Contact Center Modernization Has a New Risk Profile
Contact center modernization now depends on cloud migration, AI governance, data quality, and change management. Here’s what buyers must get right.
Rob Wilkinson · 9 Sept 2026
The 57% Problem: Why Omnichannel Strategy is Stalling in 2026
Omnichannel customer communication has become one of the defining priorities for organizations looking to improve customer experience, increase operational e...
Nicole Willing · 8 Sept 2026
Ibex CX Integration: Is AI-to-Human Handoff the Real Test?
The ibex CX integration strategy is tackling one of the most challenging parts of CX: the AI-to-human handoff.
Rebekah Carter · 27 Aug 2026
The Ultimate Guide to CX AI Pricing: Which Model is Right for Your Contact Center?
Explore six CX AI pricing models, from per-seat and usage billing to credits and outcomes, and find the best fit for your contact center.
Rhys Fisher · 20 Aug 2026
IntouchCX Digital CX Says AI Roleplay Lifted CSAT by 7%. Should Companies Be Investing in Superpunch?
IntouchCX Digital CX is sharing incredible results for its AI roleplay solution, SuperPunch. Should companies pay attention?
Rebekah Carter · 20 Aug 2026
The Dialpad AI Contact Center and Agentic AI: What Dialpad Agentic AI Has Shipped, Slipped, and Left Unanswered
The Dialpad AI contact center is here, what's proven, what's still coming, and what's still next for CX buyers?
Rebekah Carter · 14 Aug 2026
Big CX News from Five9, Cisco, Meta & More
The latest and greatest news stories from the biggest vendors in the customer experience and service space, including: Five9, Cisco & Meta
Rhys Fisher · 14 Aug 2026
Capita CallSight Under Pressure: Can Banks Get AI Call Analysis Live Without Losing Control?
Capita CallSight might have found the perfect place to test it's pitch: financial analysis. Here's what buyers should know.
Rebekah Carter · 12 Aug 2026
Five9 Wins $100M Financial Services CCaaS Contract
Five9 has won a $100M CCaaS contract with a Fortune 100 financial services firm through Google Cloud Marketplace.
Rhys Fisher · 10 Aug 2026
Twilio Sees Voice AI Adoption Surge 50%+ Amid Growing CX Buyer Caution
Twilio reports 50%+ self-service voice growth, revealing how AI is moving from CX pilots toward production deployments.
Francesca Roche · 10 Aug 2026
Five Costly Mistakes Enterprises Make When Replacing a Legacy Contact Center Platform
The decision to replace a legacy contact center platform rarely comes at a convenient moment. It is usually triggered by a vendor in distress, a support cont...
Nicole Willing · 10 Aug 2026
AI-Powered BPO Is Eating Its Own Business Model: Can TaskUs AI Services Win What Comes Next?
Taskus AI services combine agentic customer service, human evaluation and trust and safety expertise.
Rebekah Carter · 8 Aug 2026
Inside Intelligent Workspace: How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era
Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage , about how intelligent workspaces are reshaping the agent experience...
Rob Wilkinson · 6 Aug 2026
Oracle vs SAP Contact Center: Which Autonomous CX Pitch Is Ready for the Real World?
Oracle vs SAP contact center, which autonomous CX solution has the most to offer larger contact centers?
Rebekah Carter · 6 Aug 2026
Freshworks Celebrates 90% Freshdesk Omni Migration With Autonomous Support Expansion
Freshworks advances its CX AI strategy with Freshdesk Omni, Freddy AI agents and growing autonomous customer support adoption.
Francesca Roche · 5 Aug 2026
Firstsource Kairos and Outcome-Based BPO: The Integration Test Most Buyers Skip
Firstsource Kairos could prove that Firstsource has the potential to fix BPO accountability issues once and for all.
Rebekah Carter · 4 Aug 2026
Avaya Names New CEO – Can He Keep Up with Agentic AI?
Avaya has named Jeff Clarke CEO. Can he protect its enterprise contact center base while keeping pace with agentic AI?
Rhys Fisher · 3 Aug 2026
IKEA Retrains 8,500 Call Center Staff as AI Bot Billie Takes Routine Queries
IKEA retrains 8,500 call center staff as AI bot Billie handles routine queries, turning automation into CX and sales growth.
Alex Cole · 3 Aug 2026
Enterprises Still Running On Outdated Platforms Face Risks They Can No Longer Afford To Ignore
The contact center market has undergone significant change in recent years, prompting many enterprises to reassess the long-term viability of legacy platform...
Nicole Willing · 3 Aug 2026Big CX News from RingCentral, NiCE, Microsoft, Uber & Meta
The latest and greatest news and insights from the world of CX, including RingCentral, NiCE, Microsoft, Uber & Meta
Rhys Fisher · 31 Jul 2026
Verint Agent Factory: Can Hybrid Human-AI Workforce Orchestration Actually Work?
Verint's Agent Factory , launched at Engage 2026 alongside a completed Calabrio merger, is trying to become the control layer for a contact center workforce ...
Rebekah Carter · 29 Jul 2026
Tata Communications Kaleyra: The Contact Center as an Interaction Fabric
Tata Communications Kaleyra review: how CCaaS, TX Hub, Kaleyra.ai and NiCE combine for AI-first enterprise CX.
Alex Cole · 28 Jul 2026
Can RingCentral and NiCE Finally Unite UCaaS and CCaaS?
NiCE will resell RingCentral RingEX while RingCentral extends its CXone deal. Can the partnership deliver integrated UCaaS and CCaaS?
Rhys Fisher · 27 Jul 2026
Moving Beyond Legacy Contact Centers to Future-Proof CX: What Enterprise Buyers Need to Know
In this CX Today interview, Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO at Content Guru , about the market forces reshaping contact c...
Nicole Willing · 27 Jul 2026
Monzo’s Customer Operations Team Shows Why Digital Banking CX Is a Trust Operation
Monzo customer operations analysis: how app-first banking CX scales trust through self-service, AI, chat, and human support.
Alex Cole · 23 Jul 2026
Ericsson Appoints New Vonage CEO to Accelerate Its Turnaround
Ericsson has named Christophe Van de Weyer as Vonage CEO, tasking the former API leader with accelerating CPaaS and network API growth.
Rhys Fisher · 23 Jul 2026
Avaya Ends New Sales of Agent for Desktop as Legacy Contact Center Migration Pressures Mount
Avaya is ending new sales of Agent for Desktop, prompting enterprise CX leaders to reassess legacy platforms and migration plans.
Nicole Willing · 20 Jul 2026
Genesys Cloud CX: The New Test for Enterprise Contact Centers
Genesys Cloud CX analysis: how AI-powered experience orchestration is reshaping large enterprise contact centers and CX operations.
Alex Cole · 20 Jul 2026
CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft
A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually look...
Rob Scott · 20 Jul 2026
The Amazon Connect Ecosystem Has Moved Past Plumbing. That’s Exactly Why Buyers Should Look Closer
The Amazon Connect ecosystem is evolving, here's what buyers should be looking at heading into the next year.
Rebekah Carter · 19 Jul 2026
Why Salesforce Agentforce Contact Center Just Changed the Automation Scorecard
Salesforce Agentforce Contact Center is building a strategy around resolving customer queries, not just deflecting them
Rebekah Carter · 17 Jul 2026
How Age UK Uses Twilio To Tackle The Loneliness Epidemic
Discover how Twilio Flex helps Age UK deliver telephone companionship to isolated older people across the UK.
Francesca Roche · 16 Jul 2026
Vonage On Bridging ITSM And CSM In ServiceNow Without Losing Context
Enterprises already run mature ITSM processes. Many also run customer-facing service operations with different priorities and tools. The trouble starts when ...
Rob Wilkinson · 16 Jul 2026
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
Debt Collection Needs a Human Touch. SequenceShift Lets Customers Pay Privately on Any Channel
Debt collection is one of the most emotionally charged interactions a contact center handles. Unlike a retail purchase or a service query, a debt collection ...
Nicole Willing · 14 Jul 2026
Cresta Targets Contact Center AI Deployment Gap
Cresta says contact center AI deployment fails when agent readiness lags. Its new simulator aims to improve AI training.
Sophie Wilson · 9 Jul 2026
Your Contact Center AI Is Cutting Costs; It Should Be Driving Revenue
You’d be surprised at just how many CEOs are picking up the phone and calling their own contact centers. Not to check on staffing levels or review a transcri...
Rhys Fisher · 9 Jul 2026
The Public Sector AI Shift Is Accelerating and Some Teams May Be Left Behind
Public sector transformation does not move on hype alone. It moves under pressure, scrutiny, and long-term delivery demands. This conversation explores what ...
Rob Wilkinson · 9 Jul 2026
Vonage Integration with ServiceNow Addresses the "Two-Desktop" Challenge
Service leaders already know the pattern. A call comes in and an agent starts hunting. They jump between the telephony desktop, ServiceNow, and whatever syst...
Rob Wilkinson · 8 Jul 2026
How Casio Is Transforming CX With RingCentral - One Deliberate Step at a Time
Casio's Mike Bagala on replacing legacy infrastructure with RingCentral and using AI for agent quality control
Rob Scott · 7 Jul 2026
How ODEON Cinemas is Redefining Empathetic Guest Service With Zendesk
How ODEON Cinemas used Zendesk to balance AI efficiency with empathetic, human-centred guest service at scale.
Francesca Roche · 7 Jul 2026
Agentic Payments Are Here. SequenceShift’s Paytext Keeps the Conversation Human and the Payment Compliant
Contact centers are actively deploying artificial intelligence in routing, summarization, agent assist and real-time transcription, but one step in the custo...
Nicole Willing · 7 Jul 2026
Cityside Fiber's CX Leader on AI, Soft Skills, and Owning Your Seat at the Table
Cityside Fiber's Andrew Rios on rising customer expectations, why coachability beats skills, and tips for CX leaders starting their AI journey
Sophie Wilson · 2 Jul 2026
Cresta's CMO on the Unified AI Workforce - and Why Synthetic Customers Are the Next Big Thing
Cresta CMO Russel Banzon on why AI agents work best alongside humans and how synthetic customers will transform enterprise CX
Sophie Wilson · 2 Jul 2026
NiCE World London: Sopra Steria, AWS and the New Trust Test for CX AI
NiCE World London Day 1 focused on trusted CX AI, with Sopra Steria proof, AI partner standards, and AWS sovereign cloud support.
Alex Cole · 2 Jul 2026
AWS Summit DC 2026: 4 Key CX Announcements
AWS Summit DC 2026 produced four announcements CX leaders should act on, including CLEAR's Amazon Connect integration
Rhys Fisher · 1 Jul 2026
What's Keeping CX Leaders Up at Night? CMP's Nicole Kyle Has the Data
CMP Research's Nicole Kyle on the three customer contact crises of 2026: fragmented data, failing self-service, and AI change mismanagement
Rob Scott · 1 Jul 2026
Genesys Acquires Pinkfish to Close the Contact Center Automation Gap
Genesys has acquired agentic orchestration firm Pinkfish, aiming to help contact centers move from customer conversation to enterprise action
Rhys Fisher · 30 Jun 2026
Is Your Self-Service Strategy Reducing Costs or Trapping Valuable Customers in Support Loops?
If your self-service customer support strategy is trapping people in automation doom loops, you're in for a world of trouble.
Rebekah Carter · 29 Jun 2026
NiCE World London 2026 Is Almost Here, and the CX Agenda Looks Hard to Ignore
NiCE World London 2026 will bring CX leaders, AI specialists, and enterprise decision-makers to Olympia London on July 2 for its main event day, with July 1 ...
Rob Wilkinson · 26 Jun 2026
The Reality of Voice AI in the Contact Centre: From Pilot to Production
In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of Product Management at AudioCodes , about the practical reality of moving Voice AI ...
Marcus Law · 25 Jun 2026
What to Look for When Purchasing Contact Center Software: The 2026 Buyer's Guide
Evaluating contact center software in 2026? This buyer's guide covers the seven criteria that matter most, including key AI capabilities.
Sean Nolan · 24 Jun 2026
Amazon Connect Customer Brings Live Sync and the Agentic CX Designer to CCW - Here Is Why That Matters
Live Sync. The Agentic CX Designer. A United Airlines first deployment. Here is what Amazon Connect Customer is announcing at CCW Las Vegas 2026 and why it matters.
Rob Scott · 22 Jun 2026
What Traditional Outsourcing Contracts Are Actually Costing You
Hourly outsourcing contracts often hide their true commercial cost behind seemingly efficient per ‑ hour metrics, masking missed revenue opportunities. Outco...
Francesca Roche · 18 Jun 2026