The Evolution of Customer Communication Management: Key Shifts Between SPARK Matrix™ 2024 and 2025July 28, 202510 Mins Read The Customer Communication Management (CCM) space is transforming rapidly. The 2025 SPARK Matrix™ shows a sharper divide between vendors that…
From 2023 to 2024: Tracking Contact Center as a Service Vendor Momentum in SPARK Matrix™July 17, 20255 Mins Read The Contact Center as a Service (CCaaS) market is experiencing significant advancements in cloud-native technology. AI, real-time analytics, and digital…
From Scripts to Smart Conversations: How Generative AI is Transforming Contact Centers July 10, 20257 Mins Read A few years ago, it was call centers; now, it’s contact centers. Remembering how things used to be can almost…
Why Personalization is the Future of Mobile Engagement June 19, 20256 Mins Read By Zoha Peerbhoy | June 2025 It’s 2025, and everywhere you look, people are hunched over their phones. Every time…
Key Workforce Engagement Management Trends in 2025 June 19, 20253 Mins Read By Zoha Peerbhoy | June 2025 The need for workforce engagement management (WEM) tools in contact centers is more crucial…
