Zoom’s Unified Context Layer Could Connect a Lot of CX Dots
Zoom’s Unified Context Layer aims to turn customer conversations into actionable intelligence, connecting AI agents, enterprise systems, and CX workflows.
Recent Posts
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The Missing Grammar for Multi-Agent Customer Journeys
A Huawei research proposal offers a common grammar for tracing complex customer journeys across AI agents, tools, platforms, and protocols.
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Cisco’s Dialog Takes Customer Service Beyond the Conversation
Cisco’s Dialog extends customer service beyond individual conversations, coordinating AI agents, people, and enterprise systems to resolve issues.
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Walmart Gives Personal Agents a Place in the Customer Account
Walmart’s planned Agent Gateway offers a glimpse of shopping through personal agents, with clear permissions and purchasing controls.
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When Your Customer Sends an Agent
Personal agents could increase demand on contact centers. NiCE’s recent Analyst Summit explored the challenges and how companies can prepare.
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Opus Research Report: Agentic Commerce, A 15-Year View of a 2-Year-Old Category
New Opus Research report traces agentic commerce back to its conversational roots and maps who the agent works for, how much authority it holds, and what brands need to build now.
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NiCE Delivered on Cognigy. Now Comes the Hard Part.
One year after acquiring Cognigy, NiCE showed analysts in Maui that it has largely delivered on its integration promises. The harder test now is helping enterprises govern and operate AI agents at scale, not building them.
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The New Economics of Agentic Voice AI: The True Cost Per Resolution
Join Opus Research and USAN to look past per-token pricing and find out what it really costs to resolve a customer conversation with agentic voice AI, and how to forecast that cost at scale.
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Agentic Commerce Is Starting to Leave a Trail
Fraud prevention and identity company Forter is seeing a sharp rise in purchases made by AI agents across its network. For merchants, that means agentic commerce may already be arriving, whether they planned for it or not.
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Five9’s “Humantic” Bet Is Really a Bet on Conversations
Five9’s new leadership team is betting that conversation data and an open, neutral interaction layer will matter more than owning every AI agent in the stack.