3+ day, 21+ hour ago   (335+ words) IDC’s Kathy Lange discusses synthetic data and how it companies can use it, as well as what they should be aware of. Synthetic data is used to replace poor-quality, fragmented, sensitive or nonexistent data for analytics or to train AI....

4+ day, 21+ hour ago   (821+ words) Last week's "Genesys launches agentic orchestration features," which focused on the product announcements and corporate messaging delivered during the keynote session at Genesys Xperience 2026. On the second day of the conference, Scott Cravatto, chief customer officer, Genesys, led a keynote…...

6+ day, 5+ hour ago   (1451+ words) We don’t foresee a contact center run entirely by AI agents or entirely by humans — but there are three different models we do see. For years, many contact center strategies treated voice as a utility and a high-cost channel to…...

1+ week, 4+ day ago   (723+ words) Think through what happens when an AI agent is no longer useful because it outlived its project, retained access after its human owner moved on, or became embedded into obsolete workflows. An employee creates an AI agent to automate part…...

1+ week, 4+ day ago   (374+ words) Four new products aim to govern agentic capabilities in Genesys Cloud, and Genesys also updated its own virtual agent. CX and contact center vendor Genesys introduced several agentic orchestration capabilities on Wednesday: Cloud Navigator, Cloud Orchestrator, Contextual Intelligence (CI) and The…...