The Ownership Gap™ Newsletter

CCaaS and CX Technology

Editions covering ccaas and cx technology.

August 28, 2026 · 7 min read

The Quiet Work Behind Reliable Contact-Center AI

Google CCaaS 6.7 fixes, a Talkdesk analytics platform upgrade and Five9's agentic CCaaS analyst recognition show why reliable customer experience depends on handoffs, data accuracy and accountability rather than headline AI announcements.

August 21, 2026 · 15 min read

The Contact Center Is Entering Its AI Accountability Era

An expanded market analysis of ten trends reshaping contact centers in 2026: resolution replacing containment, AI agents as operational workers, Quality Management extending to AI interactions, automated evaluation, sentiment as signal, governance and traceability, human and AI workforce planning, conversation intelligence, industry-specific AI, and platform consolidation alongside modular architecture.

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