IVRs, bots, AI assistants, and workflow tools frequently operate in isolation, creating conflicting decisions and customer frustration. Orchestration succeeds only after those silos are addressed.

Consumers want a human agent when automation fails, but they also don’t want to repeat themselves. Passing context can help and build trust.

The $3.6 billion acquisition of the CX-focused AI agent platform will strengthen Salesforce’s potential move into the midmarket.

Enterprise collaboration hardware and platforms are adjusting to the newest tools for conferencing and digital work.

An extended partnership gives enterprises access to AI that will scan and refactor legacy applications, but will it introduce new issues?

Generative and agentic AI solutions are increasing total campus and branch network traffic, and causing spikes, which could ultimately degrade CX.

Value may well be driven via generative- and agentic AI-powered automation, but questions linger about its capabilities — and how much value it delivers.

The open, vendor-agnostic Agent Control Standard endeavors to govern what AI agents do inside enterprise systems.

These B2B agents might help enterprises with interoperability.

As AI takes on customer service work, enterprise leaders ask: Who captures the economic value created when software replaces human labor?

Agentic AI is now native to NiCE’s platform, thanks to NiCE Cognigy. And, NiCE launched an AI innovation lab to accelerate use cases.

As enterprises face the challenge of coordinating multiple agents offered by multiple vendors, an AI agent control plane may be required.

Customer interaction data is split across CCaaS platforms, CRMs and data layers, leaving AI agents without a consistent foundation for decision making.

NiCE's Workforce Empowerment Suite sends a message: when humans and AI agents are in the same workflow, the old rules for employees no longer apply.

The CX strategy moving forward will be “intelligent choice” — data-informed choices determining which level of service is best for which customer.

We celebrate when employees produce more high-quality work. But if an AI teammate does the same, we may need to check whether we can afford it.

The AI data cloud provider doubles down on its support for agentic AI and data with new partnerships and capabilities announced during Snowflake Summit 2026.

Pulse surfaces CX insights to executives and teams. Resolve enables communication with frontline workers. Both encourage omnichannel communications.

New research from Metrigy shows what jobs are now in demand — and which ones are disappearing — thanks to automation and productivity improvements.

Vonage Contact Center enhances reach into healthcare, financial services and retail sectors via agentic AI partnerships.

The challenge used to be measuring how well a human agent performed a specific task. Now, it’s measuring how well human-AI systems perform together.

Cisco to debut new Webex AI agent rollouts, along with an AI Concierge. And with AI Agent 360, enterprises have a framework for governing their AI agents.

Thanks to their task-specific focus and local processing, this AI model makes sense for a variety of CX use cases.

The MCP server provider will help connect Snowflake capabilities to other systems while providing governance.

Every vendor wants to leverage their platforms as the system of record, but success may depend on interoperability.

Zoom advances toward its goal of becoming an AI-first hub for enterprise knowledge work.

Enterprise buyers want to be inspired by what AI systems might eventually do — but they also want an understanding of what’s really possible.

Company leadership must model how AI can and should be used and foster a workplace that encourages pairing AI with people’s judgment and creativity.

Now that the enterprise risks generated by AI agents have moved from ‘content risks’ to ‘operational risks,’ organizations should rethink how security will work.

Millennials and Gen Z are among those most impacted by this lack of training, and they’re the most skeptical of the narrative around AI’s utility.

The company is making the case that a service-first platform can own voice natively and do so in a way that is more operationally coherent.

Workers toggle between email, video calls and messaging apps — and turn to shadow IT when enterprise tools fail, Mitel report finds.

Strong numbers for Zoom Phone and ZVA amplify a trend among UCaaS providers: Even as AI interest grows, voice persists.

AI agents are only as reliable as the data they can access, yet most enterprises still rely on fragmented systems and outdated context.

Many vendors have tried and failed to take on Microsoft Office, but Zoom believes AI has opened a new window for enterprises open to reinvention.

The biggest risk with AI leadership systems may not be bad automation, but organizational loss of feedback and accountability.

AI is a top priority, but there are many concerns about data according to a Nasuni study.

Assembled’s Model Context Protocol server enables AI assistants like Claude or ChatGPT to query and generate on-the-fly contact center performance reports.

AI’s takeover of tasks people used to do is helping change the CX provider's pricing model away from seats and toward usage, tasks and outcome.

GoTo Connect CX Complete is the company's new top-tier offering, complete with AI receptionist, for SMBs.

The question leaders need to ask is shifting from “Should we use AI?” to “How do we operationalize the AI use already happening?”

Zoom’s expanded Model Context Protocol capabilities make its uc&c data accessible to other AI ecosystems.

The question that any enterprise comms professional deploying an agentic AI workflow should be asking is simpler— are the existing AI tools doing the job of serving everyone effectively?

Quiq’s platform orchestrates customer interactions across multiple channels by providing AI agents with reasoning comparable to a tier one human agent.

The data activation company announced multiple partnerships and capabilities during Boomi World 2026.

Organizations can choose between AI embedded in core systems or standalone AI applications, and those running embedded AI reported saving more time.

The partnership shows the industry focus on integration and data activation for scaling AI.

Per Coursera, the best organizations make time for employees to learn AI and other skills — and then celebrate their achievements.

The CX platform will provide real-time insights out-of-the-box, enable human and AI collaboration and access to third-party data systems.