Advancements in reasoning models and memory-enhanced architectures like DeepSeek-R1 and Titans could eventually improve customer experience, enabling smarter, more adaptive, and highly intuitive interactions.
Cisco announced the release of their new Cisco AI Defense solution aimed at aiding enterprises in securing their generative AI applications.
What does Microsoft CEO Satya Nadella’s recent prediction of the demise of enterprise SaaS software portend for CCaaS?
The acquisitions intensify pressure among AI insights companies and conversational analytics vendors as they look to differentiate or seek to be acquired themselves.
This year’s Spotify Wrapped dropped with a surprise–a Voice AI podcast–that will expose millions to the tech’s potential.
At re:Invent, Amazon unveiled its Nova family of language models, marking its long-anticipated entry into the competitive world of GenAI foundation model providers.
In my first few weeks on the job, two ideas went by quickly in the deluge of content at events, but really hit home for me. Both show ways CCaaS providers are moving the AI game forward.
A new, unified cloud architecture combines intelligent agents, adaptable models, a composable data layer, and knowledge processing to deploy AI solutions quickly and securely.
New capabilities drive greater efficiency by automating routine interactions, streamlining ticket resolution, and enabling smarter, real-time decision-making.
It’s time to include “agent-to-agent” communications while defining the personnel, policy, and procedures in customer care infrastructure.