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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.

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?

Zoom Is Turning CX Into A Revenue Engine, Should Legacy CCaaS Be Worried

Zoom’s Q1 FY2027 call signals aggressive CCaaS disruption, paid AI attach in ZCX deals, and early moves toward outcome-based AI pricing.

NiCE's $670M HMRC Megadeal – Is Enterprise CCaaS Now a Two-Horse Race?

COMMfusion's Blair Pleasant breaks down the NiCE HMRC CCaaS deal, covering hyperscalers, the Capgemini factor, and the 8-year contract.

What NiCE's $670M HMRC Deal Really Tells Us About Enterprise CCaaS

The $670M HMRC contract reveals why enterprise CCaaS procurement keeps coming down to NiCE and Genesys — and where hyperscalers fall short.

Why Salesforce's Agentforce Contact Center Won't End the CCaaS-CRM Battle

Salesforce is pushing hard into the contact center with Agentforce, but experts say the CCaaS-CRM convergence battle is far from over.

Is the Standalone Contact Center Dead? Why Zoom’s Q2 Signals a Vendor Purge

Zoom’s Q2 results suggest CX buyers are rethinking standalone contact centers as AI, UCaaS, CCaaS, and employee experience converge.

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.

RingCentral Turns Microsoft Teams into a Contact Center

Can RingCentral close the UCaaS-CCaaS gap inside Teams? We break down what CEB delivers for enterprise CX teams.

GenAI Is Growing at 34% CAGR — and It’s Exposing the Contact Center’s Biggest Weakness

Fragmented AI tools lose context. Here’s what “unified” really means for CCaaS, GenAI ROI, and CRM/ITSM integrations at scale.

How Cloud Voice AI Is Reviving the Contact Center in 2026

Explore how voice AI and CCaaS platforms are transforming contact centers through automation and scalable voice infrastructure.

Agentforce Contact Center and the New Battle Line: Where Should CX Live?

Salesforce Agentforce Contact Center splits analysts and vendors. Here’s what CRM-native CCaaS means for CX leaders weighing consolidation vs flexibility.

The Hidden Cost of Manual Contact Center Scheduling

8x8’s WFM customer base grew by more than 170% since November 2025 as contact centres seek simpler alternatives to spreadsheet-led planning. Lisa Orford explains why AI is changing the work agents handle, and why workforce, quality, and coaching data must increasingly work together.

How IAA Transformed Its Contact Centre with Five9 AI

At CCW Nashville, IAA and Five9 shared how an employee-first, AI-enabled contact centre strategy increased digital engagement, reduced case backlogs and improved NPS. The transformation shows why agent experience, trusted data and strategic partnerships are central to modern CX.

Muse Shows Why AI May Grow the Contact Center Again

Meta’s Muse has moved personal AI agents from consumer curiosity to contact center reality. Adoption, hands-on user testing, detection data, and vendor response all point to a harder CX question: how do enterprises serve AI acting for customers without losing trust?

Is Contact Center AI for Augmentation Missing the Opportunity?

89% of contact center leaders expect humans to remain central to customer support. So why are employee training and workforce readiness consistently ranked as the lowest priorities in AI investment decisions? The gap between stated intention and operational reality is striking.

Why 100% Interaction Analysis is the New Contact Center Standard

Bluecrest moved beyond sampled calls and manual dispositions to analyze every customer interaction. Its experience shows how contact centers can use AI to uncover customer intent, challenge internal assumptions, improve service journeys, and build a stronger foundation for automation.

Voice AI Lawsuits Put Contact Centers on BIPA Watch

A recent warning from Contact Center AI Association President John Walter points to a sharper BIPA risk for voice AI. After May lawsuits against Big Tech and newer claims against Walmart and Lowe’s, contact center buyers need to know when call recording becomes biometric processing.

Why Contact Center Buyers Must Rethink CX for 2026

ISG’s Research Director, Keith Dawson, says the contact center is becoming a customer engagement hub, forcing buyers to weigh AI governance, context, quality automation, and IT alignment alongside vendor rankings. The practical test is whether platforms now fit the operating model the business needs

As Contact Center AI Grows, Payment Data Needs Boundaries

AI is changing contact center operations, from summaries and analytics to bots and agent assist, but payment data needs firm boundaries before it reaches those workflows. De-scoping PCI data early is the simplest way to keep compliance firmly under control

Five Steps to Audit the Hidden AI Already Inside Your Contact Center

Most AI risk never looks like AI - it's already embedded in the contact centre tools agents use daily. TTEC Digital's Amit Namjoshi outlines five steps CX leaders can take to uncover hidden AI, classify its risk, assign ownership and build lasting governance

ISG, Telstra, Cresta, and ScorebuddyCX Expose AI’s Contact Center Test

ISG, Telstra, Cresta, and ScorebuddyCX show why contact center AI now depends on workflows, QA trust, governance, and value.

Contact Center AI Moves From Claims to Operating Proof

NiCE, Observe.AI, and Dialpad show how contact center AI is moving into healthcare, coaching, and fan service workflows.

Contact Center Weekly Roundup: Zendesk Targets Language Barriers as AI Control Wars Heat Up

This week’s contact center news includes Zendesk voice translation, Genesys AI orchestration, RingCentral’s Mets deal, and Verint research

Can Zendesk Cut Multilingual Contact Center Costs With AI?

Zendesk Real-Time Voice Translation promises lower multilingual contact center costs, but latency and escalation limits remain

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.

UJET Says Contact Center AI Adoption Is Moving Too Fast, Which Creates New Risks

Contact center AI adoption is accelerating, but UJET’s recent customer visits suggest speed alone is a weak measure of progress. This emerged as a central th...

Could Your Contact Center’s Sentiment Tool Break EU Rules?

Could your contact center emotion AI break EU rules? Learn how sentiment tools create risks for agents, customers, and compliance

TTEC Digital Lands First Agentforce Contact Center Go-Live

TTEC Digital completes the first live Salesforce Agentforce Contact Center deployment with Compass, showing agentic AI’s CX potential.

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.

What AI Needs to Actually Be Useful in a Contact Center

Contact center AI is only as useful as the environment it works inside. That may sound obvious, but it is where many AI projects start to fail. Leaders inves...

Is Microsoft’s AI Workforce Forecasting Enough for Contact Centers?

Microsoft AI workforce forecasting brings human and AI capacity planning together. But can its WEM stack improve contact center CX?

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?

The CRM Trap: Why Most Contact Centers Are Paying for Integrations That Don't Actually Work

Many contact centers have CRM integrations that technically work, but still fail the people who use them every day. That distinction matters because agents a...

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...

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?

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.

FCC Offshore Call Center Proposal: Why Smart Leaders Are Already Preparing

The FCC's offshore call center proposal has been public since March. In short, the proposal would introduce new rules on how US businesses handle offshore ca...

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.

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...

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

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.

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...

The Contact Center AI Governance Gap Is Costing You

When it comes to conversations about AI in the contact center, more often than not, the technology discussion is thorough, but the governance discussion is r...

What Does an AI-Native Contact Center Actually Look Like? Zoom CX Made the Case at CCW 2026

What is an AI-Native Contact Center? Architecture vs Add-Ons An AI-native contact center is one where AI is built into the core architecture from the ground ...

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

From Reactive to Agentic: What an AI Native Contact Centre Actually Looks Like

In this CX Today interview, Rob Wilkinson speaks with Jonathan Barouch, GM of Contact Center at Zendesk , about what “AI-native” and “agentic” actually mean ...

How to Improve Contact Center Agent Efficiency with AI: A 2026 Evaluation Guide

Six AI capabilities that measurably improve contact center agent efficiency in 2026 - with benchmarks, expert quotes, and buyer evaluation.

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.

Krisp Expands Contact Center AI Platform With Voice Security and Speech Analytics

Voice AI provider Krisp adds real-time voice security and automated speech analytics to help contact centers secure customer interactions.

AI Agents Are in Your Contact Center – Who's Governing Them?

There's a version of the AI conversation in the contact center that, to put it bluntly, has been done to death. We’ve all heard about the productivity gains,...

How AI Makes Contact Center Agents Better

Learn how AI augmentation helps contact center agents work faster, smarter, and with greater consistency

Tool Overload is Killing Your Contact Center from the Inside Out

Mitel's Stuart Aldridge on why contact center agents juggling 10-14 tools on a live call is a CX problem, not just an IT one.

Capgemini, NiCE & Route 101 Confirmed in $670M HMRC CCaaS Deal

HMRC has confirmed a multi-year contract with Capgemini, NiCE, and Route 101 to replace legacy infrastructure with NiCE CXone.

Your Board Wants ROI in Six Months - Your Contact Center Needs Eighteen

Is your board expecting AI ROI in six months while your contact centre needs eighteen? You're not alone — and that gap is producing some genuinely bad decisi...

Afiniti Wants to Own Contact Center AI Decisioning

Afiniti launches a unified AI decisioning platform for enterprise contact centers, targeting retention, routing, automation, and CX value.

Assembled Brings MCP to WFM as Contact Centers “Rewire” Around AI

Assembled launched an MCP server for contact center WFM, connecting Claude and ChatGPT to live workforce data for faster reporting and intraday actions.

Did Microsoft Just Turn WFM Into the Contact Center’s AI Budget Desk?

Microsoft Dynamics 365 adds AI Credit Estimation so contact centers can forecast AI credit costs alongside demand, signaling a new era for WFM.

AWS and TTEC Collaborate to Accelerate AI-Powered Contact Center Modernization

AWS and TTEC partner to modernize contact centers using Amazon Connect and AI-powered customer experience tools.

AI Is Leaving the Contact Center - Is Anyone Ready for What Comes Next?

AI-powered workforce engagement management is expanding beyond the contact center into back-office and field service operations.