What Genesys’s Large Action Models Mean for the CX Control Plane
The Genesys announcement is a bellwether of dynamic changes occurring in contact center software and why CX leaders need to optimize for resolved AI outcomes.
Recent Posts
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Model-Proofing Your Agentic Investment
New foundation models keep coming. Learn which parts of your agentic workflows will last and which you’ll need to rebuild.
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Will Agent Swarms Replace Flow Graphs?
Kimi K2.5 Agent Swarms challenge CXA flow graphs, shifting enterprise AI strategy from workflow design to action space governance.
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NiCE Cognigy Introduces Simulator for Systematic AI Agent Evaluation
NiCE Cognigy’s Simulator enables enterprises to test AI agents at scale with synthetic conversations and mock API responses.
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Google’s Universal Commerce Protocol and the Race to Wire Agentic Shopping
Agentic shopping has arrived — and two of the most powerful technology companies on earth are racing to define how it works.
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2026 Buying Guidance for CCaaS and the CXO Control Plane
As AI agents reshape CX, leaders should focus less on basic CCaaS plumbing and more on owning the CXO control plane that governs orchestration, data, and outcomes.
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2025 Year in Review on the Rise of Agentic Customer Experience
Customer experience trends in 2025 shifted from chatbots to agentic AI, orchestration, and measurable outcomes.
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How the Agent Skill Layer Underpins the AI Control Plane
Explore how an AI agent skill layer turns CX workflows into reusable building blocks and underpins an enterprise AI agent control plane.
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2025 Conversation Intelligence Intelliview: Introducing Conversational Experience Orchestration
Opus Research’s exclusive report details nine leading solutions providers, outlining specific products and services, technology differentiators, business impact, and future strategies for advanced LLMs and GenAI.
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Why CX Needs an AI Agent Control Plane
Here’s why brands will need a CX control plane to govern AI agent sprawl across platforms with shared rules, shared context, and measurable outcomes.