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AI Agents Are Change Agents – In More Ways Than One
Virtual Agents
AI Agents Are Change Agents – In More Ways Than OneAI Agents Are Change Agents – In More Ways Than One

We are well along the path now whereby non-human, AI-based agents are taking on a wider range of roles – and erasing the distinction between human and non-human work.

byJon Arnold
Oct 9, 2024
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1 Min Read
How Calabrio’s Acquisition of Wysdom Boosted Customer Success
Customer Experience
How Calabrio’s Acquisition of Wysdom Boosted Customer SuccessHow Calabrio’s Acquisition of Wysdom Boosted Customer Success
bySheila McGee-Smith
Oct 7, 2024
1 Min Read
Transforming Digital Engagement: From Ordinary to Extraordinary
Customer Experience
Transforming Digital Engagement: From Ordinary to ExtraordinaryTransforming Digital Engagement: From Ordinary to Extraordinary
byBlair Pleasant
Oct 4, 2024
1 Min Read
A graphic that says AI
Customer Experience
Enterprise Connect AI: Practitioners Advise Approaching AI With CautionEnterprise Connect AI: Practitioners Advise Approaching AI With Caution
byMatt Vartabedian
Oct 3, 2024
1 Min Read
Twitter’s Business Impact Has Changed – And Not For the Better
Customer Experience
Twitter’s Business Impact Has Changed – And Not For the BetterTwitter’s Business Impact Has Changed – And Not For the Better
byDave Michels
Oct 1, 2024
1 Min Read
Top 5 Announcements from Bandwidth Reverb24
Video Conferencing
Top 5 Announcements from Bandwidth Reverb24Top 5 Announcements from Bandwidth Reverb24
byZeus Kerravala
Sep 27, 2024
1 Min Read
With All the Technology Choices Out There, How Do You Decide?
Customer Experience
With All the Technology Choices Out There, How Do You Decide?
With All the Technology Choices Out There, How Do You Decide?
Sep 23, 2024
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1 Min Read
byBarbara A Grothe
Photo of contact center agent working from home
Customer Experience
No Jitter Roll: Vonage Launches Vonage RCS and Expands their Salesforce Service Cloud Offering and Salesforce and NVIDIA partner to advance AI agents.
No Jitter Roll: Vonage Launches Vonage RCS and Expands their Salesforce Service Cloud Offering and Salesforce and NVIDIA partner to advance AI agents.
Sep 20, 2024
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1 Min Read
byHannah Warfel
Rethinking CX Orchestration
Customer Experience
Rethinking CX Orchestration
Rethinking CX Orchestration
Sep 17, 2024
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1 Min Read
bySheila McGee-Smith
RCS: Game Changer for CX
Customer Experience
RCS: Game Changer for CX
RCS: Game Changer for CX
Sep 17, 2024
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1 Min Read
byDave Michels
No Jitter Roll: GoTo Launches GoTo Connect CX, Twilio Enables RCS, Mitel Debuts Framework for Hybrid UC
Customer Experience
No Jitter Roll: GoTo Launches GoTo Connect CX, Twilio Enables RCS, Mitel Debuts Framework for Hybrid UC
No Jitter Roll: GoTo Launches GoTo Connect CX, Twilio Enables RCS, Mitel Debuts Framework for Hybrid UC
Sep 13, 2024
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1 Min Read
byMatt Vartabedian
A Salesforce building sign
Ccaas
Salesforce Debuts Einstein Successor Agentforce
Salesforce Debuts Einstein Successor Agentforce
Sep 12, 2024
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1 Min Read
byLisa Schmeiser, Matt Vartabedian
User Experience Audits: When, How, and Why?
Customer Experience
User Experience Audits: When, How, and Why?
User Experience Audits: When, How, and Why?
Sep 10, 2024
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1 Min Read
byNathan Eddy
AI virtual agent
Virtual Agents
No Jitter Midroll: ServiceNow Xanadu Debuts with AI Agents
No Jitter Midroll: ServiceNow Xanadu Debuts with AI Agents
Sep 10, 2024
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1 Min Read
byMatt Vartabedian
A button that says AI
Ccaas
From Labor Issues to Customer Satisfaction, AI Agents Can Help
From Labor Issues to Customer Satisfaction, AI Agents Can Help
Sep 2, 2024
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1 Min Read
byZeus Kerravala
Five9 logo
Ccaas
Five9’s Realignment Signals a Maturing Organization
Five9’s Realignment Signals a Maturing Organization
Aug 30, 2024
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1 Min Read
byZeus Kerravala
AI virtual agent
Customer Experience
No Jitter Roll: Otter.ai Launches My Action Items and RingCentral Announces AI Capabilities for RingCX
No Jitter Roll: Otter.ai Launches My Action Items and RingCentral Announces AI Capabilities for RingCX
Aug 22, 2024
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1 Min Read
byHannah Warfel
Salesforce logo
Virtual Agents
No Jitter Midroll: Salesforce Launches AI Agents for Sales
No Jitter Midroll: Salesforce Launches AI Agents for Sales
Aug 22, 2024
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1 Min Read
byMatt Vartabedian
Improve CX by Breaking Down Data Silos and Functional Barriers
Customer Experience
Improve CX by Breaking Down Data Silos and Functional Barriers
Improve CX by Breaking Down Data Silos and Functional Barriers
Aug 22, 2024
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1 Min Read
byMatt Vartabedian
RingCentral Expands RingCX AI Innovation
Customer Experience
RingCentral Expands RingCX AI Innovation
RingCentral Expands RingCX AI Innovation
Aug 21, 2024
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1 Min Read
bySheila McGee-Smith
Yellow.ai Launches Analyze for CX Automation, Zendesk Announces Relay for Outbound Messaging, and Grammarly Authorship Shows Writing Provenance
Customer Experience
No Jitter Roll: Yellow.ai Launches Analyze for CX Automation, Zendesk Announces Relay for Outbound Messaging, and Grammarly Authorship Shows Writing Provenance
No Jitter Roll: Yellow.ai Launches Analyze for CX Automation, Zendesk Announces Relay for Outbound Messaging, and Grammarly Authorship Shows Writing Provenance
Aug 15, 2024
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1 Min Read
byMatt Vartabedian
Customer Experience Turbulence
Customer Experience
Customer Experience Turbulence
Customer Experience Turbulence
Aug 15, 2024
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1 Min Read
byBlair Pleasant
Federal Agencies Leveraging AI Reap Benefits for Agents, Supervisors and Management
Customer Experience
Federal Agencies Leveraging AI Reap Benefits for Agents, Supervisors and Management
Federal Agencies Leveraging AI Reap Benefits for Agents, Supervisors and Management
Aug 14, 2024
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1 Min Read
bySheila McGee-Smith
Will CX Reach Maturity?
Customer Experience
Will CX Reach Maturity?
Will CX Reach Maturity?
Aug 13, 2024
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1 Min Read
byDave Michels
Winning at Non-Acquisition
Customer Experience
Winning at Non-Acquisition
Winning at Non-Acquisition
Aug 12, 2024
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1 Min Read
byDave Michels
Five9 logo
Customer Experience
Five9 To Acquire Acqueon to Expand Proactive Engagement Offerings
Five9 To Acquire Acqueon to Expand Proactive Engagement Offerings
Aug 8, 2024
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1 Min Read
bySheila McGee-Smith
Avaya logo
Customer Experience
Conversations in Collaboration: Avaya’s Omar Javaid on Doing What’s Right for Their Customers
Conversations in Collaboration: Avaya’s Omar Javaid on Doing What’s Right for Their Customers
Aug 8, 2024
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1 Min Read
byMatt Vartabedian
Why Citizen Experience Matters as Much as Customer Experience
Customer Experience
Why Citizen Experience Matters as Much as Customer Experience
Why Citizen Experience Matters as Much as Customer Experience
Aug 7, 2024
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1 Min Read
byTom Brannen
Digital Twins Power CX Improvement Initiatives
Customer Experience
Digital Twins Power CX Improvement Initiatives
Digital Twins Power CX Improvement Initiatives
Jul 30, 2024
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1 Min Read
byNathan Eddy
A Strategic Framework for Finding Your Best CX AI Application
Customer Experience
A Strategic Framework for Finding Your Best CX AI Application
A Strategic Framework for Finding Your Best CX AI Application
Jul 29, 2024
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1 Min Read
byNicolas De Kouchkovsky
Why Topic Modeling Is My Favorite Gen AI CX Feature
Customer Experience
Why Topic Modeling Is My Favorite Gen AI CX Feature
Why Topic Modeling Is My Favorite Gen AI CX Feature
Jul 26, 2024
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1 Min Read
byDave Michels
Salesforce and Workday's Partnership Could Change Your First Day of Work
CRM
Salesforce and Workday's Partnership Could Change Your First Day of Work
Salesforce and Workday's Partnership Could Change Your First Day of Work
Jul 25, 2024
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1 Min Read
byLisa Schmeiser
Conversations in Collaboration: Cresta’s Ping Wu on Giving “Superpowers” to Contact Center Managers
Customer Experience
Conversations in Collaboration: Cresta’s Ping Wu on Giving “Superpowers” to Contact Center Managers
Conversations in Collaboration: Cresta’s Ping Wu on Giving “Superpowers” to Contact Center Managers
Jul 25, 2024
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1 Min Read
byMatt Vartabedian
Five9 Study Highlights the Value of AI In Healthcare
Customer Experience
Five9 Study Highlights the Value of AI In Healthcare
Five9 Study Highlights the Value of AI In Healthcare
Jul 25, 2024
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1 Min Read
byZeus Kerravala
Why Recent AI-linked Lawsuits Will Impact Your Contact Center
Customer Experience
Why Recent AI-linked Lawsuits Will Impact Your Contact Center
Why Recent AI-linked Lawsuits Will Impact Your Contact Center
Jul 24, 2024
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1 Min Read
bySheila McGee-Smith

Editor's Spotlight

How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations
Ccaas
How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations
How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations

Dec 16, 2024

How Talkdesk Delivers for Vertical Industries
Ccaas
How Talkdesk Delivers for Vertical Industries
How Talkdesk Delivers for Vertical Industries

Dec 5, 2024

How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity
Ccaas
How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity
How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity

Dec 17, 2024

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