Skip To Main Content
Sheila McGee-Smith on Muck Rack

Sheila McGee-Smith

  • Founder and Principal Analyst, McGee-Smith Analytics
Chicago, Etna, Oak Brook
As seen in: LinkedIn, Twilio, NewsBreak, RingCentral Blog, Genesys, No Jitter, ICMI, TalkingPointz
Contact center/enterprise communications industry analyst. NYC born and bred, concrete jungle where dreams are made of.
Is this you? As a journalist, you can create a free Muck Rack account to customize your profile, list your contact preferences, and upload a portfolio of your best work. Claim your profile

Get in touch with Sheila

Contact Sheila, search articles and posts on X, monitor coverage, and track replies from one place.

Learn more about Muck Rack

Actions

Share this page

Is this you?

As a journalist, you can create a free Muck Rack account to customize your profile, list your contact preferences, and upload a portfolio of your best work.
Claim your profile

Articles

How Genesys's Pinkfish buy aims to bridge a longstanding CX gap

|
By Sheila McGee-Smith
| No Jitter Verified
On June 30, Genesys announced it had acquired Pinkfish, a two-year-old startup focused on agentic orchestration of workflows and AI-driven enterprise integrations. Financial terms of the transaction were not disclosed. The purchase brings Pinkfish’s extensive integration library - which includes over five hundred integrations supporting 25,000 Model Context Protocol (MCP) tools across CRM, ERP, billing, and IT systems - into the Genesys Cloud ecosystem.
Open in Who Shared Issue with article?

8x8 debuts AI routing for the entire organization

|
By Sheila McGee-Smith
| No Jitter Verified
Today at Customer Contact Week in Las Vegas, 8x8 introduced AI Routing as a platform-level routing capability aimed at matching customers to the right expert across the organization. AI Routing is available now in a controlled introduction. 8x8 said it is collaborating with current customers as part of the rollout. Two aspects of the new routing solution stand out: automated skill discovery with supervisor oversight and a routing engine that extends beyond the contact center.
Open in Who Shared Issue with article?

Salesforce delivers WEM for Agentforce Contact Center

|
By Sheila McGee-Smith
| No Jitter Verified
Today at Customer Contact Week in Las Vegas, Salesforce announced general availability of Agentforce Contact Center Workforce Engagement Management, adding workforce management, quality management, and visibility of both human and AI activity in Agentforce Service Command Center to its new CCaaS stack.
Open in Who Shared Issue with article?
See all 291 articles