Avaya's AI Strategy Warning: CX Vendors Are Splitting Fast

ZK Research's Zeus Kerravala tells CX Today the CX AI market is dividing into offensive (growth-focused) and defensive (install-base-protecting) vendor camps.

Mitel CX and MiContact Center Enterprise for Healthcare: What Should Buyers Verify?

Analysis flags open questions on whether patient context and failover behavior carry through consistently between Mitel CX and MiContact Center Enterprise offers.

Big CX News From Salesforce, Zoom, Meta and Google

Who Evaluates the AI Evaluators?

No Jitter examines how AI systems are beginning to score call-center employee performance, raising questions about worker visibility into and ability to challenge those assessments.

Why You Shouldn't Abandon Reactive Support For Proactive AI

CX Today piece cautions that AI-driven predictive outreach can feel intrusive to customers if proactive service isn't balanced with reactive support channels.

Liveops Debuts LiveNexus Agent Assist to Bring AI Into Customer Service Workflows

Operata Deepens Observability Across AI to Human Agents, Launching the Control Layer for CX

New CX AI Agent Observability capability monitors, diagnoses and optimizes AI-and-human agent handoffs across fragmented CX tech stacks.

Ibex CX Integration: Is AI-to-Human Handoff the Real Test?

ibex CX pairs its Wave iX platform with AI vendor Sierra, and buyers are being asked for proof the combined stack behaves as one contact center when a journey fails.

Smallest.ai Gets $21 Million in Funding to Build Voice 4.0, the Next Generation of Enterprise Voice AI

Total funding passes $21M following a $13M Series A led by Seligman Ventures, with Sierra Ventures and 3one4 participating.

Peru Opens Consultation to Update Net Neutrality Regulations

OSIPTEL published a supporting document for a prior consultation directed at operators, tech companies and other interested parties.

Anatel amplia plano de IPv6 para pequenas operadoras e provedores