While voice AI agents are already able to automate simple requests, automating complex workflows is still elusive, meaning ...

People will forget what you said, people will forget what you did, but people will never forget how you make them feel” (Maya ...

When we shop online, a chatbot answers our questions. A virtual assistant helps us track a package. And an AI system guides ...

Running a call center is about more than just answering phones. Every call, every second of talk time, and every interaction ...

Deliver consistent omnichannel CX by unifying customer profiles, orchestration and knowledge, and using call center QA to ...

Discover how Artificial Intelligence is transforming enterprise solutions and boosting efficiency. Read the exclusive ...

"They scoffed, stood up, and threw out the tea, still almost completely full, into our trash. As they stormed out the door, ...

With the arrival of AI, the human headcount in the contact center—including people who might otherwise answer a call and talk ...

Contact centers have evolved far beyond phone banks and scripts. A modern contact center is now integrated with AI, analytics ...

QA monitoring covers every stage of the software development life cycle, from early design reviews to automated tests and ...

With AI-powered fraud on the rise, it pays to always be cautious. Scams are getting more advanced every day, as seen with ...

On October 5, the Scattered LAPSUS$ Hunters victim shaming and extortion blog announced that the group was responsible for a ...