Six years after the lockdown propelled the company's adoption in workplaces, Zoom continues its expansion into all facets of enterprise-level comms — as highlighted by its diverse product portfolio, ...

For years, many contact center strategies treated voice as a utility and a high-cost channel to contain. Digital self-service, chat, messaging and automation were positioned as lower-cost alternatives ...

For years, enterprises have worried about technical debt, the long-term costs created by taking shortcuts in software development. Now, thanks to the growing prevalence of generative AI applications ...

Over the past few years, Amazon Connect expanded into generative- and then agentic AI-powered capabilities. For example, at AWS re:Invent 2025, Amazon Connect announced 29 agentic AI features ...

Conversational AI has been around for decades, going back to the first instances of automatic speech recognition (ASR) and natural language understanding and processing (NLU/NLP). These technologies ...

Microsoft is sticking to the message that Copilot adoption and usage are a growing part of its profits. The company said the number of customers with more than 50,000 Copilot seats increased more than ...

Last November, Microsoft debuted Work IQ – the “intelligence layer” behind Microsoft 365 Copilot and its AI agents. Work IQ grounds Copilot on each individual user’s data (email, files, meetings, ...

NiCE announced today its intention to acquire conversational AI market leader Cognigy for a deal that values Cognigy at approximately $955 million, more than 25 times its revenue multiple of $37 ...

Snowflake’s acquisition of Natoma is the cloud data provider’s push into agentic enterprise and a broader platform strategy. Snowflake acquired Observe in May and Select Star to in January. The Natoma ...

One of the primary sales pitches that CCaaS vendors give to prospective customers with customer-facing demands is that AI can be used to provide a fulfilling experience to the people who need a ...

Computer-Using or Computer Use Agents (CUAs) are agentic AI capabilities that enable an AI model to perceive a screen “visually” and control it like a person would — clicking, typing, navigating an ...

Customer service implementations are a primary use case for those many organizations already aboard the agentic AI train. Orchestration, observability and governance are necessary technical systems ...