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Platform strategy, earnings and the concentration of power at the largest technology companies, covered by The Silicon Ledger.
Cisco is pushing the contact center industry to evolve from handling isolated transactions to orchestrating entire customer relationships through what it calls context centers, backed by new tools for observability and security at scale.
Five9's new CEO argues that the contact center industry has been chasing the wrong metric: rather than maximizing automation, the company is building systems where humans and AI agents collaborate on different types of customer interactions.
Oracle announced a 2-gigawatt renewable energy investment for New Mexico alongside its Project Jupiter data center for OpenAI, but the facility will still rely on natural gas-powered fuel cells, leaving environmental concerns unresolved.
As artificial intelligence moves beyond pilot programs in customer service, contact centers are discovering that traditional performance measures no longer reflect whether AI investments actually work. Knowledge management and outcome-based metrics are emerging as the real determinants of success.
Zoom and implementation partners are moving past the containment metric that dominated contact center strategy, focusing instead on whether AI agents actually resolve customer issues end-to-end.
The video game retailer is bringing back select stores it had recently closed, marking an unexpected shift after months of aggressive cost-cutting measures.
Nvidia and Palantir demonstrated that a compact 30-billion-parameter model trained on real operational decisions can outperform a vastly larger competitor at optimizing parts distribution.
As companies build AI infrastructure at scale, security vulnerabilities are multiplying faster than traditional defenses can handle. Dell and Intel say the answer is embedding protection into hardware and identity systems from the start.
