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January 21, 2026

Viewpoints

Agentic Update: Reality Is Catching Up to Marketing

I've changed my outlook from disappointment to enthusiasm when it comes to agentic AI. (Featured on SmartCustomerService.com.)

CRM Across the Wire

CallTrackingMetrics Rebrands to CTM

CallTrackingMetrics' name change reflects a shift from a call analytics provider to a platform built to interpret and optimize every customer conversation across all channels.