Why Thoma Bravo Should Buy Five9
Five9 has credible CCaaS but lacks native WFM, and Thoma Bravo already owns the other half of the solution. But does the deal makes sense?
Zeus Kerravala · 14 Jul 2026
Pitch‑Perfect CX: World Cup Lessons from Infobip’s AI Fan Companions
Are Infobip's PitchMate and RaceMate more than World Cup stunts? Discover the agentic CX patterns that can enhance customer engagement
Zeus Kerravala · 6 Jul 2026
Why Talkdesk Says CCaaS Is Dead – And Why Customer Experience Automation Is Next
Explore the future of Customer Experience Automation through insights from the Talkdesk industry analyst summit in Savannah.
Zeus Kerravala · 11 Dec 2025
Lessons Learned from Amazon Connect Horizons
Earlier this month, Amazon Web Services (AWS) held its inaugural Amazon Connect Horizons industry analyst conference. Like most analyst events, AWS used the ...
Zeus Kerravala · 21 Oct 2025
Why Is NiCE Spending Almost $1BN on Cognigy? A Deep Dive
This week, CCaaS leader NiCE announced it was acquiring Cognigy, one of the pioneers in the conversational AI space, for $955MN. That $955MN figure represent...
Zeus Kerravala · 1 Aug 2025
An Analyst's Take on the Forrester Wave for Contact Center as a Service (CCaaS) 2025
Decision tools such as the Gartner Magic Quadrant and Forrester Wave have become relied upon by IT decision makers to help clarify the muddy waters of techno...
Zeus Kerravala · 7 Jul 2025
Five9 Brings AI Agents to Market With a Shot of Trust and Governance: A Recap
At Customer Contact Week (CCW) 2025, Five9 introduced two major additions to its customer experience (CX) platform: AI Agents and AI trust & governance. Buil...
Zeus Kerravala · 19 Jun 2025
Talkdesk Drops Two New CCaaS Products, Targets Small Businesses and Utility Companies
Talkdesk has rolled out two new products to help small businesses and utility companies modernize how they serve their customers. The CCaaS stalwart built bo...
Zeus Kerravala · 6 May 2025
The 8x8 Analyst Summit 2025: 5 Top Takeaways
Earlier this month, 8x8 held its analyst summit at St. Mary’s Stadium, the home of the Southampton Football Club. The venue proved a smart choice. After all,...
Zeus Kerravala · 17 Apr 2025
RingCentral’s 2025 Analyst Summit: 5 Big Takeaways
Last week, RingCentral held its annual analyst summit in Napa Valley. While this event, and ones like it, set the stage for vendors to provide a look at wher...
Zeus Kerravala · 4 Mar 2025
Avaya and Partners Bring the Benefits of AI to Diverse Organizations
If the classic movie The Graduate were remade today, Mr. McGuire's career advice to new college graduate Benjamin Braddock wouldn’t be “plastics.” It would b...
Zeus Kerravala · 23 Oct 2024
AI In the Contact Center: 5 Starting Points
The hype around AI in communications, particularly the contact center, is at an all-time high. The technology promises to streamline operations, improve cust...
Zeus Kerravala · 14 Oct 2024