Five9’s new leadership team is betting that conversation data and an open, neutral interaction layer will matter more than owning every AI agent in the stack.
Conversational Intelligence
Salesforce’s Fin Acquisition Expands Its CX Ambitions Beyond Agentforce
Fin gives Salesforce a faster, self-service route to customer-service AI, while Agentforce Contact Center brings voice, digital channels, and AI context onto a common platform.
Salesforce’s Agentic Enterprise: A Coherent Architecture, an Unfinished Operating Model
Dreamforce 2026 showed a fast-maturing Agentforce whose reach in CX will depend on coordination, CCaaS, and workforce design.
Building the Analytics Flywheel for Conversational and Agentic AI
Join Opus Research and Aqurio to learn how unified analytics across AI, human, and hybrid interactions drives a continuous improvement loop for conversational and agentic AI.
AI Platform Selection for CX Is Now an Architecture Decision
AI platforms get chosen on their best day and judged on their worst. Opus Research lays out the five durability dimensions CX leaders should pressure-test, with healthcare as the hardest proving ground.
Agent Sprawl Is a Success Problem That Needs an Operating Model
As AI agents spread across channels and business units, Opus Research explores how brands can govern them as a distributed workforce.
Beyond the Bot: Verint’s Architecture for Scalable Agentic CX
The release of Agent Factory and Desktop Intelligence expands Verint’s automation portfolio and emphasizes an outcome-oriented go-to-market approach.
AI Agents Enter the Workforce: Takeaways from NiCE World 2026
NiCE isn’t bolting AI agents onto CXone, it’s building the control plane underneath and a new operating model for the hybrid workforce.
Opus Research Report: Why Customer Experience Needs an AI Agent Control Plane
New Opus Research report defines the five layers of a complete AI agent control plane, and why no single vendor will deliver it.
Zendesk’s Big Bet on Owning the Resolution Layer
At the Zendesk Relate 2026 conference, the phrase “Autonomous Service Workforce” not only served as a marketing slogan but also shows how far Zendesk intends to go.