As launch partner for AWS European sovereign cloud, Genesys Cloud will have its own sovereign EU cloud by summer.

While organizations continue focusing on CRM records, the real gold mine, real-time customer intent, lives in conversation ...

While the datasets are useful tools for training AI models, they do come with their own risks, from regulatory risks to ...

The company’s fourth quarter 2025 earnings highlighted customer gains across products including its virtual receptionist and ...

Liam Dunne is Co-founder and CEO of Klearcom, an Irish SaaS company that helps global brands monitor and improve IVR and ...

Agentic workflows force enterprises to move beyond the single source of truth toward governed, real-time, permissioned access ...

From boosted to CSAT and reduced costs, agentic AI systems can improve customer experience, but only when companies properly ...

This year, voice AI can improve IVR systems, but only if compliance, safety, and stability are ensured from the get-go.

Anyone who sits at a computer and works to synthesize information is going to be out of work — and that includes customer experience professionals.

Hybrid work is common, but meetings still lack speed, engagement, and equity. IT leaders are improving collaboration with simpler, human centered tech.

Success of agentic AI in contact centers now depends less on model quality and more on synchronized, trusted, and ...

Cisco is leveraging its massive portfolio to build a secure and comprehensive platform for collaboration and CX.