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  • Blog
    July 08, 2026

    BT and Verizon have combined their international enterprise operations into a 50:50 Joint Venture (JV). The business brings together US$4 billion in revenue, more than 3,000 customers, operations across 180 countries, and a US$625 million equalization payment…
  • Blog
    July 08, 2026

    Artificial Intelligence (AI) is having its moment. After years of cautious skepticism, pilot-stage overhang, and boardroom debates, the conversation has moved beyond experimentation. Enterprises are no longer asking whether to deploy agents, they are now asking how fast they can scale them across their entire workflow estate. However, speed comes at a price and almost nobody is doing the math.   The warning signs…
  • Tech Provider Spotlight
    June 16, 2026

    As enterprises scale AI training and inference workloads, the network is becoming a direct AI infrastructure performance enabler rather than a supporting layer. Traditional cloud and data center fabrics were built for generalized traffic and are…
  • Blog
    June 05, 2026

    A new phase in AI-era enterprise networking  For years, telecom providers focused on connectivity, while hyperscalers controlled cloud platforms, that separation is now fading.    Lumen’s acquisition of Alkira is more than a cloud networking deal; it signals a broader shift in…
  • Blog
    May 05, 2026

    Modern contact centers do not have a data problem, rather they have a decision-speed problem. Critical operational data is abundant, but answers still move through dashboards, analysts, and disconnected tools, often too slowly. As contact center…
  • Viewpoint
    Feb. 27, 2026

    The outsourcing landscape is profoundly transforming as enterprises adapt to digital acceleration, talent scarcity, and economic volatility. Once limited to transactional, cost-focused engagements, outsourcing has now become a strategic enabler for agility, innovation, and capability building.…
  • Blog
    Feb. 23, 2026

    The Customer Experience Management (CXM) technology ecosystem has shifted from a platform selection exercise to a continuous operating capability. With Artificial Intelligence (AI) accelerating change cycles, the stack is now multi-layered, spanning Contact Center-as-a-Service (CCaaS), Customer Relationship Management (CRM), knowledge management, Workforce Management (WFM), conversational AI, automation, and analytics. Increasingly, value depends on how effectively enterprises compose these layers…
  • Provider Compendium
    Feb. 09, 2026

    Cloud security has evolved from a compliance-led function into a strategic business enabler that supports enterprise modernization, resilience, and innovation. As organizations scale cloud programs to support digital agility, AI adoption, and hybrid work models, they…
  • Blog
    Jan. 22, 2026

    Customer Experience (CX) now sits at the intersection of Artificial Intelligence (AI)-enabled automation, identity and access journeys, AI-generated content dynamics, and intensifying regulatory and reputational scrutiny.   In this environment, every interaction, human or machine-led, introduces potential exposure to fraud loss, unfair outcomes, agent harm,…
  • Provider Compendium
    Dec. 30, 2025

    Enterprises are repositioning quality from a downstream testing activity to a strategic engineering capability embedded across the software development life cycle. As digital, cloud, and AI initiatives scale, expectations are moving beyond defect identification toward resilience,…
  • Blog
    Dec. 22, 2025

    After laying out our bold CXM predictions for 2025 and then assessing how those bets played out across the year, it is now time to look ahead at what 2026 will demand from CX leaders.  As we look…
  • PEAK Matrix®
    Dec. 16, 2025

    Rising hybrid and multi-cloud adoption, API and machine-identity volumes, and the proliferation of cloud-native architectures have elevated cloud security from an operational necessity to a board-level priority. Beyond traditional configuration management, enterprises must now secure containers,…
  • Blog
    Dec. 03, 2025

    Telecommunication providers and Global System Integrators (GSIs) are entering a new phase of strategic convergence driven by evolving market dynamics and rapid technology advances. Both types of providers face growing pressures to evolve, and their collaboration is emerging as a key pathway to strengthen competitiveness and unlock new revenue growth opportunities.  Telcos are experiencing sustained margin pressures as connectivity-led business models become…
  • PEAK Matrix®
    Nov. 13, 2025

    Enterprises are elevating quality from a downstream test phase to a strategic engineering discipline woven through the software development life cycle. As digital, cloud, and AI programs scale, expectations shift from defect detection to resilience, velocity,…
  • Provider Compendium
    Nov. 12, 2025

    Conversational AI (CAI) and AI agents are transforming enterprise-customer engagement, evolving from scripted chatbots to intelligent, autonomous systems capable of real-time, human-like interaction. This shift is driven by rapid advances in voice AI, multimodal interfaces, and…
  • Viewpoint
    Nov. 10, 2025

    As enterprises accelerate digital transformation and embrace next-generation technologies such as AI, generative AI, and cloud-native platforms, managing quality at scale has become increasingly complex. Traditional tool-centric quality approaches fall short in addressing fragmented processes, inconsistent…
  • PEAK Matrix®
    Oct. 29, 2025

    Enterprises are reimagining quality as a strategic engineering function rather than a downstream testing activity. As a result, demand for specialized Quality Engineering (QE) services is growing rapidly across industries. This analysis shows how the specialists…
  • PEAK Matrix®
    Sep. 30, 2025

    Conversational AI is transforming enterprise-customer interactions, evolving beyond legacy scripted chatbots and IVR systems to deliver intelligent, contextually aware experiences. With rising enterprise investments in voice AI, organizations are enabling natural, human-like conversations that reflect tone,…
  • PEAK Matrix®
    Sep. 16, 2025

    The global CXM services market is advancing significantly across the Americas, APAC, and EMEA, towards AI-native execution, driven by agentic AI and generative AI moving into production. Enterprises are increasingly investing in intelligent systems, particularly those…
  • Aug. 20, 2025

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