Contact Centre Technology
Systems powering modern contact centres, including routing, analytics, and AI
AI Strategy
+12
Jul 29, 2026
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2 min read
Can AI Transform Customer Service Without Layoffs? Noem.ai Thinks So
Vendor case studies suggest AI can automate routine customer enquiries without cutting staff, adding to evidence that layoffs are a leadership choice rather than an inevitable outcome
AI Strategy
+11
Jul 28, 2026
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3 min read
Why OpenAI's Presence Signals New Competition for Customer Operations
As OpenAI, Anthropic and Google move beyond foundation models, customer operations are emerging as one of the first areas where frontier AI companies and established CX platforms increasingly overlap
AI Strategy
+11
Jul 13, 2026
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4 min read
AI Guardrails Explained: How to Keep Customer-Facing AI Safe
Why predictable, well-governed AI matters more than raw model capability, and how to build it
AI Strategy
+10
Jun 16, 2026
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2 min read
Salesforce Acquires Fin to Accelerate Enterprise AI Agent Adoption
Fin's technology strengthens Salesforce's push to make autonomous customer service a practical reality for large enterprises
AI Strategy
+10
Jun 9, 2026
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4 min read
AI Agents vs AI Copilots: What's the Difference?
Copilots and agents both use AI, but they operate in fundamentally different ways. Here is what CX leaders need to know.
AI Strategy
+10
Jun 3, 2026
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3 min read
AI Agents Are Becoming a Workforce Category
As vendors introduce observability, governance, and workforce management for AI agents, the contact centre may be creating an entirely new category of worker
AI Strategy
+11
Jun 1, 2026
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3 min read
Afiniti’s New AI Decisioning Platform Reflects a Changing Contact Centre Market
As AI agents become commonplace, the focus is moving from managing interactions to deciding what should happen next
