

After dealing with a fragmented tech stack, Aterian rebuilt its CX around Genesys Cloud.

Decentralized data storage was much easier to manage before data was launched into the clouds. Now, geographic and regulatory ...