A Q&A with Verint's Jasen Williams About the Thoma Bravo Acquisition

Verint senior vice president of corporate marketing tells DestinationCRM that there are still a lot of unknowns surrounding Thoma Bravo's acquisition of Verint.

Voice of the Customer Makes a Comeback at Verint's Engage 2025

Verint redoubles efforts around voice of the customer and self-service bots on day 2 of its Engage conference.

Genesys Expands Partnership with ServiceNow at Xperience 2025

Genesys' expanded partnership with ServiceNow enables A2A customer experience orchestration

Value of AI Tops Discussion at Verint Engage 2025

Verint customers are cashing in on its AI technologies, keynote speakers at Verint Engage 2025 maintain.

Genesys Doubles Down on Agentic AI at Xperience 2025

Genesys has added more than 150 advanced AI capabilities in the past few months, and more are on the way, executives stressed at the Xperience 2025 event.

Thoma Bravo Acquires Verint

Verint will merge with Calabrio to create an AI-driven customer experience powerhouse 

The Healthcare Industry's Strategic Advantage Is Now Voice AI

Voice isn't just the interface between humans and systems anymore; it's the intelligence layer binding them together. (Featured on SpeechTechMag.com.)

Bill Seeks to Protect Americans’ Access to U.S.-Based Customer Service

The Keep Call Centers in America Act would ensure when Americans call a call center, they can speak to a human located in the United States. (Featured on SmartCustomerService.com.)

More Than Half of Customer Service Journeys Start on Third-Party Platforms

Service leaders must adapt strategies to engage customers on search engines, social platforms, and genAI tools, Gartner urges. (featured on SmartCustomerService.com.)

Court Blocks Click-to-Cancel Rule

The FTC's subscriptions rule change doesn't go into effect.

CX Leaders Grow More Cautious as Economic Uncertainty Persists

While volatility is here to stay for a while, embracing scenario planning can help regain control, Forrester urges.

Three Trends That Will Shape The Future of Customer Service

Emerging technologies and evolving expectations will transform customer service over the next three years, Gartner predicts.

Nearly Half the Desired Results from New Customer Service Technology Don't Materialize

New research from Gartner reveals strategies for organizations to maximize ROI from customer service technology`

GenAI + Agentic AI: Driving Smarter Self-Service

Organizations can greatly increase the number of intents they can address and interactions they can resolve.

CX Quality Continues to Slide, Forrester Details

21 Percent of U.S. Brands saw declining CX Index scores for the second year in a row, Forrester reported at its CX Summit.

NiCE Reinforces Focus on Innovation at Interactions

NiCE Interactions Day 2 speakers bring the attention back to artificial intelligence.

NiCE's Updated CX Mpower Technology Upgrades Unveiled at Interactions

CX Mpower Agents and integrations with AWS and Snowflake are among the highlighted innovations unveiled today.

PegaWorld Was Rich with Customer Testimonials

PegaWorld Day 2 keynoters tout the company's digital transformation for Rabobank and Verizon.

Pegasystems Looks to AI to Transform Customer Businesses, Pegaworld Speakers Stress

Pega's CEO touts AI's advances to emphasize the need for applications like Blueprint.

Pre-Employment Assessments Address Call Center and Sales Retention

JOBehaviors offers pre-hiring assessments for contact center agents and inside sales reps.