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Amazon Connect emerged as a significant beneficiary to product announcements at AWS鈥檚 re:Invent 2025 conference. However, the solution鈥檚 architecture still straddles CCaaS...
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This technology note evaluates Salesforce鈥檚 Agentforce 360 launch, asking: Has the Salesforce platform changed beneath the marketing? What market dynamics have compelled...
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Ignite鈥檚 launch of Microsoft Foundry reshapes Dynamics 365鈥檚 front-office role; users are being shifted to a Copilot conversational interface supported by AI agents while...
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Klaviyo is positioning itself as the go-to CRM for B2C retailers, helping brands deliver a seamless customer experience from start to finish. Its technology bridges...
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NiCE鈥檚 2025 Analyst Summit marked a decisive shift toward AI orchestration in customer experience. The company鈥檚 momentum highlights not only innovation potential but also...
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Dialpad has launched an agentic AI platform, extending its unified communications capabilities into autonomous AI operations for customer experience. Dialpad鈥檚 phased...
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Zendesk鈥檚 virtual AI Summit introduced the Resolution Platform, next-generation Voice AI Agents (entering early access in January 2026), and new AI-driven modules developed...
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In 2025, Salesforce launched its Next Gen Marketing Cloud, debuting a new 鈥渁gentic marketing鈥� model in which autonomous AI agents independently build, personalize, and...
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The Canadian leg of Microsoft鈥檚 AI Tour presented a 鈥淐opilot everywhere鈥� strategy for 鈥渇rontier firms.鈥� While data sovereignty was a primary message, important...
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BluIP has repositioned into an AI-first communications provider with its AIVA Connect platform, integrating UCaaS, CCaaS, and AI automation. Focused on hospitality,...
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