Recent Posts - page 4
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Conversational AI Grows Up Into a Consolidation Market
SoundHound’s LivePerson acquisition signals a new phase in conversational AI, where consolidation, scale, and omnichannel CX matter most.
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Claude Managed Agents and the Parts of CX Automation That Shouldn’t Last
Anthropic’s Claude Managed Agents highlights why enterprises need to separate durable business logic from the harness used to steer today’s AI models.
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Oracle’s Service Manager Workspace Hints at an AI Control Layer for Service Operations
Oracle’s Service Manager Workspace points toward a more agentic control plane for service operations.
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The Proof-of-Value Scoreboard: Measuring What Matters for BPO AI
Opus Research interviews TP, Alorica, TELUS Digital, iQor, Firstsource, and Atento to find credible proof of AI value depends a BPO’s strategy that connects breadth, rigor, and discipline.
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Zoom’s Next Act Runs Through CX
Zoom is turning CX from a side dish into proof that its platform and AI ambitions are getting real.
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Intercom’s Fin Apex raises the bar for AI CX vendors
Intercom’s Fin Apex suggests vertical AI models may become increasingly important in customer service.
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Agentic Shopping Gets Wired
Tokenized payment rails help AI agents shop and pay within defined limits.
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Enterprise Connect 2026: Orchestration, Pricing, and Power Plays
Opus Research’s Ian Jacobs and Peter Headrick talk all things EC with special attention paid to AI pricing, CX orchestration, and the strategic role of data platforms.
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NiCE Cognigy Nexus 2026: Agentic AI Finds Its Footing in the Enterprise
Nexus 2026 showcased NiCE Cognigy customers leveraging AI for CX and a palpable urgency to foster innovation, increase reach, and deliver value fast.
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From Customer Service to Customer Operations
CCaaS must evolve from customer service to customer operations, powered by agent-ready executable playbooks.