AI revenue grew 68% year over year, and the company's AI now accounts for 13% of total subscription revenue, up from 8% a year ago.

As AI-generated assets and workflows infuse collaborative platforms, the issue of unowned work is growing across the enterprise.

Context from data and AI agent activity spins a flywheel that generates still more context, Microsoft CEO said.

Most businesses use AI to backfill capacity as agents leave, while one-third are cutting staff because of AI.

The most effective AI training programs need clear ownership, and as of now, enterprise leaders are unclear who should take the lead on training.

Amazon Connect is now the agentic AI-powered foundation for three new solutions and one familiar contact center offering.

Communication and productivity apps collect and share employee data, including personal financial information, Incogni report finds.

The companies' integration enables AI agents and automation workflows to access structured and unstructured data while maintaining governance and visibility.

The AI meeting assistant retools with Conversational Knowledge Engine, adding support for MCP, a revamped chat interface and desktop app.

eHealth's Alice voice agent handled calls during the peak season for healthcare insurance enrollment and garnered a majority of “exceptional” satisfaction ratings.

Microsoft is crafting a connected CX framework across the customer lifecycle with its new offerings spanning sales, customer insights and contact center.

As enterprise execs increasingly bet their careers on AI rollouts, ServiceNow’s open platform approach may help them hedge their bets.

According to Cloudera's research, 80% of organizations have problems with data access. That will hurt future AI implementations.

As AI becomes increasingly embedded in every layer of UC, the question isn’t whether lock-in will happen but how an organization will manage it.

WestCX Orchestrate helps deliver messages and reminders to patients across systems pharmacies already have in place.

Following the theme of data management, SSoT also needs standardized and accurate data to provide business results.

Beyond surveying contact center agents, UJET expanded its product portfolio, extended its Google partnership and bought an analytics firm.

Sticking with a status-quo UCaaS platform might hinder an enterprise's bottom line. Recent research shows that UCaaS reassessment gets rewarded.

CEO Brad Birnbaum says Signals quickly gives human agents the full picture to better serve customers.

As generative and agentic systems move into production, enterprises face growing exposure to hallucinations, data leakage and biased outputs without clear oversight frameworks.

An IBM report found 1 in every 5 data breaches is linked to shadow AI, opening enterprises to financial and legal risks.

CEO Alex Levin says CX teams can use a natural language interface to describe the AI agent they want and the Copilot AI agent will build it for them.

Computer-Using Agents are the practical answer for everything that isn't covered by MCP or API integrations.

It's time to send this enterprise platform to a nice farm upstate; CCaaS can do everything CRM does — and more.

NiCE CXone is now natively integrated with Epic, allowing human agents to stay within Epic when interacting with patients.

The cybersecurity provider’s new capabilities help organizations protect data from AI use – sanctioned and unsanctioned.

Attrition rates are particularly high among younger employees, but it might not be because of AI.

Adopting AI tools itself isn’t the challenge. It’s ensuring AI is used consistently, intentionally and in ways that reflect optimal workflows.

Recent research from Microsoft and WalkMe shows gaps between individual productivity and team-based work, plus diverging exec/worker experiences.

Built on the Model Context Protocol, the feature allows Anthropic Claude users to access Zoom meeting data and other insights.

Agent assist can work, but design, delivery and how you manage knowledge make a huge difference — here’s one contact center leader’s experience.

Poor data management and unclear semantics can affect AI adoption, but research shows managing data pipelines boosts bottom lines.

"Data quality" is often cited as a reason for agentic AI failures — but how do you tell good data from bad? Forrester analyst Jauesh Chaurasia on what makes for good data and why it matters.

The focus is shifting from deploying AI to making sure it delivers consistent, measurable outcomes in live environments.

By including AI in every product, ServiceNow continues its march toward becoming a “platform of platforms” through which enterprises can choose to roll out and manage agentic AI.

A CSA report shows that unstructured data is growing, but management and security aren’t keeping up.

The CX platform provider debuts new AI agent testing capabilities and improved agent copilot features with its software release.

Extending Box's work with unstructured data, the AI engine now in general availability searches a company's existing file library and heeds security parameters.

As a case of an AI agent targeting a user shows, AI harassment poses a more complex threat— and someone will be held accountable.

As AI-powered CX proliferates, organizations should use it to amplify what human agents are good at — developing emotional connections with customers.

Trying to balance customer expectations with business services has become a complex, fast-moving challenge; this quarterly benchmark will track what's going right and wrong.

They will likely be supplanted by platforms that integrate agentic AI capabilities, thus giving enterprises the ability to tightly control digital labor.

The tone of recent announcements and initiatives reflect a not-so-subtle shift in how buyers view AI, and they want to understand its real world benefits.

Pricing based on outcome allows buyers to evaluate systems based on whether they can reliably deliver a result, not just support a process.

The contact center vendor also reported that 7 in 10 Genesys Cloud customers use its AI.

Cyara’s platform update allows organizations to test traditional IVRs as well as agentic AI systems that don’t follow programmed call flows, inputs and outputs.

While 79% of organizations face data-centric AI challenges, 92% are already using their data to train LLMs despite readiness concerns, Snowflake and Omdia found.

Just rebuilt in January, the AI agent now sports new  capabilities to further its move into what Gartner calls 'the AI workhub category.'

More complicated issues such as contract or billing disputes or logistics snafus amplify the work of coordinating customer experience behind the scenes.