Talkdesk is evolving from CCaaS to Customer Experience Automation (CXA), using agentic AI and a CX control plane to automate complex customer journeys.
A new set of Freshworks AI Agents, targeted for e-commerce, fintech, travel, and logistics, help unify data, free up agent capacity, and let AI handle the repetitive pieces.
The CX provider’s annual Analyst Summit featured a new, palpable leadership energy and a clear through-line of automating workflows for end-to-end customer journey orchestration.
Agentforce took center stage at Dreamforce with Salesforce recasting growth around agentic AI and launching products focused on conversation intelligence.
Opus Research and Invoca explore how Agentic AI is redefining “brand experience” in a world of fractured attention, where loyalty is earned one micro-moment at a time.
Drawing on interviews with executive leaders in contact center outsourcing, Opus Research’s Ian Jacobs explores how forward-looking BPO firms are turning AI disruption into opportunity.
OpenAI’s Agent Builder creates agent workflows; will it rival CX platforms or reinforce their agent assist and desktop moat?
OpenAI’s “Buy it in ChatGPT” lets users shop directly in chat. Learn how the Agentic Commerce Protocol is reshaping Conversational Commerce.
Air-gapped AI brings secure conversational AI to regulated industries, trading speed for control and compliance.
In this Opus Video series interview, Zoho shares that organizations genuinely benefiting from AI are those eliminating process and data silos and leaning into mature digital practices.