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News
Cisco Resolves 145,000 Support Cases Using Agentic AI
Agentic AI is beginning to produce tangible CX metrics, with Cisco reporting that AI independently resolved 145,000 support cases. Having positioned the technology as a tool to improve both service operations and commercial outcomes, this ensures faster s
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Kraken Autonomous Agents Deployment: What Utilities Must Prove Before AI Goes Live
Kraken Autonomous Agents combines Sierra's conversational AI with the Kraken utility platform's customer, billing, meter, tariff, and workflow context. For shortlisted utilities, the decision rests on whether that generative AI service can be contracted,
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Capita CallSight Under Pressure: Can Banks Get AI Call Analysis Live Without Losing Control?
Capita CallSight gives banks a way to review far more customer conversations than a manual QA team could reasonably sample. Its first financial-services case points to lower call volumes, broader quality coverage, and faster interactions, while the real t
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Gartner Magic Quadrant for CRM Sales Platforms 2026: The Rundown
Gartner has published its 2026 Magic Quadrant for CRM Sales Platforms, and there is an important caveat before getting into the vendor rankings. This is the first edition under the CRM Sales Platforms label. However, it is not an entirely new Magic Quadra
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Can AI Make Restaurant Service More Human?
Francesca Roche sits down with Arian Zandi, Founder at Lumière AI, to examine how AI-native point-of-sale technology could help restaurants lift spend per guest while preserving the personal service guests value. For many operators, the point of sale syst
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Zendesk: Your AI Is Only as Good as Your Knowledge
AI-ready knowledge is becoming one of the biggest tests of whether customer service teams can scale AI safely. Many organizations are still most interested in comparing models. They ask which large language model is fastest, smartest, or most flexible. Ye
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What Elastic and OpenAI's New Partnership Means for CX Service Management
Ask anyone running service management for a customer-facing operation what the worst part of an outage is, and it's rarely the outage itself. It's the ten or fifteen minutes spent figuring out what broke, why, and who it's hitting, before anyone can actua
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Supply Chain Attack Exposes 2,500+ Companies in Largest AI Infrastructure Breach of 2026 So Far
A supply-chain attack involving the open-source LiteLLM framework potentially exposed more than 2,500 organizations worldwide, according to research from cybersecurity firm CloudSEK. CloudSEK described the incident as the largest supply-chain attack targe
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Report
Genesys Puts AI Trust at the Center of Its Agentic CX Strategy
Agentic AI is inarguably one of the hottest topics in the CX and contact center space right now. But most vendors are avoiding an obvious but uncomfortable conversation around the tech. If an AI agent can take action, make decisions, and move a customer t
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The 98% Visibility Gap Reshaping Workforce Engagement
Contact centres have invested heavily in workforce management, quality assurance, and customer feedback programs. Yet, Puzzel's State of Contact Centres 2026 suggests those systems often operate with only 2% to 5% of customer interactions, leaving as much
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