Despite advances in AI and automation, contact center agents remain frustrated by high volumes of manual, repetitive tasks and poor work-life balance. Nearly one-third of agents (31%) surveyed say ...

With AI dominating headlines, it’s easy for any business decision-maker to get wrapped up in how to fast-track their teams and innovations with the emerging tech. This rings true for the contact ...

Salesforce Agentforce Contact Center unifies CRM, AI and workflows — but is the complexity worth it? A deep dive with analyst ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

Monitoring call times, optimizing agent schedules, timely analytics, not to mention the ability to view the entire customer journey in real and historic-time, ensuring agents have the on-demand ...

They may not call it UC, and none of the likely suspects may be involved (Avaya, Nortel, Cisco, Siemens, Microsoft, etc.), but Convergys has one heck of a lot of agents using instant messaging and ...

ChatGPT is a natural language processing (NLP) model based on OpenAI’s generative pre-trained transformer (GPT). This AI model generates human-like responses and text for almost any question or ...

ATLANTA--(BUSINESS WIRE)--Intradiem, the leading provider of contact center automation solutions for customer service teams, today announced the results of a comprehensive research study conducted in ...

The longstanding key to success in the contact center has been to focus on the customer experience almost exclusively. It makes sense, right? Your customers bring in the revenue; therefore, you should ...

FORT LAUDERDALE, Fla., Oct. 23, 2024 /PRNewswire/ -- Today at WebexOne, Cisco (NASDAQ: CSCO) unveiled new AI-powered innovations, including the Webex AI Agent, AI Agent Studio and Cisco AI Assistant ...