While employees are aiming for more productivity, off-books use of AI could lead to data leaks, compliance violations and governance challenges for IT teams.

While agentic AI can do a lot, there still needs to be a human in the mix to make sure it's all being done correctly, tech execs contend.

An Enterprise Connect keynote panel featuring CCaaS leaders shared how AI boosts CX while also reducing agent stress.

The company's move from contact center partner to competitor reflects a wider recognition of CCaaS's rise over CRM.

Outdated, duplicated, or misplaced data blocks agentic AI. Enterprises must inventory, grade and ensure real-time data access for seamless workflows.

Combining Verint's AI platform with Calabrio's workforce management has borne early fruit for customers of both vendors.

As digital labor with specific roles, AI agents need to be managed as part and parcel of an organization’s entire workforce.

Day one keynotes at Enterprise Connect posited that agentic AI is the key to providing the level and quality of CX that users demand.

AIR Pro is RingCentral’s answer to a critical adoption barrier: most enterprises don’t have AI processes to operationalize conversational AI at scale.

From personalization to testing, Connect provides a unified platform data layer on which to build customer journeys.

The AIR Pro is an agentic AI-powered virtual agent that can detect intent and take action to resolve customer issues by itself.

The native CCaaS solution offers a single data source for customer information and an application that unifies AI, channels and CRM.

As with any sweeping technological advancement, companies are re-establishing the number of positions they need, after assessing the impact the tech has on daily work.

Mitel Edge enables local-only comms deployments and Workforce Experience simplifies the unified comms experience for workers.

Confusing naming conventions, uncertain ROI and growing compliance concerns are among the barriers to wider adoption.

As AI agents execute more workflows and resolve more defined problems, customers will expect pricing that reflects those outcomes.

Next week, the future of SaaS, AI, governance and security will dominate discussions.

Transcription is key to AI, but a call's full meaning can get lost in plain text. Modulate’s approach aims to deliver subtlety — and sarcasm detection.

This new offering on Snowflake's AI Data Cloud will allow telecom providers the ability to generate synthetic data for analytics and testing.

These essential tips assure AI agents function properly before and after they hit production.

Digital employees who can be given personalities and operate software like humans are now available for hire.

As agentic AI-powered systems grow more capable, so too grows the need to manage and govern their activities.

As AI becomes native to unified communications, clarity on data ownership will shift from being a background legal issue to a frontline governance priority.

As enterprise telecom pro Darin Ward explains, the cloud-native, AI-powered service is finally ready for enterprise-level customers.

Its Virtual Agent took center stage, and leadership outlined a shift toward Zoom becoming a system of action that automates the customer journey.

Cisco company Splunk released a survey of CISOs that shows their concerns over security incidents, regulatory requirements, data leaks and shadow AI.

Since 2023, 8x8 has been strategically focused on delivering AI solutions by teaming up with other companies, this time with Capacity.

In many organizations, the most successfully integrated and adopted AI is embedded into workflows quietly, reducing employee resistance.

Agentic AI-powered agents can autonomously perform tasks that previously required a person. And they do so just as well and faster, ServiceNow said.

Cortex Code CLI will extend support to non Snowflake-native data sources, starting with dbt and Apache Airflow.

Most generative AI processing happens in the cloud, but with Quilliam, individuals and organizations can access the same functionality on local devices.

This most recent iteration of the virtual agent builds on Zoom AI Companion 3.0 to enable multi-step workflow automation across compatible systems.

The market is discounting future free cash flows of SaaS companies because autonomous AI agents threaten their business models.

Typewise’s agentic AI platform aims to fully automate customer service while keeping humans in the loop as necessary.

The new option will allow organizations greater control in how to manage stacks and operations on the unified cloud provider's platforms.

Customer data will remain in the EU under strict access controls and governance.

The company’s fourth quarter 2025 earnings call highlighted customer gains across product categories including its virtual receptionist and contact center platform.

This year, voice AI can improve IVR systems, but only if compliance, safety and stability are ensured from the get-go.

While organizations continue focusing on CRM records, the real gold mine, real-time customer intent, lives in conversation data.

While the datasets are useful tools for training AI models, they do come with their own risks, from regulatory compliance to disorganization and chaos.

The AurionX AI voice agents enable businesses to provide 24x7 coverage via digital labor.

Agentic workflows force enterprises to move beyond the single source of truth toward governed, real-time, permissioned access to the right data at the right step across multiple systems.

Anyone who sits at a computer and works to synthesize information is going to be out of work — and that includes customer experience professionals.

The acquisition places security and governance for human representatives, AI agents and data all under the same roof.

Enterprise communications depends on good data management. Meet the two big challenges impeding effectiveness.

There is a clear path for CX leaders who want to modernize their phone support without sacrificing control or trust.

Success of agentic AI in contact centers now depends less on model quality and more on synchronized, trusted, and decision-ready enterprise data.

The recently filed patent would allow for accessing both structured and unstructured data, boosting the potential for business insights.

From boosted CSAT to reduced costs, agentic AI systems can improve customer experience, but only when companies properly deploy the tech.

Enterprises are finally waking up to the latent analytic value in their centers and viewing them as a tool for making desirable things happen.