MIT and Celigo released a report that shows the link between tools that manage unruly data and success in AI adoption.

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 ...

Salesforce's new CCaaS shifts CX architecture, placing resolution at the core by interpreting intent and automating workflows across systems.

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

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

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

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

It’s a new location for Enterprise Connect, and a new evolution for discussions around AI. But, key operational challenges in ...

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

The cloud-native customer service company Talkdesk offers a core customer experience automation (CXA) platform with AI agent ...

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

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