CCaaS Week in Review: June 21, 2026
Genesys hits $2.8B ARR, Salesforce crosses the CCaaS line, NICE goes native with agentic AI, and a $670M government deal confirms who still wins mega-enterprise procurement.
By JP Sivasubramaniam
The real CX conversation, unfiltered.
Practitioner-level insights on CCaaS, AI Agents, WFO, and contact center strategy from someone who's led the migrations, deployed the AI, and run the operations.
Featured Article
Voice AI: The New Control Plane of Customer Experience
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Voice AI #3: Which Flavor of Agentic Actually Makes Sense for Your Enterprise?
CCaaS, CRM, or hyperscaler-native? There is no one-size-fits-all answer to Voice AI. It depends entirely on your CX maturity — and on understanding what agentic actually means.
Voice AI #4: How to Measure Success — The KPIs That Actually Matter
Most Voice AI programs measure the wrong things. Containment rate alone tells you nothing about whether customers are actually being helped. Here is the measurement framework that does.
Voice AI #2: Don't Get Lost in the AI Apocalypse
Everyone is selling Voice AI. Every inbox is full of 'save $millions' pitches. Before you buy the hype, here's how to move with intent: and why the winners won't be the fastest adopters.
Voice AI: The New Control Plane of Customer Experience
CRM, CCaaS, and CPaaS used to have clear boundaries. Voice AI is collapsing them. Here's what the convergence means, who's racing to win, and what enterprise CX leaders need to decide now.
Workforce Management: The Journey from WFM 1.0 to WFM 3.0
WFM started with Erlang tables and spreadsheets. It evolved into a strategic operations function. Now AI is redefining it entirely — from workforce management to workforce orchestration.
