Artificial Intelligence

Avaya and avatarin Bring Contact Centre AI to the Shop Floor

Avaya and avatarin are extending their collaboration beyond the contact centre, linking AI agents with social robots and on-site hardware to serve customers in physical environments without losing the thread of their digital interaction history. The collaboration connects Avaya Infinity, Avaya’s...

Enterprise AI Has a Security Problem That a Single Test Cannot Solve

Enterprises are deploying AI faster than they are securing it. Chatbots are handling millions of sensitive customer queries daily, while AI assistants are accessing thousands of financial records every second. The assumption underpinning much of this deployment is that the...

Best AI HR Software in 2026: Eight Platforms That Reduce Friction

HR software used to be the digital equivalent of a filing cabinet. Now it’s where employees turn when they’re stuck, underpaid, or trying to get a straight answer before their shift starts. That evolution is why picking the best AI...

Gartner’s 2026 CPaaS Magic Quadrant: Five Leaders, Agentic AI, and a Security Reckoning

Gartner’s 2026 Magic Quadrant for Communications Platform as a Service (CPaaS) evaluates 14 vendors in a category that has outgrown its origins as a developer toolkit for programmable SMS and voice. AI capabilities, security posture, and support for autonomous agent...

AI Anxiety at Work Is Dismantling Employee Engagement – and Most Organisations Aren’t Responding

We have spent years building the infrastructure of employee experience (EX) with pulse surveys and wellbeing programmes. We have introduced flexible working policies, been intentional about DEI initiatives, recognition platforms and career development opportunities. But, right now, what is keeping employees...

Capacity Launches AI Analytics Assistant to Help CX Leaders Get Answers From Their Data Faster

AI-powered support automation platform Capacity has launched the AI Analytics Assistant, a new feature that lets customer experience, contact centre and operations leaders ask questions about their interaction data in plain English and get instant answers in the form of...

Most Employees Say Their Workplace Communication Tools Simply Do Not Work

Workplace communication has never been more technically sophisticated, and yet for many employees, particularly those on the front lines, it has rarely felt more broken. Teams today have access to more channels, platforms, and collaboration tools than at any previous...

AI Has Set a New Baseline for Digital Experience Quality

There is a version of the AI traffic story that most digital teams are telling themselves, and it goes something like this: AI is sending us higher-quality visitors, conversion rates are up, and the channel is growing fast. It’s accurate,...

Zoom’s Virtual Agent Is Now the One Making the Call

Zoom’s Virtual Agent is no longer just answering calls. As of Q1 FY2027, the company’s AI-powered ZVA is being deployed to proactively contact customersm a capability illustrated by a new win with marketing and BPO company Rensa, which is using...

The Best Experience Management Platforms: Are You Ready to Compete in the Experience Economy?

Experience management ranks among the hardest problems in business, and the difficulty has nothing to do with whether companies take it seriously. Most do and the evidence linking experience to growth is extensive and well-rehearsed. The real problem is that...

40% of AI Service Interactions Now Complete Without a Human. What Does That Mean for the Other 60%?

When an AI agent resolves a customer’s issue without any human involvement, it counts as a win. However, as those wins accumulate, a hidden problem is taking shape on the other side of the interaction log. Salesforce’s latest State of Service...

Predictive Loyalty Programmes: Where Customer Loyalty Is Heading Next

People still say they like loyalty programmes. Around 85% say they influence whether they stick with a brand, and 57% say they help them feel more connected. At the same time, a lot of these programmes feel like they’re running...