Afiniti, a leader and expert in driving AI-powered measurable outcomes for contact centres, announced Outcome Orchestration, a new category of enterprise AI. Outcome Orchestration addresses contact centre operators’ disappointment with the wide and persistent gap between today’s narrowly focused and bespoke AI products and the hard, measurable outcomes businesses truly need. Continue reading Afiniti Introduces Outcome Orchestration, Defining a New Standard for Enterprise AI
Calabrio’s “Voice of the Agent” Report Finds the Modern Contact Centre Balancing Empathy and AI in a Time of Transition
Calabrio, the workforce and conversation intelligence company, released findings from its latest Voice of the Agent Report, revealing an industry in the midst of profound change with a rising human-AI tension defining the modern contact centre. Continue reading Calabrio’s “Voice of the Agent” Report Finds the Modern Contact Centre Balancing Empathy and AI in a Time of Transition
TTEC Recognised as Enterprise Innovator in HFS Research’s Travel and Hospitality Service Provider Ecosystem, 2025 Report
TTEC Holdings, Inc., a leading global CX technology and services innovator for AI-enhanced CX, announced its recognition as an Enterprise Innovator in the newly published HFS Horizons: Travel and Hospitality Service Provider Ecosystem, 2025 report. Continue reading TTEC Recognised as Enterprise Innovator in HFS Research’s Travel and Hospitality Service Provider Ecosystem, 2025 Report
The DDC Group Unveils Advanced Agentic AI Platform
The DDC Group, an AI-first operations partner, announces the launch of the new DDC Evora™ agentic AI platform. This new offering introduces a new class of intelligent automation to the market, designed to transform customer engagement and operational efficiency for enterprises globally. Continue reading The DDC Group Unveils Advanced Agentic AI Platform
Medallia and Ada announce strategic partnership to unite customer intelligence with agentic AI
Medallia, the global leader in customer and employee experience, and Ada, the trusted AI-native customer experience company and creator of the AI Customer Experience (ACX) operating model, announced a strategic partnership and joint solution that unifies Ada’s system of real-time, AI-powered action with Medallia’s deep omnichannel customer experience and operational intelligence. Continue reading Medallia and Ada announce strategic partnership to unite customer intelligence with agentic AI
Ogi Transforms Customer Experience with Route 101 Unified Platform
Route 101, a leading technology systems integrator and cloud contact-centre specialist, has announced the successful deployment of an integrated customer-experience solution for Ogi, Wales’s leading broadband provider. Continue reading Ogi Transforms Customer Experience with Route 101 Unified Platform