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Explore 2026 ZKast #121- The Death of CCaaS? How Agentic AI & Data Gravity Are Changing Workforce Management with 25,125 views, 2 likes, and 0 comments. Experience the impact of this video content that has captured audience attention.

The CX industry has changed forever. In this episode of What's New in CX, Zeus Kerravala and Juanita Coley break down the massive shifts rocking the contact center world following Customer Contact Week (CCW) 2026. We are officially moving past the hype of generative AI and entering the era of agentic AI—where AI doesn't just draft text, but actively reasons and takes action. As AI becomes a core part of the hybrid workforce, managing it like human labor is the new mandate. We dive deep into why workforce management (WFM) has suddenly become the most critical component of the tech stack, sparking major moves from Salesforce, Talkdesk, and RingCentral. Plus, we tackle the massive shift in data gravity toward active customer conversations, what Thoma Bravo’s $2B acquisition of Verint means for niche players, and a sneak peek at the upcoming Nvidia report on how AI is actually impacting labor and delivering real ROI. 🔍 Key Topics Covered: CCW 2026 Highlights: Why this year’s show proved the CX market has finally matured. Generative AI vs. Agentic AI: The shift from simple automation to reasoning and action. The New Hybrid Workforce: Why AI needs to be onboarded, scheduled, and managed just like human labor via modern WFM. Data Gravity Shift: Why the richest customer insights live within CCaaS interactions, not CRM objects. Vendor Showdowns: Breaking down the latest plays from Talkdesk (CXA), Salesforce, RingCentral, and Five9. M&A Speculation: Why Thoma Bravo needs to buy a CCaaS provider to save Verint. The Nvidia Report: A realistic look at AI capabilities, labor impact, and hard ROI. ⏱️ Timestamps: 0:00 - Introduction: Wrapping up the first half of 2026 01:15 - CCW 2026: The Return of the Customer & Hard ROI 03:00 - The Rise of Agentic AI: Action vs. Hype 05:12 - Why Salesforce & Zoom are Doubling Down on WFM 06:45 - Data Gravity: Why CCaaS is Winning the Battle Against CRM 08:30 - Is Talkdesk Right? Is CCaaS Dead and CXA the Future? 10:15 - Niche WFM vs. Unified Stacks: The Verint & Thoma Bravo Dilemma 13:40 - The Upcoming Nvidia Report on AI & Labor Impact 15:00 - Outro & What to Expect in H2 2026 If you enjoyed the video, make sure to Like, Subscribe, and hit the notification bell so you never miss an update on the future of customer experience! #CustomerExperience #AgenticAI #WorkforceManagement #CCW2026 #GenerativeAI #CCaaS #TechNews #Salesforce #Talkdesk #RingCentral #Nvidia #ROI @ringcentral @Talkdesk @salesforce @Verint97 @five9

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