CMS Wire

• Is OpenAI's New Presence Agent Ready to Replace Your Contact Center?

  

  Presence pairs OpenAI models with policies and guardrails for customer service. Is it a CCaaS platform, or something else?

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• Google's New AI Spam Detector Judges Networks, Not Pages — High-AI Sites Are Already Slipping

  

  Google built a spam detector that judges site networks, not single pages. Sites heavy in AI content are already losing traffic.

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• AI Adoption Is Outpacing AI Readiness. Here's How CX Leaders Catch Up

  

  McKinsey says 88% of orgs use AI. Gallup says most employees still lack a clear plan. Here's how CX leaders close the gap.

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• First-Party Data Can't Tell Agentic AI Why a Customer Acted

  

  Transaction and click data show what happened, not the reasoning behind it. Here's the fix CX teams are missing.

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• Salesforce's $1.6B VA Deal Is the Latest Marker in a Booming Government Contact Center Market

  

  Salesforce, NiCE, and Genesys are all racking up billion-dollar government wins — but increasingly for two different jobs.

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