Ensuring autonomous workflows perform with consistent reliability and accuracy is core to customer experience; CX assurance tools can help.
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Many industries will reap major benefits from integrating augmented and virtual reality technology with 5G. But beware of limitations in 5G coverage and mobile device capabilities.
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The UC trends driving strategic priorities in 2026 include agentic AI, connected workspaces and security advancements to boost productivity and innovation.
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Companies plan on improving agent desktop interfaces to foster customer experience.
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Customer interaction analytics, autonomous agents and AI-driven upsells are some of the CX trends that could boost revenue, cut costs and improve customer service.
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Beth Schultz, VP of research and principal analyst at Metrigy, explores how high-impact, low-effort, and perfectly personalized interactions can become the norm with virtual associates on the job.
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A growing number of attacks, along with the impact of AI, are creating urgency for security teams.
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By integrating contact center software with back-office apps, companies can improve employee productivity, customer satisfaction and ultimately their bottom line.
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A real-world story of customer service gone wrong illustrates how and why good data maintenance is foundational to any CX journey.
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In today’s fast-paced business world, companies are embracing AI capabilities and cloud-based services to enhance employee and customer engagement.
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