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 ...

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

A new voice AI agent called Leaping AI is part of a movement bringing the call center industry into the age of sophisticated ...

Effective call center coaching techniques will turn call center QA insights into action, boosting agent performance, FCR, and CSAT, while elevating customer experience.

Investing in agent well-being, engagement, and coaching (backed by call center QA) directly translates into higher CSAT/NPS, ...

Utilities face increasing challenges from service disruptions, rising costs, and fraud threats. Implementing AI solutions ...

Amazon.com Inc on Tuesday announced voice recognition as part of a suite of call-center services for businesses, as the company sees growing demand for its cloud tools during the coronavirus pandemic.

New AI-first, human-backed model delivers speed, scale, and empathy — outperforming both legacy and AI-only solutions SAN ...

AMD shares soared 24% to $203.71 after the agreement was announced Monday, adding $63.4 billion to the company’s market ...

After changing its technology and losing a major customer, Kea returned with a colorful rebrand that puts a wise-cracking ...

CoreWeave said Monday it has signed a $6.3 billion initial order with Nvidia with a condition that the AI chip star buys ...