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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 Gallo @ hgallo@srgresearch.com or at 775-785-3113.

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SOURCE Synergy Research Group

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AKEEYO to Showcase 711Air, 750S and H2 Ride Cameras at EICMA 2026

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SHENZHEN, China, Oct. 26, 2026 /PRNewswire/ — AKEEYO, a brand dedicated to dash cams and ride cameras, will exhibit at EICMA 2026, November 3–8 at Fiera Milano Rho, Italy. At Hall 24, Booth B67, the brand will showcase the 710Lite, 730Pro, 750Lite, 750S, 711Air and H2, spanning lightweight recording, 4K image quality and helmet-view capture.

711Air Makes Everyday Recording Simple

Weighing just 80g, the new 711Air adds minimal weight to a helmet, while its 1800mAh battery supports 8–10 hours of recording. One-touch quick recording, with vibration feedback confirming power on/off and recording start/stop, means riders never need to look at the camera. It also offers up to 36 hours of Always On Video (AOV) monitoring, plus 2.4GHz Wi-Fi, app connectivity and over-the-air (OTA) firmware updates.

750S Captures the Road in True 4K HDR

The 750S combines true 4K HDR recording with electronic image stabilization (EIS) for detailed, steadier riding footage. Dual-band Wi-Fi supports stable connections and efficient video transfers, while app access and OTA firmware updates simplify video management and keep the camera up to date. It is designed for touring riders, cyclists and anyone seeking high-quality recordings.

H2 Records from the Rider’s Perspective

Designed for helmet-view recording, the H2 features dual 1080p cameras that capture two perspectives at once, along with 8–10 hours of runtime and a 3-second quick-release mount. Its lightweight, easy-to-use design suits daily rides and longer motorcycle journeys.

Also on display are the AKY-730Pro 4K touchscreen camera, the ultra-compact AKY-710Lite and the endurance-focused 750Lite.

Visit AKEEYO at EICMA 2026

Dates: November 3–8, 2026
Booth: Hall 24 • Booth B67
Venue: Fiera Milano Rho
Address: Strada Statale del Sempione 28, 20017 Rho (MI), Italy

For AKEEYO, EICMA 2026 is the right stage to introduce the 711Air to riders, media and the global two-wheeler industry. Visitors can handle the 80g body and try one-touch recording in person, and dealers and distributors interested in partnering with AKEEYO are welcome to fill out the inquiry form.

About AKEEYO

AKEEYO designs dash cams and ride cameras for cars, motorcycles and bicycles, helping users record the road and relive their journeys.

Website: www.akeeyo.com 

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For A Bright Future Foundation Launches NextGen Finance Lab Across Manhattan High School District, New York

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District-wide rollout brings project-based financial literacy and professional mentorship to Manhattan’s 50 public high schools, building on a successful pilot at Jacqueline Kennedy Onassis High School

NEW YORK, Oct. 26, 2026 /PRNewswire/ — Louis Hernandez Jr.’s Foundation For A Bright Future (“For A Bright Future,” “FABF”), a 501(c)(3) nonprofit organization dedicated to expanding educational opportunity for underserved youth, today announced the district-wide expansion of its NextGen Finance Lab program into the Manhattan High School District. In partnership with the Manhattan High School District Team, under the supervision of Superintendent Gary Beidleman, FABF will launch the program’s first cohort of 8 high schools this fall, with plans to bring the NextGen Finance Lab to additional Manhattan high schools in the semesters that follow as part of a phased, district-wide rollout.

“At Jacqueline Kennedy Onassis, we saw firsthand what this program can do. Our students left Pitch Like A Dragon more confident, more articulate, and more prepared to manage their own financial futures than I’ve seen from any other initiative we’ve run. I’m proud that the model our students and teachers helped build is now reaching classrooms across Manhattan,” said Manuel A. Ureña, Principal, Jacqueline Kennedy Onassis High School.

The NextGen Finance Lab is a project-based financial literacy program that integrates the Dave Ramsey Financial Literacy curriculum with FABF’s FinTech mentorship ecosystem. Throughout the program, students build core skills in budgeting, saving, debt elimination, investing, and entrepreneurship, while working directly with FinTech industry professionals who share real-world perspective on banking, digital wallets, investing, and career pathways in financial technology. The program culminates in “Pitch Like A Dragon,” a school-level and district-level competition in which student teams pitch original business and FinTech concepts to a panel of industry leaders, venture capitalists, and New York City business professionals, with scholarship awards presented to top teams.

“This expansion is proof of what’s possible when a nonprofit, a school district, and industry partners commit to the same goal. Everything we’re scaling today started as a pilot at Jacqueline Kennedy Onassis High School, where educators and students helped shape the curriculum and the ‘Pitch Like A Dragon’ event structure now being adopted by seven more schools this fall. That’s how one school’s success becomes a lasting pathway for thousands of students across Manhattan,” said Gina Rogoto, SVP, Operations and Programs, For A Bright Future Foundation.”This expansion demonstrates the collective impact achievable through aligned partnerships. The model shaped at  Jacqueline Kennedy Onassis (JKO) High School now serves as a lasting foundation for advancing financial literacy for thousands of students across Manhattan,” said Gina Rogoto, SVP, Operations and Programs, FABF. The success at JKO High School, now fueling district‑wide deployment, was strengthened by the guidance of FABF’s Consultant in Academic Affairs and former Senior Deputy Chancellor of the NYC Department of Education, whose deep expertise helped shape a program adaptable to each school’s unique vision and academic priorities.

FABF and the Manhattan High School District Team have confirmed the following schools for the initial launch cohort:

Leadership and Public Service High SchoolJacqueline Kennedy Onassis High SchoolHigh School for Law and Public ServiceMurry Bergtraum High School for Business CareersHigh School of Fashion IndustriesHudson High School of Learning TechnologiesMott Hall High School: Finance Lab ProgramFood and Finance High School

FABF’s long-term goal is to bring the NextGen Finance Lab to all 50 high schools in the Manhattan District, expanding in phased cohorts over the coming semesters.

“As someone who spent a career in financial services, I know how much of a difference it makes when young people are exposed to these concepts early. This program doesn’t just teach students about money; it gives them the confidence to pitch real ideas, take feedback, and think like entrepreneurs,” said Benson Porter, Program Chairman, NextGen Finance Lab, FABF.

About For A Bright Future Foundation

Louis Hernandez Jr’s Foundation For A Bright Future is a 501(c)(3) not-for-profit organization that empowers underserved youth with equitable access to education, technology, financial capability, and wellness. We help students develop future‑ready skills that unlock lifelong opportunity and support thriving global communities. Learn more at www.fabff.org. 

FABF operates programs nationwide, including the NextGen Finance Lab, the NextGen Media Creators Lab, the merit- and need-based scholarships, and youth leadership development, working directly with schools, districts, and industry leaders to bridge opportunity gaps for the next generation.

Media Contact
Gina Rogoto, SVP, Operations and Programs
For A Bright Future Foundation
gmr@forabrightfuturefoundation.org

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SOURCE Louis Hernandez Jr.’s Foundation For A Bright Future

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VOICEBUDS, A QUIETER WAY TO WORK WITH VOICE, NOW AVAILABLE FOR HOLIDAY SHIPPING

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Voicebuds reinvent earbuds for personal voice computing, even below a whisper

SAN MATEO, Calif., Oct. 26, 2026 /PRNewswire/ — Subtle announced today that Voicebuds, its award-winning private voice computing device, is available to ship in time for the 2026 holiday season, with customers ordering by December 10th receiving their devices by December 24th.

Since Voicebuds were unveiled in January, AI voice dictation has surged in popularity, but the fundamental problems with voice input remain unsolved. Dictating aloud is awkward in open offices, offers little privacy in public spaces, and remains unreliable when others are speaking nearby.

With Voicebuds, Subtle has reinvented the earbud as a private voice interface that works even at a whisper. The device combines Subtle’s breakthrough voice isolation technology with an AI voice computing app for iPhone and Mac, enabling discreet, reliable voice computing in the places where people actually live and work. Voicebuds serve as both premium everyday earbuds for music and calls, and a personal computing device for voice dictation and AI. They are designed for voice productivity in crowded commutes, quiet libraries, noisy cafes, and shared spaces where traditional voice tools have always failed.

“It’s been inspiring to hear from our beta testers using Voicebuds to prompt AI in shared offices without booking a quiet booth, dictate on planes without bothering their seatmates, and take calls amid the noise and bustle of their daily lives,” said Tyler Chen, cofounder and CEO of Subtle. “We’re incredibly excited to put Voicebuds in the hands of all of our customers just in time for the holidays and hear what new use cases they come up with.”

In Subtle’s internal testing across real-world noise environments, Voicebuds delivered up to 5X fewer transcription errors than AirPods Pro 3 combined with leading AI dictation software.

Voicebuds offer:

Subtle voice dictation: Write with voice in any app on iPhone and Mac, without being overheard.Voice notes: Capture thoughts and ideas instantly, and access them across multiple devices.Contextual AI chat: Brainstorm with an AI assistant, without being overheard.Music and calls: Everyday listening, noise cancellation, multipair connectivity and clear calls.

For holiday shoppers, Voicebuds replace multiple devices and apps as a single product for listening, communication, and voice computing that finally works in the real world.

Voicebuds are available starting today for $249 in either Parchment White or Ink Black. Voicebuds ship with a 1-year membership to the Subtle app for iPhone and Mac, providing a complete voice productivity experience across dictation, contextual AI chat, and cross-device voice notes. After year one, users can continue the full Subtle Pro membership for $17 per month, or switch to the free tier anytime with full earbud functionality and limited AI usage.

Customers can order now at subtle.co.

About Subtle

Subtle is pioneering personal voice computing technology, designed to make voice the most effective, trusted interface anywhere. Its machine learning technology powers consumer hardware for whispered, private, and noise-resilient voice AI that works in real-world environments. Founded by Stanford engineers and based in the San Francisco Bay Area, Subtle is supported by funding from Entrada Ventures, Amplify Partners, Abstract Ventures, and founders of Twitter, Pinterest, and Perplexity. Learn more at subtle.co.

Media Contact

press@subtle.co

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SOURCE Subtle Computing

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