Topic
Contact Center AI
Industry news and our own analysis on contact center AI, tracked continuously by the Zazachat desk.
Are You Ready for AI Customers?
As AI agents increasingly act as buyers, contact centres must rethink how they handle automated customer interactions.
Call Centre Helper Aug 31, 2026 ReadNICE (TASE:NICE) Turns A Healthcare Contact Center Toward AI With CXone
NICE's CXone platform is now driving AI operations at a healthcare contact center, signalling the company's push into high-compliance verticals.
Yahoo Finance Aug 29, 2026 ReadOutboundIQ's Ryan Shatzkamer Releases Open-Source Tool That Builds Genesys Cloud Call Flows From Plain English
A new open-source tool converts plain-English descriptions into Genesys Cloud call flows, cutting the technical skill needed to configure contact center routing.
TMX Newsfile Aug 24, 2026 ReadBluecrest transforms healthcare experience with NiCE Copilot, delivering 94% call answer rate improvements
Bluecrest's 94% call-answer-rate improvement with NICE Copilot is a concrete benchmark for AI copilot ROI in healthcare contact centres.
Portal ERP Aug 19, 2026 ReadYou Wait All Year For A CX Copilot, Then Genesys And Microsoft Drop Two At Once
Genesys and Microsoft have simultaneously released AI copilot tools for contact centres, giving buyers two competing products to evaluate at once.
CX Today Apr 28, 2026 ReadAgentforce Contact Center signals a shift from routing to resolution
Salesforce's Agentforce Contact Center replaces traditional call routing with AI that resolves issues end-to-end—a structural shift contact center buyers should evaluate now.
No Jitter Mar 17, 2026 ReadAmazon Connect: 4 features smooth contact center operations
Amazon Connect's four new features target common operational friction in contact centers, giving buyers concrete capabilities to compare against competing cloud platforms.
No Jitter Mar 10, 2026 Read