ISG Software Research Analyst Perspectives

Currently Showing:

for Topic: Conversational Ai

CCaaS in the 2030s

Posted by Keith Dawson on 10 September 2026

We are experiencing a generational transformation of service delivery, and it’s not just about artificial intelligence (AI). I believe we are also seeing a reordering of how software providers organize the tools used in contact centers. We call it Contact Center as a Service (CCaaS) because that’s what people are used to, even though “as a Service” doesn’t accurately describe an environment where... Read More

Topics: Contact Center, agent management, Customer Experience Management, CCaaS, Intelligent Self-Service, Conversational AI, Customers and CX - Business & Technologies, Conversational Intelligence, Hyperscaler

NiCE World: How Cognigy Looks One Year In

Posted by Keith Dawson on 07 July 2026

Ten years ago, NiCE acquired inContact, and, in the process, began a radical transformation from its core business as a workforce application provider into a full-blown CCaaS and platform provider. It was a transformation as audacious and (ultimately) as well-executed as any I’ve seen in this industry. Now it’s clear that buying Cognigy last year will turn out to be just as significant a bet on a... Read More

Topics: Governance, Contact Center, agent management, Intelligent Self-Service, Conversational AI, Customers and CX - Business & Technologies, Conversational Intelligence, Cognigy