Key Takeaways: Contact Center Self-Service: The Evolving Interplay of Bots, IVR, and AI Agents Key Takeaways: * Coexistence over replacement: Successful self-service strategies now require orchestrating legacy IVR, scripted bots, and autonomous AI agents rather than simply swapping one for the other. * Data depend
Key Takeaways: Brevo’s $583 Million Funding Round Signals a CRM Market Reset Key Takeaways: * Brevo’s $583 million funding round positions the company to challenge the traditional boundaries between marketing automation and customer support. * The move signals a "CRM Market Reset," forcing CX and contact center le
Key Takeaways: Air Canada Overhauls Contact Center Operations with Amazon Connect Integration Key Takeaways: * Air Canada migrated from legacy on-premise systems to Amazon Connect to address scalability issues and data fragmentation. * The airline focused on fixing underlying data infrastructure to enable advanced
Key Takeaways: Adobe Moves into the Contact Center with New AI Release Targeting CRM and Data Strategy Key Takeaways: * Adobe is expanding its artificial intelligence capabilities specifically to address customer service and contact center workflows. * The release emphasizes the critical role of Customer Data Mana
Key Takeaways: 73% of CX Leaders Identify Silos as Major Barrier to Customer Experience Key Takeaways: * Data indicates that 73% of CX leaders believe organizational silos actively damage the customer experience. * The push for "seamless service" requires dismantling barriers between data, teams, and support chann
Key Takeaways: How AI Is Transforming Every Corner of the Contact Center From Agents to AI Agents Key Takeaways: * The integration of AI and automation is fundamentally reshaping contact centers, shifting the operational model from human-centric to a hybrid of human and AI agents. * CXCRM and Customer Data Managem
Key Takeaways: ServiceNow Expands Contact Center Strategy with New AI-Powered Tools Key Takeaways: * ServiceNow is deploying new AI-driven capabilities specifically designed to enhance contact center operations. * The updates focus on tighter integration with existing CRM data to streamline agent workflows. * The
Key Takeaways: What the AI Update Means for CX: Bridging Contact Centers and CRM Key Takeaways: • AI is fundamentally shifting the operational baseline for contact centers, moving from simple routing to predictive interaction management. • The effectiveness of omnichannel strategies now relies almost entirely on t
Key Takeaways: The Blueprint for Building an AI-First Contact Center: Moving Beyond the Phone Key Takeaways: * The industry is shifting from legacy phone-first strategies to a truly multimodal environment where voice is just one of many channels. * An "AI-first" approach requires a fundamental architectural change
Key Takeaways: Verint Sees Application Outside the Contact Center to Unify Marketing and Sales Data Key Takeaways: * Verint is positioning its platform capabilities beyond traditional customer service, specifically targeting marketing and sales use cases. * The strategy addresses a persistent enterprise failure to