UC Today: Zoom Unveils AI Virtual Agent
Zoom has introduced an “agentic” Virtual Agent to its Contact Center platform, shifting from scripted bots to AI capable of autonomously handling full customer journeys across voice and chat—processing returns, updating accounts, and booking appointments—without human escalation unless necessary. This advanced agent retains context across interactions, adapts tone to match a brand’s voice, and can […]
Five Launches Agentic CX with AI Agents
Five9 announced the launch of Agentic CX, powered by its new Agentic Experience Engine built on the Genius AI Architecture. This offering introduces AI Agents capable of independently reasoning, deciding, and acting within customer interactions, with seamless escalation to human agents when needed. Key features include automated conversation summaries, advanced intent detection with entity extraction, […]
Qualtrics XM: Consumers willing to pay more for premium experience
Qualtrics recently looked into the value of Customer Experience in brand relationship. They found a strong majority of consumers value premium experiences—and are willing to pay a premium—especially when those experiences enhance connection, convenience, and peace of mind. Companies that strategically optimize key touchpoints can turn those expectations into loyalty and brand trust. 72% of […]
ZDNet: NICE unveils new branding
NICE has unveiled a strategic rebranding initiative, introducing “NICE Enlighten” as its new brand identity. This move underscores the company’s commitment to integrating advanced artificial intelligence into customer interactions, aiming to deliver more personalized and efficient experiences. The “Enlighten” brand encapsulates NICE’s vision of harnessing AI to provide intelligent insights and solutions that enhance customer […]
UC Today: Salesforce to acquire Informatica
Salesforce has officially agreed to acquire Informatica for approximately $8 billion, marking a significant move to enhance its data management and AI capabilities. This acquisition aims to integrate Informatica’s robust data integration, governance, and quality tools into Salesforce’s AI platform, Agentforce, thereby strengthening its position in the enterprise AI market. Key Highlights: Read more at […]
Blog: AI in Action – Agent Soft Skills
Blog: AI in Action – Agent Soft Skills Contact centers have invested considerable time, money and resources over the past decades looking to build a culture of efficiency and effectiveness. While the goal was clear, it was often compromised by technology – complex, siloed systems that often required custom coding. Today, that vision is finally […]
UC Today: Microsoft Teams to Block Screen Capture
Microsoft is set to roll out a new “Prevent Screen Capture” feature in Teams starting in July 2025, aiming to enhance security during virtual meetings. This feature will block users from capturing screenshots of meeting content by turning the screen black when a capture attempt is detected. It will be available on Teams desktop apps […]
No Jitter: Talkdesk introduces Talkdesk Express for SMBs
Talkdesk has introduced Talkdesk Express, a cloud-based customer experience (CX) solution specifically designed for small and medium-sized businesses (SMBs). This platform aims to provide SMBs with enterprise-grade contact center capabilities without the associated complexity and cost. Key Features of Talkdesk Express of Talkdesk Express include rapid deployment, omnichannel support, user-friendly interface, scalability, integration to CRM […]
Blog: Stop the Premise Insanity
Blog: Stop the Premise Insanity The numbers don’t lie: Multiple analyst estimates show that about 70% of businesses are using some sort of cloud communications, but only 30% to 40% are using cloud for full capabilities – phone, video messaging & contact center. UCaaS has many benefits, but this means that the vast majority of […]
CX Today: Another lawsuit regarding AI Training.
A recent lawsuit has been filed against Genesys, a major Contact Center as a Service (CCaaS) provider, highlighting growing concerns over the use of customer data in AI training. The lawsuit alleges that Genesys used customer calls without proper notification or consent to train its AI, raising ethical and legal issues. Industry analysts, including Liz […]