Cresta, the leading customer experience AI platform for human and AI agents, launched the Agent Operations Center, a first-of-its-kind unified command hub for all conversations in the contact centre – both human and AI-led. The Agent Operations Center empowers supervisors with real-time visibility and instant intervention tools, so enterprises can deliver service that’s accurate, compliant, and consistently on brand. Continue reading Cresta Launches Agent Operations Center to Manage the Human-AI Hybrid Workforce for the Customer Experience
All posts by Sam Heggie-Collins
Kustomer Launches Data Explorer, the First CX Platform Feature That Lets Leaders Talk to Their Data
Kustomer, the Intelligent customer experience platform, announced the launch of Data Explorer, a new reporting experience that lets CX leaders ask questions in natural language and get instant answers, visualizations, and recommended actions on top of their live customer data. Continue reading Kustomer Launches Data Explorer, the First CX Platform Feature That Lets Leaders Talk to Their Data
UiPath and Talkdesk join forces to transform customer experience journeys
UiPath, a global leader in agentic automation, announced an integration with Talkdesk, Inc., a leader in customer experience automation (CXA), to enable organizations to leverage automation to optimize the end-to-end customer journey, enhancing efficiency, accuracy, and satisfaction. Continue reading UiPath and Talkdesk join forces to transform customer experience journeys
Thoma Bravo Completes Acquisition of Verint
Thoma Bravo, a leading software investment firm, announced that following the completion of its previously announced acquisition of Verint Systems, Inc. (“Verint”) on November 26, 2025, it has combined the global customer experience (CX) automation leader with its portfolio company, Calabrio, to create the industry’s most comprehensive AI-powered CX platform. Continue reading Thoma Bravo Completes Acquisition of Verint
Theo Paphitis Retail Group Modernises Customer Support with Route 101
Route 101, a leading technology systems integrator and cloud contact centre specialist, has successfully deployed NiCE CXone Mpower and Gamma connectivity across the Theo Paphitis Retail Group (TPRG). Continue reading Theo Paphitis Retail Group Modernises Customer Support with Route 101
Riyadh Air and IBM Partner to Launch World’s First AI-Native Airline
IBM and Riyadh Air announced a major milestone in their collaboration, unveiling Riyadh Air as the world’s first AI-native airline. Designed from the ground up without legacy patch work, these AI-driven operations provide the foundation to transform guest and employee experiences and set a new benchmark for innovation in the aviation industry. Continue reading Riyadh Air and IBM Partner to Launch World’s First AI-Native Airline