Short, checked, cited where we can. The announcements, the moves and the things worth a look.
Follow @cxtodaynewsMicrosoft added a historical dashboard for the Quality Evaluation Agent in Dynamics 365 Contact Center to its roadmap. It pulls completed evaluations into one view, tracking quality scores and trends across chosen date ranges with up to two years of history. General availability is slated for March 2027. AI scoring every call is useful; proving it's improving is better.
Microsoft has been named a Leader in Gartner's 2026 Magic Quadrant for CRM Customer Engagement Center, making it the only vendor in both that report and the CCaaS Magic Quadrant. Dynamics 365 Customer Service now folds in workforce engagement management and Copilot skills. Two quadrants make a great slide; buyers should still demand proof that the seams have gone.
Alchemer has launched Alchemer Voice, an AI-powered conversational insights tool that turns recorded customer calls, support tickets and other voice feedback into business intelligence. It identifies themes, sentiment shifts, customer concerns and potential churn risks, and connects conversation data with customer and business information.
Five9 has agreed to buy Level AI in a cash deal valuing the customer experience AI provider at about $325MN. The acquisition will add agent performance, interaction automation and customer conversation analytics, with Level AI available standalone or through Five9’s Genius CX Platform. The deal is expected to close in 2026.
In Brief runs on tips. A good nugget is short and specific — a launch, a hire, a funding round, a number, a neat find worth a look — and it lands best with a source link so we can check it and cite it. We read everything and curate what runs; nothing publishes automatically.
File it at the news desk →@cxtodaynews on X ↗Primary source · date · number · named spokesperson. Two of the four and we will usually run it.
