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.
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.
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.
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.
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.
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.
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.
