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  • Blog
    Nov. 05, 2025

    Workforce management (WFM) has been the backbone of contact center operations for decades. In a people-first business, it wasn’t glamorous, but it was essential. Yet the world WFM was built for is rapidly changing.  Enterprises today manage a blended workforce:…
  • Blog
    Nov. 05, 2025

    In 2006, I visited my first captive center in Bengaluru. At the time, the model was still in its formative years – many multinational organizations were only beginning to explore the potential of setting up their own in-house centers…
  • PEAK Matrix®
    Nov. 04, 2025

    Outsourced sales services are entering a new phase as AI and elevated buyer expectations reshape how pipelines are built and revenue is sustained. Providers are moving from fragmented toolsets to connected systems that integrate forecasting, lead…
  • Blog
    Nov. 04, 2025

    For the past decade, Contact Center as a Service (CCaaS) has been positioned as the future of customer engagement. By moving telephony, routing, and reporting into the cloud, it promised flexibility, scalability, and cost savings. For many…
  • Provider Compendium
    Nov. 03, 2025

    Customer Experience Management (CXM) is entering a new evolutionary phase – one defined by AI-native execution. This report explores how leading providers are responding to a rapidly shifting market where intelligent systems can not only predict…
  • Thematic Report
    Oct. 31, 2025

    As Customer Experience (CX) becomes a strategic priority across industries, Global System Integrators (GSIs) are emerging as key partners driving enterprise-wide CX transformation. This report explores how GSIs are evolving from technology implementers to strategic orchestrators…
  • Viewpoint
    Oct. 09, 2025

    The retail industry is at an inflection point, shaped by rapidly evolving customer expectations, omnichannel complexity, and mounting competitive pressures. This Viewpoint explores the need for retail enterprises to embrace comprehensive, AI-driven transformation of their customer…
  • Provider Compendium
    Oct. 09, 2025

    Enterprises are moving from point solutions to scalable cloud contact centers to improve resilience, speed, and customer outcomes. Contact Center-as-a-Service (CCaaS) platforms deliver core capabilities for omnichannel interaction management, including Automatic Call Distribution (ACD), IVR and…
  • 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…
  • PEAK Matrix®
    Sep. 11, 2025

    Enterprises across industries are adopting Communication Platform-as-a-service (CPaaS) to embed real-time communication within products, workflows, and customer journeys. Cloud APIs and SDKs let organizations deliver voice, messaging, video, email, and verification inside applications without operating telecom…
  • Aug. 26, 2025

    The announcement that Thoma Bravo will acquire Verint Systems for around US$2 billion is more than a financial headline. It marks a pivotal moment in the Customer Experience (CX) technology market. Verint has long been a…
  • PEAK Matrix®
    Aug. 21, 2025

    The Contact Center-as-a-Service (CCaaS) market has experienced rapid growth, as enterprises increasingly adopt and expand CCaaS solutions to differentiate their customer experience through cloud-native, AI-powered platforms. Technology providers are also accelerating AI integration in their offerings…
  • Blog
    Aug. 01, 2025

    Salesforce and ServiceNow recently announced a joint US$1.5 billion investment in Genesys that goes beyond a mere financial move as it signals an ambitious leap toward a new era in customer experience (CX) orchestration. This strategic…
  • July 29, 2025

    NiCE has announced a definitive agreement to acquire Cognigy, a leading conversational Artificial Intelligence (CAI) provider, for approximately $955 million. With AI agent companies leading Merger & Acquisition (M&A) activity in Q1’25 (including ServiceNow snapping up MoveWorks),…
  • Viewpoint
    July 29, 2025

    The telecom industry is at an inflection point, facing rising customer expectations, operational complexities, and intensifying competition. This Viewpoint explores the need for telecom enterprises to embrace comprehensive, AI-driven transformation of their CX strategy through an…
  • Blog
    July 28, 2025

    The artificial intelligence (AI) landscape has seen a surge of interest in systems of execution - autonomous systems powered by agentic AI that are touted as capable of completing complex, multi-step tasks with minimal human intervention. From…
  • July 01, 2025

    With increasing enterprise focus on automating contact center operations and broader workflows, the role of AI agents is evolving from task-specific tools to more integrated components of enterprise architecture. In this context, Salesforce’s release of Agentforce…
  • June 30, 2025

    With increasing enterprise focus on automating contact center operations and broader workflows, the role of AI agents is evolving from task-specific tools to more integrated components of enterprise architecture. In this context, Salesforce’s release of Agentforce…
  • Viewpoint
    June 27, 2025

    Enterprises struggle with delivering seamless, real-time customer support as the limitations of legacy systems do not meet customers’ rising expectations. Traditional Systems of Record (SoR), such as CRMs, and Systems of Engagement (SoE), such as chatbots…

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