Recent Posts - page 2
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New Frontiers in Customer Experience? DeepSeek-R1 and Titans
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.
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Cisco AI Defense: A New Solution for Securing GenAI in the Enterprise
Cisco announced the release of their new Cisco AI Defense solution aimed at aiding enterprises in securing their generative AI applications.
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2025: The End of Enterprise SaaS as We Know it?
What does Microsoft CEO Satya Nadella’s recent prediction of the demise of enterprise SaaS software portend for CCaaS?
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Conversational Intelligence Consolidation: Verint and Calabrio Make Strategic Acquisitions
The acquisitions intensify pressure among AI insights companies and conversational analytics vendors as they look to differentiate or seek to be acquired themselves.
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Wrapped in Words: Spotify Talks a Big Game (and Sounds It Too)
This year’s Spotify Wrapped dropped with a surprise–a Voice AI podcast–that will expose millions to the tech’s potential.
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Amazon Nova: The New Star in Foundation Models
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.
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Jet-Lagged but Inspired: Fresh Takes on AI and Customer Experience
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.
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Uniphore Acquires ActionIQ: Takes a “Zero Data” Approach to Conversational Intelligence
A new, unified cloud architecture combines intelligent agents, adaptable models, a composable data layer, and knowledge processing to deploy AI solutions quickly and securely.
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Amazon Q: Enhancing Workplace Productivity with Expanded Capabilities
New capabilities drive greater efficiency by automating routine interactions, streamlining ticket resolution, and enabling smarter, real-time decision-making.
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Charlie Brown, Lucy, a Football, and Agentic AI
It’s time to include “agent-to-agent” communications while defining the personnel, policy, and procedures in customer care infrastructure.