Companies can create multiple workspaces with access controls for users and AI agents, allowing different data governance depending on the instance.

Paid Copilot now has 30 million seats, Microsoft said, doubling its adoption as a percent of paid M365 Commercial seats from January.

Zoom CX compliant customers will soon have call campaign management through a cloud-native platform.

The strongest productivity ratings were associated with more technical or task-specific applications, such as coding or creating presentations, Gallup said.

Services, including hybrid cloud, made up a large amount of IBM’s revenue growth as the tech vendor bet on helping clients modernize legacy systems.

Most companies use AI in their daily workflows, but fewer than one in five can quantify its benefits. The key is figuring out what AI can actually do.

A new layer of “agent identity” is emerging to track ownership, enforce permissions and provide auditability as AI becomes an operational participant.

AI Receptionist's customer base quadrupled year over year, and the company kept NiCE as a partner for RingEX.

Nefarious actors are harvesting encrypted data to decrypt it once quantum computing gives them the ability to do so. Identify data risks to reduce them.

Products remain the price of admission, but as markets mature customers distinguish companies by how consistently they deliver on their products' promises.

AI-generated survey panels provide faster, cheaper insight, but can be overly positive and behind on the latest data.

Although employees use AI daily, most think human oversight is necessary and output requires human verification.

ServiceNow also touted wins in CRM and customer service amid what IDC’s Elliott suggests is a market increasingly focused on seeing the returns from AI.

UCaaS and CCaaS platforms release hundreds of new features every year. User adoption hasn't kept pace and the capability vs. adoption gap is widening.

OpenAI launched a platform targeted at helping enterprises deploy, control and maintain AI agents across company workflows.

Organizations that prioritize control and integration are comparatively more successful in AI agent rollouts, Forrester-Boomi research finds.

If an organization doesn’t have a fast, secure way to pull the plug and switch AI platforms, it's opening itself up to operational and financial vulnerabilities.

A lack of auditability, data leakage and high error rates all contributed to organizations shutting down their AI agents.

To get the same performance that human agents produce, AI agents require care and coaching over time.

How companies resolve the AI orchestration ownership question will determine whether AI becomes a unified capability or another source of fragmentation.

As organizations implement synthetic data, experts warn that governance, privacy and quality still need to be maintained.

Data fluency is crucial to business operations, but organizations report low proficiency.

AI systems are increasingly used to make quick, customer-facing decisions. That speed could be coming at the hidden cost of lost context.

The revamped collaboration app includes a native AI assistant that can create and modify content and access external systems via MCP.

With Creatio 10x, the AI CRM provider built in AI agent creation and governance capabilities, while revamping core offering with AI tools.

Data infrastructure isn’t keeping up with AI adoption on multiple levels — from infrastructure optimization and data readiness to governance.

Zoom made its AI-powered receptionist available to users of any business phone system, greatly expanding its addressable market.

Passing the context of an interaction from automation to human agents remains a challenge because underlying systems are disconnected.

Organizations are confident in their data yet cite governance and security as top barriers to scaling AI agents, say IDC analysts.

Organizations face significant data loss and breaches as security and governance lag behind AI use.

Metrigy's Q2 AI Sentiment index shows fewer extreme attitudes toward AI's impact on employment and the economy — though some misgivings remain.

Users will now be able to access data from Salesforce and its partners' tools through Slackbot.

The latest assessment of communications platforms has one big problem: it doesn't offer clear, actionable insights to enterprise buyers.

Real time agent assistance and summarization are among the top use cases for AI in the contact center.

Customer service leaders evaluating AI platforms are placing greater weight on how vendors help customers deploy, govern, measure and continuously improve AI in production.

Most organizations aren’t able to realize the full potential of their AI models because their data infrastructure is lacking, says Teradata/Wakefield.

Using AI-powered analytics tools to diagnose and resolve problems can boost pilot projects' success.

Call quality in production lives on networks and devices the contact center doesn't own. Here's how contact center pros can catch quality problems before their customers do.

Connecting customer service to the rest of the enterprise can be challenging; Pinkfish will help Genesys by connecting customer intent to the systems, workflows and actions needed to deliver a resolution.

The data analytics platform has added new tools for data quality and standardization.

Metrigy research found most companies are confident in network infrastructure for AI, but concerns about security vulnerabilities and latency remain among IT leaders.

AI may be accelerating a contraction in agent employment.

Contact centers drive revenue and retention but struggle to prove it. AI-powered measurement finally delivers the financial proof CFOs demand.

Consumers will use AI-powered channels but are ambivalent about their accuracy. Confidence increases when there’s an obvious way to reach a human, Five9 found.

Organizations run the risk of exposing their sensitive data when they adopt AI before they are ready.

Contact center vendor Genesys snaps up agentic AI automation platform provider Pinkfish, bolstering its ability to orchestrate and govern AI agents.

As AI agents begin executing work independently, enterprises must answer one question: When an AI agent makes a business decision, who owns the outcome?

As organizations manage more agents, governance increasingly depends on defining what these agents can do, who is responsible for them and where the limits of autonomy should lie.

The collaborative platform's AI-infused productivity suite signals both a new model for AI-enabled workflows and a new pricing structure.

The collaboration aims to connect operational and customer data in a single layer, addressing governance concerns and accelerating insights.