Contextual Messaging is the New CX Gold Standard, MMDSmart Explains
Nicole Willing speaks with Karen Krivaa, Chief Marketing Officer at MMDSmart , about why so many businesses are still struggling to turn omnichannel ambiti...
Nicole Willing · 17 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
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2026: The Rundown
Twilio and Infobip lead Gartner's 2026 Magic Quadrant for CPaaS, with Vonage returning to the Leaders quadrant and 3 vendors debuting
Rhys Fisher · 29 May 2026
Twilio Evolves From CPaaS Origins With Next‑Gen Customer Engagement Platform
Twilio launches a next‑generation customer engagement platform built for AI agents and continuous, context‑rich conversations.
Francesca Roche · 6 May 2026
Big CX News from Twilio, Salesforce, FCC, and Sprinklr
This week’s CX highlights cover Twilio’s major renewal, AI layoff debates, FCC regulations, and Sprinklr’s AI upgrades.
Francesca Roche · 10 Apr 2026
The Webex Contact Center: 5 Capabilities You Won't Find Elsewhere
CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company , to deep dive on the Webex Contact Center. Cisco's cloud contact cent...
Charlie Mitchell · 8 Jan 2026
8x8 Expands APAC Customer Engagement with Maven Lab Deal
8x8 acquires Singapore-based Maven Lab to strengthen APAC messaging, automation, and orchestrated customer engagement strategies.
Rhys Fisher · 7 Jan 2026
How Data Layers and AI Are Rewriting the CCaaS Market
CCaaS market trends 2026 will hinge on data gravity, AI outcomes, and integration depth - plus consolidation and lock-in risk for buyers.
Sean Nolan · 7 Jan 2026
Why ERP Systems Matter More When Customer Expectations Keep Rising
Explore how ERP systems for CX can unify business functions, enhancing collaboration and improving customer experiences.
Rebekah Carter · 24 Dec 2025
The Customer Journey Black Hole: How a Unified Platform Illuminates the Unseen
Watch host Christopher Carey sit down with Gaurav Anand, VP and Head of Customer Interaction Suite at Tata Communications , to explore one of the most pressi...
Christopher Carey · 15 Dec 2025
Choose the Right Journey Orchestration Platform in 2026, or Risk Fragmented CX
Learn how to choose a journey orchestration platform in 2026 with clear goals, tech audits, capability checklists, vendor scorecards, and pilot strategies.
Rebekah Carter · 10 Dec 2025
AI Telecom Routing is the Answer to the Growing Costs of Legacy IVR
Discover how AI telecom routing boosts FCR, reduces misroutes and improves CX with smarter decisions across apps, voice, chat and network workflows.
Rebekah Carter · 2 Dec 2025
Why the Customer Journey Black Hole Has Become a Business Risk, Not Just a CX Issue
In today’s digital-first world, customers expect seamless, personalized experiences at every interaction with a brand. Yet, many enterprises are struggling t...
Christopher Carey · 25 Nov 2025
NiCE Integrates Functions in New Global Customer Operations Division
NiCE's new Global Customer Operations division reflects trend towards integrating functions to create a responsive client experience.
Nicole Willing · 18 Nov 2025
RingCentral Pushes UCaaS–CCaaS Convergence with Customer Engagement Bundle
RingCentral launches its Customer Engagement Bundle for RingEX, highlighting the growing convergence of UCaaS and CCaaS shaping unified experience platforms.
Rhys Fisher · 6 Nov 2025
Contact Center Expo UK 2025 – What to Expect
Explore the future of customer experience at Contact Center Expo 2025 and network with top professionals in the industry.
Francesca Roche · 5 Nov 2025
Inside Operata: The Rise of CX Observability for AI-Powered Contact Centers
As someone who has felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Oper...
Rob Scott · 22 Oct 2025
Sprinklr Takes on CCaaS Giants with a Broader Platform Strategy
Here’s the best-kept secret in cloud contact center technology: it has become largely commoditized. Of course, some can offer a better voice platform, data s...
Charlie Mitchell · 15 Oct 2025
The Latest BIG News from ISG, Thoma Bravo, Talkdesk, & Verint
From key insights in this year's ISG Contact Center Buyers Guide to new specialized bots at Verint, here are extracts from some of this week’s most popular n...
Francesca Roche · 26 Sept 2025
Oracle Appoints Two New co-CEOs: So What?
Oracle has announced an immediate CEO change to accelerate the company’s progression into a "hyperscale cloud powerhouse". Clay Magouyrk and Mike Sicilia wil...
Francesca Roche · 23 Sept 2025
The ISG Contact Center Buyers Guide 2025: 7 Top Takeaways
The contact center technology market is crowded, with more players from a CRM, UCaaS, and even CPaaS heritage sensing an opportunity to win business in the s...
Chris Porter · 22 Sept 2025
Genesys and Zoom Quietly Push Customer Service and ITSM Closer Together
Over the past year, Genesys and Zoom have launched tight integrations with ServiceNow Customer Service Management (CSM), the widely utilized customer support...
Charlie Mitchell · 15 Sept 2025
Twilio's New Vision: “To Become the Customer Experience Layer of the Internet”
Twilio CEO Khozema Shipchandler has outlined the company’s vision to "become the customer experience layer of the internet." In an interview with The Motley ...
Rhys Fisher · 12 Sept 2025
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2025: The Rundown
The Magic Quadrant for CCaaS is back, and once again, NiCE and Genesys lead the way. AWS, Five9, and Talkdesk join them in the Leader square, with the latter...
Charlie Mitchell · 10 Sept 2025
Cisco Confirms Two $1BN+ Megadeals, Including Webex
Cisco has confirmed that two enterprises placed mega-orders worth over $1BN during fiscal year (FY) 2025. Notably, from a customer experience perspective, bo...
Rhys Fisher · 14 Aug 2025
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2025: The Rundown
Several trends are sweeping the CPaaS space. These include the convergence of CPaaS with other tech markets, new channels (like RCS), and a little something ...
Charlie Mitchell · 29 Jul 2025
What is a Customer Data Platform: The Ultimate CDP Software Guide
What is a Customer Data Platform? It’s a question that’s getting harder to ignore inside enterprise boardrooms, and harder to answer with old definitions. A ...
Rebekah Carter · 22 Jul 2025
Is CCaaS + UCaaS + CPaaS Compelling for Enterprise Contact Centers?
The CX industry has long touted the benefits of CCaaS, UCaaS, and CPaaS on one unified platform. Yet, a converged enterprise communications stack isn’t turni...
Charlie Mitchell · 21 Jul 2025
What Is CPaaS? A Definition, Use Cases, and Top Providers
A Communications Platform as a Service (CPaaS) platform allows businesses to inject communications into their organizational workflows
Rebekah Carter · 18 Jul 2025
Gartner Drops the Term “CXaaS” After Industry Pushback
Gartner is abandoning "CXaaS" little more than six months after coining the term. The research firm first introduced CXaaS to showcase how the CCaaS, CPaaS, ...
Charlie Mitchell · 16 Jul 2025
The Top CPaaS Vendors for Enterprise CX: Architecting Intelligent Customer Journeys
There was a time when the Top CPaaS vendors existed on the sidelines, stepping in to help companies enable two-factor authentication codes or send one-off al...
Rebekah Carter · 15 Jul 2025
Top Loyalty Management Software Vendors Improving Retention in 2025
The top loyalty management software vendors aren’t just helping companies reward purchases anymore, they’re powering long-lasting relationships. There’s a re...
Rebekah Carter · 8 Jul 2025
AWS Supports RAINN in Expanding Its On-Demand Crisis Hotlines
RAINN is expanding its trauma-informed support services for sexual violence survivors. The US-based non-profit is doing so with AWS, adding WhatsApp to its s...
Charlie Mitchell · 28 Apr 2025
Avaya Bets Its Future on Its New Infinity Platform, the Next “Evolution” of AXP
Avaya has launched a new platform to bet its future on: Avaya Infinity. Infinity aims to unify Avaya’s contact center and unified communications portfolio on...
Floyd March · 24 Apr 2025
What's New In CPaaS? Trends, Capabilities, & What's Coming
CPaaS platforms are shifting from a nice-to-have to a must-have. Indeed, Gartner research suggests that - by 2028 - 90 percent of businesses will leverage CP...
Floyd March · 23 Apr 2025
The 8x8 Analyst Summit 2025: 5 Top Takeaways
Earlier this month, 8x8 held its analyst summit at St. Mary’s Stadium, the home of the Southampton Football Club. The venue proved a smart choice. After all,...
Zeus Kerravala · 17 Apr 2025
CPaaS vs. CCaaS vs. UCaaS: How Do They Differ?
CPaaS, CCaaS, and UCaaS are all cloud-based communications platforms. Many tech providers - including 8x8, Cisco, and Vonage - package these solutions togeth...
Rebekah Carter · 8 Apr 2025
How Big Is the CPaaS Market? An Inside Look
Unpack analyst estimates into the CPaaS market's growth and discover the trends that are pushing the space forward.
Rebekah Carter · 4 Apr 2025
7 CPaaS Trends Disrupting the Market
With telecom providers sniping and new communications channels rising, there's a lot going on in the CPaaS market. Meanwhile, with the likes of Cisco, Ericss...
Rebekah Carter · 3 Apr 2025
Twilio vs. Vonage: A Comparison of Two CPaaS Giants
Twilio vs. Vonage is the Ali vs. Fraizer of CPaaS. But, which vendor will come out on top in this comparison of features, pricing, and more.
Rebekah Carter · 2 Apr 2025
8x8 Makes Four Big Moves to Close the Gaps Between CCaaS, UCaaS, & CPaaS
8x8 has released four feature updates to pull together its enterprise communications portfolio. By announcing each as part of one coordinated release, 8x8 ai...
Charlie Mitchell · 2 Apr 2025
Preventing Fraud In CPaaS Telcom Networks: GenAI Is Making a Difference
In today’s hyper-connected world, businesses face an unprecedented volume of communication traffic. While this connectivity is vital for operations, it also ...
Charlie Mitchell · 2 Apr 2025
SAP Taps Vonage to Blend AI Agents and CPaaS
SAP is working with Vonage to expand the reach of its AI agents and automate more of the enterprise. The collaboration combines SAP Business Technology Platf...
Floyd March · 4 Mar 2025
Avaya to Stop Supporting Public Cloud Contact Centers with Fewer Than 200 Seats
Avaya will enforce a monthly minimum commitment of 200 seats, effective from June 30, 2025. The move will impact Avaya Experience Platform (AXP) Public custo...
Charlie Mitchell · 17 Feb 2025
When CCaaS & CPaaS Converge, Customers Win
In 2024, Gartner predicted that 90 percent of businesses will use CPaaS platforms by 2028. While that prediction raised an eyebrow (or two), organizations ar...
Charlie Mitchell · 14 Feb 2025
Infobip Shares Its Vision for CPaaS Evolving Into an Infrastructure for AI
The CPaaS industry is evolving into an infrastructure for AI, according to Roberto Kutic, COO at Infobip . That’s quite the leap, considering many still thin...
Sarah Johnson · 13 Feb 2025
10 CPaaS Providers to Watch Out for in 2025
Every year, industry researchers rank CPaaS providers as part of market evaluations. This is not one of those assessments. Instead, this rundown spotlights t...
Charlie Mitchell · 14 Jan 2025
15 Customer Experience Technology Predictions for 2025
Tech innovation is accelerating like never before, and 2025 is the year many brands will embark upon transformational projects to reimagine their customer ex...
Charlie Mitchell · 26 Dec 2024
Enghouse Acquires Aculab, Boosts Its CPaaS Capabilities
Enghouse has confirmed the acquisition of Aculab PLC. As a provider of on-premise and cloud-based communications and AI software solutions, Aculab's tech wil...
Rhys Fisher · 19 Dec 2024
“The Cuts Are Deep”: Avaya Kickstarts a Second Round of Layoffs
Avaya has kickstarted its second round of layoffs in just four months. The layoffs are reportedly much greater than those announced in July when the company ...
Charlie Mitchell · 7 Nov 2024
Zendesk Launches an AI Agent Builder, Enhances Its Agent Copilot
Zendesk has introduced an AI Agent Builder as part of a massive release wave across its platform. The solution allows customer service teams to build bots – ...
Charlie Mitchell · 9 Oct 2024
Cisco Enjoys a 75 Percent Surge In CCaaS Seats, Shares Plans for the Webex Contact Center
Cisco has revealed that Webex Contact Center seats surged by 75 percent in FY24. That growth spans industries but is particularly pronounced within the finan...
Charlie Mitchell · 8 Oct 2024
RCS in Customer Service Is More Than an Upgrade on SMS. It's a New Opportunity
As RCS became available on IOS earlier this month, the headlines centered on the opportunity for better interoperability between Android and Apple devices. H...
Charlie Mitchell · 3 Oct 2024
Twilio Taps OpenAI’s Realtime API, Expands Its Conversational AI Capabilities
Twilio has added the new Realtime API from OpenAI to its Communications Platform. The API facilitates natural speech-to-speech interactions - similar to how ...
Charlie Mitchell · 2 Oct 2024
Vonage and SAP Co-Create ‘Next-Gen’ Enterprise Apps
Vonage and SAP have partnered to create ‘next-generation’ communication and network APIs for enterprises. The companies will work together to produce innovat...
James Stephen · 12 Sept 2024
Twilio Announces the Global Availability of Branded RCS Messaging
Twilio has announced the global availability of Rich Communication Services (RCS) messaging via its Programmable Messaging and Verify APIs. RCS is the next e...
Charlie Mitchell · 9 Sept 2024
Cisco to Acquire Robust Intelligence, the AI-Focused Security Startup
Cisco has agreed to acquire Robust Intelligence, a security startup that provides a firewall to protect AI-based applications. The move aims to satisfy Cisco...
Charlie Mitchell · 28 Aug 2024
Telcos Are Buying Up CPaaS Platform Providers: Why?
CPaaS platforms inject programmable voice, video, and SMS messages across enterprise applications. To do so, they leverage operator networks, which telcos ha...
Charlie Mitchell · 22 Aug 2024
Dear CX Vendors, It's Time to Stop Saying “Channel of Choice”
In a recent LinkedIn post , Simon Harrison – the Founder, CEO, and Executive Partner of Actionary – posed the question, “Why do vendors, analysts, and market...
Rhys Fisher · 22 Aug 2024
Senior Figures Leave Webex Amidst Cisco's Layoffs & Collaborations Squeeze
Jono Luk has become the latest high-profile departure from Cisco Webex. The now-former VP of Product Management at Cisco Webex has seemingly left on his own ...
Charlie Mitchell · 20 Aug 2024