Oracle’s Agentic AI Gamble: Replacing Human Support to Fund Data Centers
Oracle’s Q4 earnings show huge AI growth, but layoffs across support and success raise new risks for enterprise CX leaders.
Rob Wilkinson · 16 Sept 2026
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
Rhys Fisher · 10 Sept 2026
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
Rhys Fisher · 10 Sept 2026
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
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
Rhys Fisher · 2 Sept 2026
New York Mets Turn to RingCentral for Cloud-Based Fan Engagement
The New York Mets are deploying RingCentral to modernize employee communications, scale sales outreach, and strengthen fan engagement.
Francesca Roche · 2 Sept 2026
Avaya’s AI Strategy Warning: CX Vendors Are Splitting Fast
Zeus Kerravala of ZK Research joins CX Today to discuss which CX vendors are leading on AI, where Avaya stands, and what buyers should watch next.
Rhys Fisher · 31 Aug 2026
Google Cloud and Verizon Double Down on AI-Powered Customer Experience
Google Cloud and Verizon are expanding Gemini Enterprise to automate customer service, strengthen network operations, and scale enterprise AI
Rhys Fisher · 25 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
Genesys Puts AI Trust at the Center of Its Agentic CX Strategy
Genesys is putting AI governance, transparency, and cloud resilience at the heart of its agentic AI strategy for contact centers.
Rhys Fisher · 11 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
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
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 2026
Big 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
How BYOB is Reshaping the Cost of Pipeline Generation
Outbound pipeline generation has long been constrained by workforce availability, with even the most advanced dialers and automation tools still relying on h...
Francesca Roche · 28 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
Gartner to CX Leaders: Stop Treating AI Agents Like Employees
Gartner VP Analyst Kathy Ross explains why managing AI agents like human employees is a costly mistake, and who should own AI oversight.
Rhys Fisher · 22 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
Why Cancellation Friction Is Becoming a Major CX Liability
Ofcom's record £28M fine against Virgin Media exposes how friction-by-design became a business model, and why regulators are out of patience
Rhys Fisher · 14 Jul 2026
Zoom Brings AI Receptionist to Any Phone System – No Zoom Phone Required
Zoom's standalone Virtual Agent Receptionist brings AI call handling to any existing phone system. No Zoom Phone required.
Rhys Fisher · 9 Jul 2026
Meta Brings AI Business Agent to WhatsApp to Power 24/7 Customer Service
Meta's WhatsApp AI Business Agent handles queries, bookings, and lead qualification 24/7 — here's what it means for your CX strategy.
Rhys Fisher · 8 Jul 2026
Why Most CX Migrations Fail – And How to Avoid It
When a CX migration goes sideways, the post-mortem almost always points the finger at technology. If this were a whodunit, technology would be the butler, th...
Rhys Fisher · 30 Jun 2026
The CX Modernization Sequence That Pays
Ask ten enterprise CX leaders what they're modernizing first, and you'll likely get ten different answers. Some are deep into AI pilots, others are finally c...
Rhys Fisher · 25 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
From Pilot to Production: How AudioCodes Live Hub Makes Voice AI Contact Centres Work at Scale
Building a voice AI agent has never been easier. LLMs are highly capable, and convincing proof of concepts that can be achieved in days. The difficulty often...
Marcus Law · 18 Jun 2026
Why Enterprise Voice AI Projects Stall Before They Reach Production
The pilot worked. The production deployment did not. For most enterprises, the difference comes down to one thing they did not plan for: the voice layer. It ...
Marcus Law · 11 Jun 2026
Why AI Trained to Say “No” Is Failing Your Customers
There is a growing narrative that AI in customer service is being trained to “say no,” prioritizing containment and deflection to avoid passing customers ove...
Nicole Willing · 10 Jun 2026
Is Zoom the Most Interesting Company in CX Right Now? Zeus Kerravala Thinks So
ZK Research analyst Zeus Kerravala breaks down Zoom's shift from video meetings tool to AI-powered system of action — and what it means for CX
Rhys Fisher · 8 Jun 2026Big CX News from Salesforce, Cisco, NiCE & Afiniti
The latest news and insights from the world of CX and customer service, including Salesforce, Cisco, NiCE & Afiniti
Rhys Fisher · 5 Jun 2026
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.
Rhys Fisher · 3 Jun 2026
Cisco Launches AI WEM, AI Concierge, and Agent 360 at Cisco Live
Cisco has unveiled three major AI-native products at Cisco Live 2026: AI WEM, AI Concierge, and AI Agent 360
Rhys Fisher · 2 Jun 2026Big CX News from Zoom, Salesforce, Sprinklr & IBM
The latest news and insights from the world of CX and customer service, including Zoom, Salesforce, Sprinklr & IBM
Rhys Fisher · 29 May 2026
Salesforce's AI Agents Are Now Outworking Its Human Support Teams
Agentforce hits $1B ARR as Salesforce Q1 results reveal AI agents handling double the inquiries of human support staff.
Rhys Fisher · 28 May 2026
Big CX News from Zendesk, Qualtrics, 8x8 & Sprinklr
The latest news and insights from the world of CX and customer service, including Zendesk, Qualtrics, 8x8 & Sprinklr
Rhys Fisher · 22 May 2026
Openreach's Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
Openreach's NPS was below zero. Missed appointments were rife. Here's how NiCE Cognigy's proactive AI agents turned that around.
Rhys Fisher · 21 May 2026
Is AI Breaking Down the Walls Between CC and UC? 8x8 Thinks So
8x8 CEO Samuel Wilson says the walls between CCaaS and UCaaS are coming down. With Engage interactions up 300% YoY, is this proof?
Rhys Fisher · 20 May 2026
Zendesk Declares the Chatbot Era Dead, Unveils Autonomous Service Workforce
Zendesk has unveiled its Autonomous Service Workforce, replacing deflection-based chatbots with outcome-priced AI agents.
Rhys Fisher · 19 May 2026
6 Questions to Ask Your AI Vendor Before You Commit
AI is changing too quickly for static decisions. With models, vendors, and regulations shifting rapidly, buyers need to evaluate more than capability at the ...
Nicole Willing · 18 May 2026Big CX News from Vonage, Claude, Fin (Intercom) & Cisco
The latest news and insights from the world of CX and customer service, including: Vonage, Claude, Fin (Intercom), and Cisco
Rhys Fisher · 15 May 2026
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.
Francesca Roche · 15 May 2026
Cisco Cuts 4,000 Jobs – But is Webex Contact Center Safe?
Cisco posted record revenue but left Webex off its investment priorities. Here's what the Q3 restructuring means for contact center customers
Rhys Fisher · 14 May 2026
Intercom Rebrands to Fin as AI Agent Becomes the Core Business
Intercom has officially renamed its company to Fin, putting its AI customer agent at the center of the business.
Rhys Fisher · 13 May 2026
HubSpot's Customer Agent Hits 70% Resolution Rate in 12 Months
HubSpot's Customer Agent now resolves 70% of support conversations autonomously, up from 20% a year ago. What it means for the contact center
Rhys Fisher · 12 May 2026
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.
Rhys Fisher · 11 May 2026
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.
Rhys Fisher · 11 May 2026
The New AI Risk No One Is Talking About: Lock-In
The conversation around AI risk tends to focus on model performance, hallucinations, or compliance. Yet a quieter, more structural issue is emerging that has...
Nicole Willing · 11 May 2026Big CX News from ServiceNow, Five9, Twilio & Microsoft
The latest and greatest news from the world of CX and customer service, including: ServiceNow, Five9, Twilio & Microsoft
Rhys Fisher · 8 May 2026
Is Agentforce Contact Center the Fix for CX Fragmentation, or a New Risk Layer?
Zeus Kerravala and Dave Michels debate whether Salesforce's Agentforce Contact Center is a genuine step forward for CX or a new layer of risk.
Rob Wilkinson · 8 May 2026
Genesys Brings Voice to WhatsApp to Fix Channel-Switching
Genesys and Meta have deepened their WhatsApp partnership, unifying voice, messaging, and AI in one platform.
Rhys Fisher · 6 May 2026
Google Confirms 800% AI Agent Revenue Growth
Alphabett has revealed 800% YoY growth from Google enterprise AI agents and a $462B backlog, signaling a shift from pilots to real commitment.
Rhys Fisher · 5 May 2026
Five9 Bets on a Unified CX Platform as AI Reshapes Contact Centers
Five9 Q1 highlights AI momentum, unified CX platform strategy, and fixed commitments replacing seat-based contact-centre pricing.
Francesca Roche · 4 May 2026
WhatsApp Is Becoming a Contact Center – Meta's Numbers Prove It
Meta reports a 10x surge in business AI conversations on WhatsApp & Messenger. Will this impact the future of customer service channels?
Rhys Fisher · 30 Apr 2026
Microsoft Confirms the Per-Seat Model Is Losing Ground in Customer Service
Nearly 60% of Microsoft's service customers are already on usage-based credits. Why are companies moving away from per-seat AI pricing?
Rhys Fisher · 30 Apr 2026
Amazon Connect Is Now Amazon Connect Customer – The Name Change Is Only Part of the Story
AWS has rebranded Amazon Connect as Amazon Connect Customer, expanding the platform into a family of four agentic AI solutions.
Rhys Fisher · 29 Apr 2026
Microsoft Deploys Three AI Agents to Automate Contact Center Operations
Microsoft has launched three new AI agents in Dynamics 365 Contact Center: Customer Assist, Quality Assurance, and Service Operations
Rhys Fisher · 28 Apr 2026
Why the Network Layer Is Now a CX Problem
AI voice agents are exposing latency gaps that legacy SIP systems can't handle. With the UK PSTN shutdown looming, CX teams must act now
Rhys Fisher · 27 Apr 2026
Why CX Teams Can't Afford to Ignore the Network Layer Any Longer
PSTN shutdown pushes CX teams to rethink networks, latency and observability as AI voice reshapes performance
Rhys Fisher · 23 Apr 2026
Meta Is Building AI Agents From Keystrokes – Are Contact Centers Next?
Meta is training AI agents on employee keystrokes. Should contact center leaders be scrutinizing how their own vendors source training data?
Rhys Fisher · 22 Apr 2026
Why 8x8 Is Betting on Synthflow to Modernize Enterprise Voice AI
Synthflow AI and 8x8 have formed a strategic partnership to bring agentic AI agents to enterprise contact centers.
Rhys Fisher · 21 Apr 2026