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Generative AI is Shaping the Future – What Does it Mean for Contact Center Agents

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RENO, Nev., Aug. 22, 2024 /PRNewswire/ — New data from Synergy Research Group shows Artificial Intelligence (AI) is rapidly transforming the Contact Center as a Service (CCaaS) market, with new technologies like Generative AI leading the charge. As AI’s role in customer service continues to grow, it raises important questions: How much of the CCaaS market is truly AI-powered? Will contact center agents be replaced by AI? And what does Synergy’s latest research reveal about these emerging trends?

Diverse Approaches to AI in CCaaS

AI is being integrated into CCaaS through various approaches, each offering different levels of automation:

AI Assist / Agent Co-Pilot: This approach leverages Generative AI to enhance the capabilities of human agents by providing real-time assistance, generating responses, and automating routine tasks. It empowers agents to handle interactions more effectively.Limited Automation (<30%): In this scenario, AI, including Generative AI & Conversational AI, is used for basic automation, streamlining simple interactions such as answering FAQs or handling initial customer inquiries, while human agents manage more nuanced tasks.Major Automation (>60%): Advanced implementations of AI, particularly Generative AI, allow for a high degree of automation, where AI handles most customer interactions. Some companies are exploring fully automated contact centers powered by these technologies.

Generative AI’s Impact on Contact Center Agents

“Generative AI, a powerful subset of AI, is not yet ready to replace all contact center agents. However, it is already being utilized in specific use cases where full automation is possible, allowing companies to experiment with entirely AI-driven customer service operations,” said Jeremy Duke, Chief Analyst and Founder of Synergy Research Group. “While the CCaaS market remains fast-growing, Generative AI can reduce agent turnover and limit the growth of agent headcount by taking over repetitive tasks, enabling agents to focus on more complex, value-added interactions.”

AI and Generative AI’s Revenue Contribution to CCaaS

Currently, AI, including Generative AI, accounts for a low single-digit percentage of the overall CCaaS market revenue. Although its revenue share is modest today, Generative AI is expected to play a much more significant role in the coming years as the technology advances and its adoption grows.

Synergy’s Evolving Research on the CCaaS Market

In response to the evolving CCaaS market, Synergy Research has expanded its reporting to include the latest developments in AI and Generative AI. Our new CCaaS segmentation report provides insights into market leadership across different segments—down-market, mid-market, and up-market—highlighting that each segment is led by different companies, all of whom face competition from a diverse group of market participants.

What’s Next for Generative AI in CCaaS?

Generative AI is at the forefront of the AI revolution in CCaaS, offering unprecedented opportunities for automation and efficiency. However, rather than eliminating jobs, Generative AI is expected to transform them, creating new roles for more sophisticated, higher-skilled agents. As this technology continues to evolve, its impact on the CCaaS market will only grow, shaping the future of customer service.

About Synergy Research Group

Synergy Research Group provides quarterly market share analysis and forecasts for Communications and Cloud related industries. Our data and analysis is provided to clients through Synergy’s unique research SaaS platform, SIA™, which enables intuitive access to complex and fast-moving data sets.

Synergy’s Competitive Matrix™ and CustomView™ take this research capability one step further, enabling our clients to receive on-going quantitative market research that matches their internal, executive view of the market segments they compete in. Synergy’s data analytics and analysis have been widely recognized worldwide for over 20 years and are frequently used by global industry leaders, governments, and financial institutions.

For more insights into the impact of Generative AI and AI on the CCaaS market or to find out more about how to access Synergy’s in-depth CCaaS market data, please contact Heather Gallohgallo@srgresearch.com or at 775-785-3113.

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SOURCE Synergy Research Group

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Meiyume (Group) LTD Achieves EcoVadis Gold Rating for 2026, Reinforcing Commitment to Sustainable Beauty

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HONG KONG, May 4, 2026 /PRNewswire/ — Meiyume (Group) LTD has achieved the EcoVadis Gold rating for 2026, with the company being in the 96th percentile globally and among the top-performing companies for sustainability.

EcoVadis evaluates companies across environment, labour and human rights, ethics, and sustainable procurement. The Gold rating reflects Meiyume’s strong performance and continued commitment to embedding sustainability across its supply chain.

A supplier’s commitment to sustainability is increasingly important to brands, as they work to meet rising regulatory requirements and evolving consumer expectations for transparency and responsible practices. In this landscape, choosing the right partners is essential. Partners like Meiyume play a key role in enabling more responsible, future-ready solutions while helping to strengthen sustainability standards across the supply chain.

A Holistic Sustainability Strategy: Meiyume’s 5Ps Framework

Meiyume’s sustainability approach is guided by its 5Ps framework: Product, Process, Places, People, and Principle, ensuring a comprehensive integration across the business:

Product – Advancing sustainable innovation in formulations and packaging

Process – Strengthening responsible sourcing and supply chain practices

Places – Enhancing operational efficiency and environmental performance

People – Fostering an inclusive and supportive workplace

Principle – Upholding strong governance and compliance standards

Sustainability as an Ongoing Journey

While the EcoVadis Gold rating marks an important milestone, Meiyume views sustainability as an ongoing journey. The company remains committed to strengthening its sustainability performance and supporting beauty and personal care brands in achieving their sustainability goals.

About Meiyume:

Formerly LF Beauty, Meiyume offers end-to-end beauty solutions—packaging, ODM, OEM —grounded in sustainability and insights. Powered by it’s Beauty Intelligence Platform and a global sourcing network, Meiyume brings visions to life with agility, intelligence, and responsibility.

https://meiyume.com/
2/F HK Spinners Industrial Building, Phases I & II, 800 Cheung Sha Wan Road, Kowloon, Hong Kong

SOURCE Meiyume

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Marketna: Launching Smart Arabic Platform for Digital Classified Ads

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DUBAI, UAE, May 4, 2026 /PRNewswire/ — “Marketna” has announced the launch of its new digital classified advertising platform for the Arab world, available through its mobile app and website.

With the slogan “Easy Buy and Sell,” Marketna is a platform connecting buyers and sellers across various sectors, including cars, property, electronics, home furniture and appliances, jobs, and services, enabling users to advertise and sell almost anything.

 

 

The platform, enhanced with artificial intelligence technologies, aims to simplify the online advertising process through a secure and user-friendly environment.

Marketna offers its services in both Arabic and English, currently covering nine Arab countries: the UAE, Saudi Arabia, Egypt, Jordan, Kuwait, Qatar, Oman, Bahrain, and Lebanon. Expansion is underway to include Syria, Iraq, Morocco, Algeria, Tunisia, and Libya, along with the addition of French as a supported language.

This initiative comes as part of Marketna’s vision to become a leading digital e-commerce platform across the Arab world, with a focus on the quality of user experience.

Marketna aims to build an inclusive online community that connects the region’s markets, thereby boosting the prosperity of the Arab digital economy.

Smooth and Easy Classified Ad Creation and Publishing

Marketna is built on four core pillars that make the buying and selling experience unique:

Speed and Simplicity: One-step registration and three-step ad postingSafety and Trust: Focus on protecting user data and privacyPremium Service: Fast ad approval and exceptional customer supportGreater Outreach: Maximum exposure to the target audience

Supporting Individuals and Business Owners

The platform offers individual sellers additional features through a “Premium” membership, granting ongoing benefits such as the ability to publish unlimited ads, extended ad validity, priority in search results, and a special seller badge.

Through a “Business” account, which can be created in just a few minutes, Marketna provides dedicated accounts for small, medium, and large business owners, enabling them to advertise cars and real estate in a professional way.

New users, both individuals and merchants, can post their basic ads for free, and receive exclusive discounts to boost their ads upon upgrading to a “Premium” or “Business Plus” membership, allowing them to reach a larger pool of potential buyers.

An Optimal User Experience via the Marketna Smart App

The Marketna Classified Ads Smart App is available for Android devices on the Google Play Store, allowing users to browse ads and post listings from anywhere, at any time, with the ability to communicate directly through in-app chat.

The app features a simplified, modern, and responsive interface. An iOS version for Apple devices is coming soon, with the goal of supporting all users.

For more information about Marketna and its services, visit the official website at https://marketna.com.

Photo: https://mma.prnewswire.com/media/2963238/Marketna_Classified_Ads.jpg
Logo: https://mma.prnewswire.com/media/2963239/Marketna_Logo.jpg

 

 

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SOURCE Marketna

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2026 Hong Kong Corporate Gift Purchasing Trends Report: BeGiftHK Reveals “Specialization and Wellness” as the New Standard for Corporate Gifting

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HONG KONG, May 4, 2026 /PRNewswire/ — BeGiftHK, a leading professional corporate gift company in Hong Kong, today officially released the “2026 Corporate Gift Purchasing Trends Report.” The report highlights that following profound changes in corporate culture in the post-pandemic era, the Hong Kong B2B gift market has officially moved away from the “low-price, high-volume” model. It has been replaced by a new purchasing logic centered on “Employee Wellness” and “Brand Specialization.”

Pickleball Customization: The New Corporate Sports Social Favorite of 2026

The most prominent trend highlighted in the report is the strong rise of “sports social gifts.” Data shows that in the first quarter of 2026, inquiries for Pickleball customization equipment surged by 210% compared to the same period last year.

A spokesperson for BeGiftHK analyzed: “In 2026, a corporate gift is no longer just an object; it is a brand touchpoint. Due to its low entry barrier and high participation across all age groups, Pickleball has become the top choice for large enterprises for hosting Team Building and ESG promotion activities. The professional-grade T700 carbon fiber paddles we provide, combined with high-quality customized designs, successfully transform the act of gifting into a highly social brand experience.”

Technology Defines Authority: Full-Color UV Digital Printing Enhances Corporate Image

Regarding the craftsmanship requirements for gift customization, purchasers in 2026 have demonstrated unprecedented attention to detail. The report indicates that over 85% of multinational organizations and financial enterprises prioritize the precision of printing technology when selecting a Hong Kong corporate gift company.

BeGiftHK has addressed the limitations of traditional screen printing, such as the inability to render gradients and high-precision logos, by introducing cutting-edge “Full-Color UV Digital Printing” technology. This commitment to professionalism has led BeGiftHK to frequently receive high praise as a “Souvenir Recommendation of the Year” in various commercial evaluations.

ESG Transformation: From “Green Products” to “Social Responsibility”

The report concludes by emphasizing that ESG factors have permeated every stage of the purchasing decision. In 2026, the demand for “Recycled PET (RPET)” materials and “Sustainable Sports Solutions” among Hong Kong enterprises consistently accounted for over 40% of the market share. Through its robust supply chain accumulated over years of deep cultivation in the Hong Kong market, BeGiftHK not only provides eco-friendly materials but also assists organizations in planning gift solutions with social impact, integrating “ESG narratives” into every exquisite gift box.

Rooted in Hong Kong, Defining the Future

As an established authoritative brand in the market, BeGiftHK, with its keen market insights and excellent execution, has successfully provided one-stop corporate gift customization services for numerous NGOs, educational institutions, and Fortune 500 companies. Looking ahead, the company will continue to drive industry innovation, creating the most valuable brand souvenirs for Hong Kong organizations with a more professional and forward-looking vision.

About BeGiftHK

BeGiftHK is a professional gift solution provider headquartered in Hong Kong. The company is committed to providing customers with closed-loop gift customization services, including design, production, quality inspection, and logistics, through innovative technology and a unique industry perspective. With the core concepts of “Professionalism, Design, and Value,” BeGiftHK is a designated gift partner for many large-scale events and corporate anniversary celebrations in Hong Kong.

Media Inquiries, please contact:

Contact Person: BeGiftHK Customer Service DepartmentCompany Name: Ideas Promotion Ltd (BeGiftHK)Phone: +852 3490 6532Email: info@ideaspromotion.com.hkWebsite: https://begifthk.com

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SOURCE BeGiftHK

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