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?
Rhys Fisher · 19 Aug 2026
Has ServiceNow’s Autonomous Workforce Changed the CX Staffing Equation?
ServiceNow Autonomous Workforce is reshaping CX staffing, forcing contact centers to manage AI capacity, escalations, and agent workloads.
Rhys Fisher · 18 Aug 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
8x8 Expands WEM Push With AI Quality
8x8 is using nearly 3x WFM growth and new AI quality tools to push an integrated WEM strategy inside its CX platform.
Rob Wilkinson · 19 Jun 2026
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.
Rhys Fisher · 12 Jun 2026
NiCE Declares the Era of Bolted-On AI Is Over
At NiCE World 2026, NiCE unveiled an agentic AI-native CX platform, a Workforce Empowerment Suite for hybrid teams, and NiCE Labs.
Rhys Fisher · 9 Jun 2026
The Data CX Leaders Need to Justify Every Agent Experience Investment
Forrester's new EX Index links employee experience quality to customer satisfaction and revenue growth. What does it mean for contact centers?
Rhys Fisher · 9 Jun 2026
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.
Rob Wilkinson · 21 May 2026
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.
Rob Wilkinson · 20 May 2026
How to Choose Workforce Engagement Platforms That Scale
Find the right contact center workforce software: AI forecasting, workforce analytics tools, coaching workflows, and ROI signals.
Thomas Walker · 27 Apr 2026
How Autonomous Workforce Platforms Are Replacing Traditional Planning Models
Learn how AI workforce management improves forecasting, scheduling, and governance in contact centers.
Thomas Walker · 13 Apr 2026
Five9 Deepens Its ‘Multi-Agent’ Play With Assembled Workforce Management
Five9 expands its Fusion partner ecosystem by elevating Assembled and reselling its workforce management platform to support human and AI agent operations.
Rob Wilkinson · 8 Apr 2026
Why Workforce Optimization (WFO) Is No Longer Enough for Modern Contact Centers
Workforce optimization is evolving. Discover why contact centers are shifting from WFO to WEM, addressing hybrid work and burnout.
Thomas Walker · 31 Mar 2026
The 2026 Buyer’s Guide to Workforce Engagement Management (WEM) Platforms
Learn how modern WEM platforms combine AI, performance analytics, and workforce optimization to transform contact center operations.
Thomas Walker · 26 Mar 2026
What Verint's Mass Layoffs Mean for Your CX Tech Stack
Verint has laid off hundreds following its $2B Thoma Bravo acquisition. Here's what the merger means for customers and the WEM market.
Rhys Fisher · 4 Mar 2026