After dealing with a fragmented tech stack, Aterian rebuilt its CX around Genesys Cloud.

The concerns and priorities of organizations have mostly stayed the same, with some changes regarding real-time and siloed ...

Adoption of the Agentforce platform is gathering steam, with 12% of the company’s estimated 150,000 customer base having now ...

As AI assistants become the norm, enterprises must make sure your retention and eDiscovery policies are ready.

Decentralized data storage was much easier to manage before data was launched into the clouds. Now, geographic and regulatory ...

Along with featuring AI-using customers like Centrica and Priceline, Amazon Connect doubled down on its “Connect is AI” ...

The business analytics company’s new Data Maker allows organizations to create synthetic data for AI training.

Single-platform meeting rooms are adding unproductive friction to the hybrid workplace. Here’s how to address the challenge ...

With this new collaboration, Zendesk continues its ongoing repositioning as a one-stop customer experience shop.

A new Theta Lake survey found that AI tools and the content they create need better guardrails and compliance checks.

8x8 rolled out several upgrades to its core products last week with an eye toward helping its expanding global customer base ...

As AI takes over routine inquiries, contact centers must redesign workflows that protect—not pressure—their frontline staff.