At WebexOne in Austin, Texas, October 5–8, 2026, Cisco announced Dialog, a new software layer for its Webex AI Agent platform designed to extend customer service AI beyond individual conversations. Dialog maintains customer context and coordinates work across AI agents,… Read More ›
New Opus Research report traces agentic commerce back to its conversational roots and maps who the agent works for, how much authority it holds, and what brands need to build now.
One year after acquiring Cognigy, NiCE showed analysts in Maui that it has largely delivered on its integration promises. The harder test now is helping enterprises govern and operate AI agents at scale, not building them.
Join Opus Research and USAN to look past per-token pricing and find out what it really costs to resolve a customer conversation with agentic voice AI, and how to forecast that cost at scale.
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.
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.
Dreamforce 2026 showed a fast-maturing Agentforce whose reach in CX will depend on coordination, CCaaS, and workforce design.
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.
As AI agents spread across channels and business units, Opus Research explores how brands can govern them as a distributed workforce.
The release of Agent Factory and Desktop Intelligence expands Verint’s automation portfolio and emphasizes an outcome-oriented go-to-market approach.