We have been lying to ourselves since, well, basically since forever. We placed customer support agents into a padded room called the "contact center," handed them a ticketing system, and told them to keep the angry people away from the rest of the business. We tracked average handle times...
Blog tagged as Customer Service
The Contact Center Is Dead: Long Live the Operations Layer
03.25.26 4:54 PM - Comment(s)
The great CCaaS Meltdown: What It Means for Customers and CX
08.28.25 5:56 PM - Comment(s)
The past weeks showed quite some interesting activity on the mergers and acquisitions and the partnership frontiers. NiCE acquired the German conversational AI rock star Cognigy for $955M and a short time later announced that the company enhanced its partnership with Salesforce. At nearly the same t...
Does Zendesk enable a true human - AI partnership?
10.11.24 9:16 PM - Comment(s)
The news
On October 9, 2024, Zendesk held its AI Summit in New York’s Chelsea Industrial. The AI Summit is an event mainly for customers to inform themselves about what is new at Zendesk but also to network with each other. The event featured an interesting lineup of customer and partner speakers, he...
Salesforce, Agentic AI, and You
09.23.24 1:16 PM - Comment(s)
Salesforce told us its agents were coming, and it was still a surprise when the agents arrived.
If you’ve been conscious for the past year, you know how much news (or noise) there has been about artificial intelligence. Salesforce billed Dreamforce24 as “the largest AI event in the world.” It caugh...
How Zendesk builds the future of AI-powered service
05.02.24 6:01 PM - Comment(s)
The News
On April 15 to April 18, 2024, Zendesk held its annual Relate event, including a half day analyst track on April 15. The event was attended by around 1,600 customers, partners and analysts.
It was about Zendesk’s strategy, which revolves around - no surprise here - AI to deliver better custom...
