Author Archives
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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.
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NiCE Interactions 2025: Agentic AI, Better Data, and a Whole Lot of Partnership
AI in CX is growing up—now acting, orchestrating, and integrating across systems to deliver real outcomes.
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Views from the NICE Analyst Summit: Introducing the Experience Continuum
One key takeaway from NICE’s recent Analyst Summit in Peru is that an “interactions-centric cloud platform” is foundational to every enterprise’s plan to improve CX and employee engagement in the digital age.
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2023 Global Survey: State of Intelligent Authentication and Contact Center Security
This exclusive global survey highlights the growing pressure on organizations to handle increasing call volumes and call complexities while simultaneously employing modern authentication and fraud prevention procedures.