Agentic AI used to augment human contact center agents may lead to new and improved customer service delivery.

The company says that improving AI competency will allow a human workforce to enjoy greater agency within their jobs in ...

This year, enterprise communications professionals will be figuring out how to augment the human workforce while also ...

From a marketing and adoption standpoint, humanizing AI agents can lower the barrier to first use. Karina Tymchenko, founder of digital marketing firm Brandualist, says vendors often see higher ...

In 2025, 47.9% of companies used the contact center platform as the primary interface for agents, and 43.2% used the CRM ...

Ensuring autonomous workflows perform with consistent reliability and accuracy is core to customer experience; CX assurance ...

One of the primary sales pitches that CCaaS vendors give to prospective customers with customer-facing demands is that AI can be used to provide a fulfilling experience to the people who need a ...

Turning the corner on the new year has left numerous enterprise IT managers trying to refine their communications budgets, scratching their heads, and then shrugging as they try to answer the question ...

I had a frank conversation with the then CEO of Avaya, Alan Masarek in August 2022. In Avaya: Reasons To Be Optimistic, I documented some of the challenges the company faced, both with the portfolio ...

This week’s earnings call was also notable in Salesforce’s emphasis on its new term: the “agentic enterprise.” First used during its October 2025 Dreamforce event, the term “agentic enterprise” was ...