Industry news
Contact Center Ai
Topic - every story we have filed under Contact Center Ai.
Genesys acquires Pinkfish to accelerate agentic AI in contact centers Genesys's Pinkfish acquisition adds agentic automation depth, accelerating its push to automate complex contact centre workflows end-to-end. What Does an AI-Native Contact Center Actually Look Like? Zoom CX Made the Case at CCW 2026 Zoom's CCW 2026 appearance gives support leaders a concrete benchmark for what an AI-native contact centre looks like in practice. Genesys Buys Pinkfish for Contact Center Automation Second report on the same deal; Genesys gains contact centre automation expertise as competition for agentic AI supremacy intensifies. 65% of Contact Center Leaders Call Their AI Successful. Yet 43% of Projects Are Delayed or Stalled New survey data reveals a wide gap between leaders claiming AI success and actual delivery, flagging an industry-wide execution problem. eGain Announces AI Agent for Zoom Contact Center eGain's AI agent brings knowledge management and guided assistance directly into Zoom's contact center platform for agents. Five9 Launches Voice AI Agents to Replace Contact Center IVR AI voice agents replacing legacy IVR could cut costs and improve call routing for support centers modernising their contact infrastructure. Krisp Expands Contact Center AI Platform With Voice Security and Speech Analytics Krisp's expanded platform brings voice security and speech analytics to contact centres, covering both quality monitoring and conversation protection. Big CX News from Salesforce, Cisco, NiCE & Afiniti A multi-vendor CX roundup covering moves from Salesforce, Cisco, NiCE, and Afiniti worth scanning for competitive and product signals. Afiniti Wants to Own Contact Center AI Decisioning Afiniti is staking a claim to the AI decisioning layer within contact centres, a position that could influence routing and outcomes at scale.
Industry headlines from other publications. Each links to the original reporting on the publisher's own site.