Contact centers are approaching a point where faster responses and shorter wrap-up times will no longer distinguish one customer experience from another. AI-generated summaries, automated quality ...

Last week's "Genesys launches agentic orchestration features," which focused on the product announcements and corporate messaging delivered during the keynote session at Genesys Xperience 2026. On the ...

Accelerated AI adoption has shifted how customer experience operates. One common issue is the underlying data infrastructure, which limits the effectiveness of AI adoption because of poor data quality ...

For years, many contact center strategies treated voice as a utility and a high-cost channel to contain. Digital self-service, chat, messaging and automation were positioned as lower-cost alternatives ...

Claudeforce runs on top of Salesforce “via our new AIforce UI harness…. Here, the UI is the AI — allowing you to build custom apps dynamically and answer any enterprise question,” said Benioff in the ...

There’s a shift happening in CX and contact centers. AI agents were already in use in many of these workplaces, taking care of tasks like automating interactions and summarizing conversations. But ...

As AI becomes integrated into a wider range of workplaces, companies are increasingly aware of the importance of ensuring employees are using approved AI-enabled applications. But shadow AI can still ...

Multiple studies have reported the same finding: getting employees to use AI is a significant hurdle to AI workplace adoption. Training is often cited as one way to improve employee implementation of ...

Consumers have used AI for years, starting with basic (but let’s face it, not-so-great) chatbots. As more sophisticated AI agents have entered the scene in recent years, consumer skepticism was ...

The migration of contact centers from on-premises to the cloud may be accelerating, driven by a confluence of factors: a broader push to cloud-based solutions, desire for AI-powered capabilities and ...

Enterprise collaboration platforms were designed around human participants, whereby a guest receives an invitation, authenticates with an account and enters a defined collection of channels, files and ...

Microsoft is sticking to the message that Copilot adoption and usage are a growing part of its profits. The company said the number of customers with more than 50,000 Copilot seats increased more than ...