ReflexAI’s 2026 survey of 109 contact center leaders finds that AI tools are nearly universal but rarely effective. The root cause isn’t technology — it’s the broken handoff between training and QA that no current platform is built to bridge. ECI Research examines what this means for ITDMs, developers, and the vendors competing for this market.
Contact Center AI: Why Deployment Isn’t Delivering Results Read More »
Liveops has released cohort-level performance data from its LiveNexus AI orchestration platform showing that simulation-certified contact center agents outperform traditional cohorts on sales conversion, interaction volume, and schedule reliability. ECI Research examines the platform architecture, business economics, and forward implications for AI-assisted workforce readiness across regulated industries.
AI Simulation Lifts Contact Center Agent Readiness by 57% Read More »
At SIGNAL 2025, Twilio showcased five enterprise customers and announced three new products aimed at unifying multi-channel customer interactions. ECI Research examines the architectural shift toward converged CDP, AI orchestration, and communications infrastructure, and what it means for enterprise buyers and developers evaluating platform consolidation strategies.
Twilio SIGNAL 2026: Unified Customer Engagement at Scale Read More »
Thoma Bravo merges Verint (CX automation) and Calabrio (WFO) to form a comprehensive, AI-powered customer experience platform, accelerating market consolidation in the contact center space.
Thoma Bravo Combines Verint and Calabrio Read More »