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News & Views

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We find ourselves at a crossroads: CX software built historically around the queuing, routing, and handling of interactions will evolve to place an open data platform at its core, the better to orchestrate customer experiences across the enterprise.

Contact centers and AI led the news this week: Zoom launches its Workforce Engagement Management suite, Amazon and Anthropic collaborate on making generative AI available, IntelePeer launches SmartOffice, and Ooma Partners with TouchTone for POTS Replacement.