Jim Lundy
Customer experience voice
16 stories · newest first · 1 in 2026 · 0 in the last 90 days
Vonage AI Agents Show Why CX Automation Is Getting More Industry-Specific
Vonage’s vertical AI agents show CX automation moving beyond generic bots toward industry-specific workflows.
Alex Cole · 6 min read · 11 Jun 2026
Salesforce and Vonage Bring AI Voice Power to the Contact Center
Salesforce and Vonage launch a unified AI voice solution that boosts efficiency, reduces friction, and enhances customer engagement across every workflow.
Rhys Fisher · 5 min read · 19 Dec 2025
Which Are the Leading “Intelligent Contact Center” Providers? Aragon Research Gives Its Take
According to Aragon Research, the intelligent contact center (ICC) market is in flux. There are several catalysts. One example is in how more virtual agents ...
Charlie Mitchell · 5 min read · 2 Jan 2025
Contentsquare Launches New Analytics Platform in Bid to “Eliminate” Data Silos
Contentsquare has unveiled its new Experience Intelligence platform. Announced as part of the company’s summer releases, the solution aims to enhance users’ ...
Rhys Fisher · 3 min read · 13 Jun 2024
RingCentral MVP Rebrands as Employee Experience Platform ‘RingEX’
RingCentral is transforming RingCentral MVP into an employee experience-focussed platform, "RingEX" that will also leverage RingSense AI. According to the cl...
James Stephen · 3 min read · 25 Mar 2024
Who Are the Leading “Intelligent Contact Center” Vendors? Aragon Research Reveals Its Findings
Aragon Research introduced the “intelligent contact center” concept in 2018. In doing so, the analyst firm asserted that traditional voice response systems c...
Charlie Mitchell · 6 min read · 28 Nov 2023
What to Expect from RingCentral’s New CCaaS Platform: RingCX
With a CEO change and an extension of its conversational intelligence business, RingCentral threw the cat amongst the CX pigeons last week. Yet, amongst the ...
Charlie Mitchell · 4 min read · 16 Aug 2023
RingCentral Announces CEO Change, Unveils a New CCaaS Platform
Tarek Robbiati is the new CEO of RingCentral, with Vlad Shumnis stepping down after an impressive 24 years in the role. The move marks the first CEO transiti...
Charlie Mitchell · 5 min read · 8 Aug 2023
Salesforce Announces AI Cloud - with a Lofty Price Tag
Salesforce has teased a new product suite – "AI Cloud" - to bolster its position in the crowded customer experience AI market. The announcement is the vendor...
Charlie Mitchell · 3 min read · 14 Jun 2023
Bigtincan to Acquire Sales Readiness Platform Brainshark
Sales enablement platform Bigtincan has announced the acquisition of sales readiness provider Brainshark. Brainshark’s offering includes training, coaching a...
William Smith · 2 min read · 30 Aug 2021
Uberflip Named Hot Vendor by Aragon Research
Uberflip, the leading cloud-based content experience platform, announced that it has been selected as one of four Hot Vendors in Content Experience in 2021 b...
Sandra Radlovački · 1 min read · 5 Aug 2021
Five9 Extends Practical AI Solutions
Five9 has announced a number of brand new platform enhancements making it easier to deploy customer-and-agent-facing AI solutions in the contact centre. The ...
Carly Read · 3 min read · 2 Aug 2021
Five9 Leader in Aragon Research Globe for AI
Five9 has been positioned as a Leader in the first Aragon Research Globe for Conversational AI. The report notes strengths for Five9, including its focus on ...
Carly Read · 2 min read · 30 Jul 2021
Avaya Positioned as Contact Centre Leader by Aragon
Avaya has been hailed a Leader in The Aragon Research Globe for Intelligent Contact Centers (ICC) 2021. According to the report, authored by Aragon Research ...
Carly Read · 2 min read · 16 Jul 2021
Inference Solutions Named 2020 Hot Vendor
Intelligent virtual agent solution provider, Inference Solutions, recently achieved a new accolade. Aragon Research named the company its Hot Vendor for Conv...
Rebekah Carter · 2 min read · 10 Jul 2020
Introducing New Innovations for Avaya IX Contact Center
World-renowned communications provider, Avaya, recently unveiled the latest developments in its Avaya IX Contact Center solution. Avaya is now offering a wid...
Rebekah Carter · 3 min read · 7 Oct 2019