Completing the Applied AI Circle in CCaaS
Every CX provider is racing to own the AI layer. Two recent acquisitions reveal exactly what has been missing from most CCaaS platforms: an outcome orchestrator that can actually complete the work.
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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CCaaS Migration in the Age of Agentic AI
Large enterprises are being forced to become early adopters. Migrating to CCaaS in the agentic AI era is not a technical refresh. It is the foundation of your future customer experience.
Voice AI #5: CX Observability — Your New Operational Standard for IT and Business
Contact center monitoring used to mean watching servers. CCaaS shifted the question from platform health to journey health. Voice AI shifted it again. Here is what modern CX Observability actually needs to cover.
Building a CX Operating Model That Survives an Agentic AI Rollout
Most CX operating models were not built for agentic AI. The organizations struggling with their AI rollouts are not struggling because they picked the wrong technology. They are struggling because they dropped new technology into an old operating model.
WEM: No Longer the Adjunct
Salesforce, Microsoft, and Cisco have all announced native Workforce Engagement Management within weeks of each other. This is not a coincidence. Here is what it means for CX leaders and consumers.
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.
