AI revenue in Q2 jumped because backlog customers chose to deploy sooner. For one new Five9 customer, voice AI drove their on ...

Avaya hired Jeff Clarke as its new CEO, the company announced Monday. He will replace Patrick Dennis, who will transition ...

The company's continued shift away from per seat pricing models means "lower gross margin" services now, with a bet on larger ...

This integration allows the customer’s human agents to handle the context of the call, which addresses a prominent consumer pain point: They hate repeating themselves. Although call information can be ...

UC and security leaders must prepare for external AI agents by combining verifiable identity, ephemeral access and automated ...

AI is shifting the managerial task list from chasing updates to judging outcomes, raising the value of business context, trust and human intervention.

Although nobody is quite certain how to measure AI's ROI or what pricing model will be most effective across UCaaS and CCaaS platforms, recent earnings reports from leading vendors have demonstrated ...

Service offerings grew 52%, and the company boasted a strong backlog of AI deals.

Almost every organization (98%) reported using agentic AI, with 73% using it for a limited number of use cases. Only one in 10 use it widely across the organization. “We must allow agent access to ...

A customer problem with a provided service is escalated to an AI agent after an initial chatbot conversation. The agent checks the official documentation, which clearly states that Policy A is applied ...