Ian Miller

The collaboration integrates Five9’s cloud contact center innovation with Aspect’s AI-powered workforce management and aims to drive operational efficiency and real-time staffing accuracy..

In a move designed to bridge the gap between data collection and operational execution,  Atombit has announced a strategic partnership with CallMiner. The collaboration is set to provide enterprises with a unified approach..

Verint has announced that a prominent digital identity and security firm has achieved significant performance gains within days of deploying the Verint Intelligent Virtual Assistant (IVA)..

Salesforce has integrated AI directly into its Salesforce Suites CRM for small businesses and startups to help teams act faster on customer data without extra setup. AI tools in Salesforce Suites aims to unify sales, service, marketing..

Klaviyo has launched Composer, an AI-driven tool that creates and optimizes full marketing campaigns and flows from simple prompts. Composer aims to enable marketers to generate launch-ready campaigns in minutes.

Oracle has introduced Fusion Agentic Applications, a new enterprise software powered by coordinated AI agent teams designed to proactively drive business outcomes within Oracle Fusion Cloud Applications..

Merkle has expanded its strategic partnership with Adobe to create industry-specific CX solutions by integrating Adobe Experience Cloud, Adobe Creative Cloud, and Merkle’s expertise in CX transformation, technology..

Vonage has launched a native integration of its Contact Center with ServiceNow Voice, embedding enterprise-grade voice and AI capabilities into ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) workflows..

Meta is launching a suite of new AI tools designed to overhaul customer support across Facebook and Instagram. The move aims to provide faster, more accurate assistance, but raises questions about the role of humans..

The J.D. Power 2026 U.S. Telecom Digital Experience Study  highlights that while T-Mobile and Mint Mobile are setting the pace for digital satisfaction, the industry at large is struggling to provide a consistent experience..

Verint has announced an addition to its executive leadership team, appointing Teresa Anania as Chief Customer Officer (CCO). Anania brings over 25 years of experience in the enterprise software and customer success sectors..

The CCMA (Contact Centre Management Association) has announced the findings of its 2026 UK Contact Centre Salary Guide. The report reveals increasingly complex roles in the contact centre industry..

Avaya has announced the launch of Avaya Nexus, a next-generation, cloud-native communications platform engineered specifically for high-stakes environments where downtime is not an option..

Netigate has appointed Kees Wolters as Group Chief Marketing Officer. Wolters, co-founder of the digital feedback platform Mopinion, joins the role following Netigate’s acquisition of the company..

In a move that signals a shift toward greater transparency in the AI-driven landscape, CallRail has announced it is the first lead engagement platform in its category to achieve ISO 42001 certification..

Krisp has announced the launch of its new Customer Accent Conversion capability, a real-time, inbound AI solution designed to bridge the comprehension gap between contact center agents and customers..

1mind, the company behind AI “Superhuman” – digital teammates that act as across voice, video, and text –  is partnering with Clari + Salesloft to bring real-time, AI-powered revenue orchestration to enterprise sales teams..

According to Metrigy’s Customer Experience Optimization 2025-26 – Consumer Views study, the appetite for AI remains remarkably low. 84.7% of participants said they would prefer interacting with a human..

Accenture has announced a definitive agreement to acquire Ookla, a global leader in network intelligence, competitive benchmarking, and customer experience (CX) analytics..