Market Brief
NiCE used its annual industry analyst summit to reposition itself as an AI-first company built around agentic AI, data and accountability rather than a CCaaS provider with AI added on, a year after closing its Cognigy acquisition.
Shift follows NiCE's Cognigy acquisition, which closed roughly a year ago; move was detailed at the company's annual industry analyst summit.
Survey of 3,000 consumers found trust in AI more than doubled when a human option was visible; 92% give AI less than 10 minutes before asking for a person.
Contact centers have long harnessed automation and AI to simplify customer inquiries. Now, AI and AI agents -- specifically generative AI (GenAI) -- are revolutionizing customer service and contact center operations with conversational AI and GenAI-powered assistants that…
Atlassian cofounder Mike Cannon-Brookes doesn't want 'the AI did it' to become an office excuse. "That's ChatGPT on behalf of Mike. Like, that's Mike using ChatGPT. It's not ChatGPT doing it," Cannon-Brookes told Fortune on the sidelines of the Singapore Grand Prix.
Analysis of Blip's 2025 social-listening data found 98% of messages are one-way order updates or contact-back links rather than two-way conversations.
Investment is an extension of parent Inner AI's latest funding round; deal size undisclosed, and Vivo plans to make the platform's six AI models available across its customer base.
'I see the industry going headless. You want to stay in the screen when you're doing the work. You want your techs to stay on the ticket, and then you want to basically have all the automation happen elsewhere, and then come back to the ticket,' says Halo channel chief Tim…
Operators have 10 days to notify a user who misuses calling capacity, then must execute the block within 5 days, under new rules following the government's call-authentication decree.
Decree 13.135/2026, published Oct 13, expands mandatory human-service availability under Brazil's consumer-service (SAC) rules; the union says it could spur formal job creation in the sector.
Temporary nationwide measure covers 19 districts including Chosica and Punta Hermosa, tied to El Niño emergency declarations.
| UCaaS | RingCentral $79.19 (+4.97%), 8x8 $2.00 (+3.09%), Zoom $97.59 (+3.61%) |
| CCaaS | Five9 $33.34 (+3.44%), NICE $113.84 (+1.49%) |
| Platform | Twilio $257.29 (+5.29%), Cisco $106.50 (-0.83%), Microsoft $533.52 (+0.84%) |
| IDT | IDT Corporation $81.82 (+1.43%) |
| Index | Nasdaq 26,430.89 (+1.11%) |
| Movers | Broad rebound after Friday's selloff: Twilio +5.3%, RingCentral +5.0%, Zoom +3.6%, Five9 +3.4%, 8x8 +3.1% |