ISG Software Research Analyst Perspectives

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for Topic: Salesforce

Enterprise Connect Shows a CX Industry in Transition

Posted by Keith Dawson on 07 April 2026

Industries change with the times, and so it is with the conferences and events that support those industries. Enterprise Connect is not what it once was, either in terms of attendance or influence, but it is still the place where many (not most) of the key providers in contact centers and customer experience (CX) convene. It’s been described as a place where providers meet with and seek out... Read More

Topics: Contact Center, Verint, Customer Experience Management, Customers and CX - Business & Technologies, Conversational Intelligence, Salesforce, Enterprise Connect, AWS, Dialpad, UJET, Zoom

Five9 Bets on Integrations and Partners as the Path From CCaaS to CX

Posted by Keith Dawson on 11 March 2026

It’s clear that the buyer requirements for Contact-Center-as-a-Service (CCaaS) products have moved well beyond traditional notions of “cloud” or “omnichannel” and now focus on how well software providers can make artificial intelligence (AI) workflows real. The differentiation among CCaaS platforms is not so much about how well interactions are handled, but how the platforms embed within complex... Read More

Topics: Operations, Five9, automation, Contact Center, agent management, Customer Experience Management, CCaaS, Generative AI, Customers and CX - Business & Technologies, Workflow, ServiceNow, Salesforce