Blog

The Mythos Window: How IT Leaders Should Respond to the New AI Threat Landscape

Marc Anthony — Tue, 05 May 2026 15:58:54 GMT

On April 7, 2026, Anthropic released Claude Mythos, a model that quickly drew attention for its potential impact on offensive cybersecurity capability. Early reports described its ability to identify previously undiscovered vulnerabilities across major operating systems and browsers, generate working exploits from unpatched flaws with reported success rates as high as 83%, and surface long-standing issues in environments considered highly secure, including a 27-year-old bug in OpenBSD.

Implementing Healthcare UCaaS, Part 1: The Strategic Blueprint

Tony Tobias — Fri, 20 Mar 2026 18:00:00 GMT

Implementing a Unified Communications as a Service (UCaaS) platform in a healthcare environment is not simply a technology upgrade, it is a clinical transformation initiative. While many organizations focus heavily on features, pricing models, or contract terms, this narrow focus can lead to costly implementation failures and create significant operational risk because the real success of a UCaaS migration depends on patient safety, workflow alignment, and regulatory compliance.

We Measure What Technology Does. We Rarely Measure What It Does to People.

Nick Richards — Tue, 10 Mar 2026 19:00:00 GMT

The ROI story is real. But the human story is what actually matters—and we almost never tell it.

The Press Release Problem

Last year, I helped publish a press release about a technology transformation we delivered with United Way’s 211 hotline in California. It highlighted that call wait times dropped from ten to twelve minutes down to under three minutes. It celebrated a 10% improvement in operational efficiency and staff scheduling. It talked about cost-efficient migration and modernization.

Transforming the Future of Contact Centers with Artificial Intelligence - Part 2

John Welsh — Wed, 25 Feb 2026 19:00:00 GMT

In the first post of this two-part series, we explored how contact centers were already implementing AI technologies to improve the experience for their customers, agents, and supervisors. But in the rapidly changing world of AI, the question remains, “What’s next?” In this follow-up, we’ll dig into three core areas that are rapidly growing and how organizations will feel their impact in the contact center in the coming year.

Transforming the Future of Contact Centers with Artificial Intelligence

John Welsh — Mon, 08 Dec 2025 19:00:00 GMT

Imagine you’re calling your internet service provider for technical support. An IVR system greets you cheerfully, but it is not sophisticated enough to understand your problem, and you ultimately end up talking to multiple support agents, having to repeatedly explain your issue before anyone can help. This probably sounds all too familiar.

Fast Implementation, Big Impact: Deploy Accent Neutralization in Weeks, Not Months

Nick Richards — Tue, 09 Sep 2025 15:00:00 GMT

Solve Communication Challenges Without the Long Wait

When leaders identify a clear business challenge like inconsistent customer communication, the clock starts ticking. Yet too many technology rollouts are slow, complex, and disruptive, delaying benefits, straining budgets, and eroding project momentum. For contact centers competing on customer experience, these delays can be the difference between leading the market and falling behind.

Accent neutralization technology changes that equation. Designed to reduce misunderstandings and barriers in conversations, it can, depending on the use case, deliver measurable impact in weeks rather than months, witout requiring a costly platform migration.

Boost CX & Agent Performance with Sanas: Accent Neutralization for Five9, Genesys and Zoom

Nick Richards — Wed, 20 Aug 2025 19:17:38 GMT

Clear communication can make or break customer experience. In global contact centers that serve customers across regions and languages, where demands are constant and expectations are high, every second spent clarifying a misunderstood word is a second lost in delivering value. Reducing these friction points can strengthen customer relationships, improve agent confidence, and drive measurable business outcomes.

Why 85% of AI Pilots Fail in CX — And How to Beat the Odds

Nick Richards — Tue, 01 Jul 2025 19:08:11 GMT

In a recent session for the AI for CX Virtual Summit, CXponent and AmplifAI teamed up to tackle one of the biggest challenges in the industry: how to actually apply AI to improve customer experience and get real results.

Costly Hidden Expenses of Software Sales - CXponent

joe.rice@cxponent.com (Joe Rice) — Tue, 26 Sep 2023 14:20:23 GMT

We wish buying tech was as simple as vendors claim it to be. Apparently, all you need to do is complete a few demos, pick a provider, pay an implementation fee, and bam! – you’re up and running.

DDoS Attack Anxiety: Is Your Infrastructure Ready to Handle Something This Big? - CXponent

joe.rice@cxponent.com (Joe Rice) — Wed, 13 Sep 2023 16:26:16 GMT

Distributed Denial of Service (DDoS) has been around for a while, but that doesn’t make them any less devastating. Since 1999, companies like Sony and US Bank have been brought to a standstill by these coordinated assaults on their network. While we hear about the attacks on large corporations, that doesn’t mean small companies are immune from DDoS attacks. Doing nothing to prepare for a DDoS attack is not an option.