Browsing: Contact

Few things are worse for a customer service representative than coming into a call totally blind. When you lack basic details about your customer — who they are, their transactions, how they’ve interacted with your business — your chances of optimizing their experience with exceptional support are low. 

At ObservabilityCON, Grafana introduced new investigation tools and previewed ways to link user experience with service ownership. Zoom and Genesys are tightening contact center handoffs, while fresh carrier incidents test whether suppliers can tell when customers actually get through.

Attention, not automation, is the scarce resource in customer service. Diabolocom’s Rémi Guinier explains why the most effective contact center AI works quietly in the background, removing friction so agents can focus on what matters most: the customer in front of them

As part of its efforts to simplify customer interactions, Comcast has eliminated more than 30 million service interactions so far in 2026, executives said on an earnings call.

As event season fills calendars and research reports start landing in inboxes, Five9, Arkose Labs, and ContactBabel point to the same contact center AI reality: adoption is accelerating, but trust, escalation, accuracy, and workforce readiness now decide what works.

Microsoft has launched Contact Center Intelligence, positioning it as an alternative for organizations that want to modernize service without committing to a lengthy CCaaS replacement. CX Today will be reporting from Microsoft Ignite in November to get under the hood of this announcement.

AI has moved from experimentation to production across customer service operations. Virtual agents answer questions, automate routine requests, summarize interactions and help route customers to the right resources.

Deflection, containment, and shorter calls can make a contact center look more efficient. But if customers have to call back, switch channels, or give up, Natalie Beckerman argues that businesses have not removed effort. They have simply moved it somewhere else.

8×8’s WFM customer base grew by more than 170% since November 2025 as contact centres seek simpler alternatives to spreadsheet-led planning. Lisa Orford explains why AI is changing the work agents handle, and why workforce, quality, and coaching data must increasingly work together.

Meta’s Muse has moved personal AI agents from consumer curiosity to contact center reality. Adoption, hands-on user testing, detection data, and vendor response all point to a harder CX question: how do enterprises serve AI acting for customers without losing trust?