Cost per resolution is the number the enterprise support market has settled on, and it is the one number Cresta does not print anywhere. The company sells AI agents that handle enterprise support from first contact to closed ticket, and its site documents the outcomes those agents produce in generous detail. It documents what they […]
AI is redefining the workforce faster than the models used to plan it. SAP research finds 62% of C-suite executives are dissatisfied with how people data connects to business performance, and while half of organisations plan for AI’s effect on productivity, only 21% plan for its effect on job design. This article sets out why annual, headcount-based workforce planning breaks when employees, contractors and AI agents share the work, what Stanford, Gartner, Microsoft and TalentNeuron data show about the shift, and how finance, HR and procurement can move to continuous, task-level workforce planning.
On 26 August 2026 VentureBeat published a feature presented by Tata Communications arguing that orchestration, not automation, has become the defining challenge for customer experience in the age of AI agents. Built on an interview with Gaurav Anand, the company’s global head of Customer Interaction Suite, it claims enterprises have bolted conversational AI onto legacy systems never designed for it, leaving human agents to reconcile context across disjointed tools. This breakdown separates the diagnosis from the sales pitch: the four claims in the piece and how testable each one is, the difference between automation and orchestration in procurement terms, the shared context layer and enterprise ontology the argument rests on, the three consolidation deals that corroborate it — NiCE and Cognigy at $955 million, Salesforce and ServiceNow putting $1.5 billion into Genesys, and Thoma Bravo taking Verint for $2 billion — the Gartner forecasts on both sides of the case, the Model Context Protocol and Agent2Agent standards now under the Linux Foundation, and a six-question readiness checklist any buyer can run before signing anything.
Progressive Robot: Your Gateway to Comprehensive IT Solutions — Specializing in Web Development, Mobile App Development, and Expert IT Services.
© All Copyright by Progressiverobot.com
VAT Number ( 506152326 )
