Latest Contact Center Articles

Why Emotional Loyalty Outlasts Any Points Program — and What AI Can't Replace

Agentic AI in CX: Friend or Foe of Human Agents?

What NiCE's Q1 2026 Results Reveal About Agentic AI in the CX Enterprise

8x8 Updates Platform for CX with AI Studio, Real-Time Analytics and Silent Mobile Authentication

ASAPP Adds 5 AI Agents to Customer Experience Platform

Amazon Acquires NLX to Accelerate No-Code AI Deployment in Connect

Salesforce Agentforce Contact Center Review: Strengths, Gaps and How It Compares to Rivals

Twilio Launches Flex SDK, Salesforce Voice Integration to Unify CCaaS and CPaaS

The Contact Center Cost Cut That Actually Improves CX

Where Agentic CX Actually Pays Off (And Where It Doesn’t Yet)

Cresta Launches Knowledge Agent for Contact Centers

Spectrum & RingCentral Launch AI Contact Center Suite

Talkdesk Launches Customer Experience Automation Operations Center

Salesforce Launches Agentforce Contact Center to Unify AI, Voice and CRM

CallMiner Adds AI Classifiers & Custom Summaries to CX Platform

AVOXI Launches Trusted Outbound Voice to Fight Spam Labels

FCC Offshore Call Center Proposal Puts Customer Experience Leaders on Notice

RocketPhone.ai Reports 1,100% Customer Surge as Conversation Intelligence Demand Rises

26 Call Center Statistics Every CX Leader Should Know for 2026

Will AI Cost More Than Offshore Human Agents in Customer Service?

Zoom Virtual Agent 3.0 Adds End-to-End AI Resolution for Customer Service

Verint Adopts Unified Brand After Calabrio Merger

Scala Exits Stealth With $8.5M for Contact Center Intelligence

Medallia’s AI Bet in Vegas: Can Customers Move From Insight to Action?

Contact Center AI Didn’t Plateau. It Went Operational.

Genesys Launches LAM-Powered Agentic Virtual Agent

When Contact Center AI Starts Working Against Agents