3+ day, 14+ hour ago   (1019+ words) Home → Contact Center & Omnichannel​ The latest news and insights from the contact center space, including releases and announcements from Zendesk, Genesys, RingCentral & Verint The contact center AI race is increasingly focused on what happens during the conversation, not simply before…...

3+ day, 14+ hour ago   (1112+ words) Home → Customer Engagement & Journey Orchestration The 60% AI agent testing claim that could make or break LivePerson Conversational Cloud LivePerson’s 2026 roadmap is really about filling the gaps that appear once conversational AI has to survive an actual customer journey. Syntrix tests…...

3+ day, 18+ hour ago   (897+ words) Home → Contact Center & Omnichannel​ The vendor’s new voice translation tool promises broader coverage, but latency and escalation limits remain significant questions Zendesk has announced Real-Time Voice Translation for Zendesk Contact Center. The AI-powered capability translates live calls in both directions,…...

5+ day, 15+ hour ago   (757+ words) AI can accelerate customer journeys, but brands need intelligent friction to prevent confusion, discomfort and lost trust AI can predict, recommend and act in an instant, but customers still need time to interpret what is happening and decide whether they…...

1+ week, 4+ day ago   (1535+ words) Home → Customer Engagement & Journey Orchestration Can SAP Signavio turn process insight into better customer journeys? SAP Signavio can uncover the process failures damaging customer journeys and help teams govern the fix. It still relies on other SAP products to identify…...

1+ week, 5+ day ago   (1355+ words) Genesys’ 2026 State of CX report shows why enterprise leaders must connect AI, data, cloud, and human agents. Agentic orchestration is becoming the operational test behind every enterprise CX AI strategy, according to Genesys’ 2026 State of Customer Experience report. The report,…...

1+ week, 6+ day ago   (589+ words) As AI moves from assistance to autonomous execution, the commercial and operational models of enterprise CX are fundamentally breaking. For enterprise CX leaders, the implications are immediate. The metrics used to measure vendor value, the architecture required to support customer…...

2+ week, 1+ day ago   (1605+ words) Home → Contact Center & Omnichannel​ Healthcare contact center AI is moving closer to care. Can Mitel CX handle the risk? Mitel brings plenty to the healthcare contact center, but the proposal needs closer inspection. Buyers should confirm whether it includes Mitel…...

2+ week, 4+ day ago   (1441+ words) As UCaaS and CCaaS converge, CX leaders clinging to multi-vendor stacks risk bloated costs and disconnected customer journeys. Zoom reported Q2 FY 2027 revenue growth, but the bigger CX signal was platform consolidation. The standalone contact center now looks less like a…...

2+ week, 5+ day ago   (1582+ words) Home → Customer Engagement & Journey Orchestration Telnyx vs Sinch CPaaS: Which omnichannel CPaaS solution is best? Both Telnyx and Sinch sell enterprise communications infrastructure, but the CPaaS overlap only goes so far. Telnyx puts voice AI control, architecture, and unit economics…...