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Communications & Collaboration

Cognigy 2026: Agentic AI for Outstanding Customer Care and Proactive Resolution Takes Center Stage

Cognigy Nexus 2026 was held recently in Munich. The event highlighted a meaningful shift in the agentic market for AI-powered customer service, with NiCE focusing less on the novelty of agentic AI and more on the disciplines required to run it effectively at scale (such as governance, interoperability, and platform-driven approach). Its announcements around automation discovery from interaction data, multivariate testing, multimodal orchestration, and MCP-based interoperability suggest NiCE Cognigy is aligning with what enterprise buyers increasingly need: a way to identify the right use cases, test agents rigorously, connect them across journeys and systems, and manage them as part of an operating model rather than a standalone tool. The strategy is directionally strong, but its real value will depend on whether Cognigy can translate these capabilities into repeatable customer outcomes – and whether use cases can scale not just from customer care, but also to sales and marketing.

Communications & Collaboration

Verint Engage 2025 Showcases New CX Workflow Automations Amid Thoma Bravo Acquisition

At its Engage 2025 conference, Verint (NASDAQ: VRNT) emphasized a consistent theme: Customer experience (CX) workflows can be automated to deliver outcomes that are stronger, faster, and measurable. Central to this approach is Verint’s open, multi-LLM platform designed to automate targeted CX workflows while giving organizations control over data, models, and existing systems. Engage 2025 showcased Verint’s solutions with new product launches, demonstrations of more than 50 automation bots, and CEO Dan Bodner’s strategic framing ahead of the Thoma Bravo acquisition.

Communications & Collaboration

Zoho Joins Major AI Players by Launching Zia LLM, Providing a Competitive Advantage to Zoho Customers

Zoho introduced multiple advancements in artificial intelligence. The prime announcement is the launch of Zia LLM, which includes three proprietary large language models. In keeping with the core principle that Zoho follows, which is to own its code and infrastructure, Zia LLM models are homegrown using the NVIDIA AI Accelerated computing platform. Zoho now joins a select group of global companies that have truly proprietary, foundational LLMs developed from the ground up.

Communications & Collaboration