Contact center as a service vendor Amazon Connect debuted multiple new features today, including Predictive Insights (PI), Assistant for Managers (AM), Testing and Simulation (T&S) and Conversational ...

The contact center industry is grappling with how to effectively incorporate artificial intelligence (AI), especially as new AI agents are on the horizon. Many legacy systems require extensive ...

Zendesk announced its intentions to move from a CRM company to a contact center company as far back as ten years ago, with Sheila McGee-Smith talking to the company in 2015 about its cloud-based ...