The contact center industry is grappling with the best way to use automation to address the volume issues prompted by increased demands from consumers and businesses. Contact center executives have ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More According to a new study by Replicant and Demand Metric, 95% of contact ...

Companies are always looking for ways to improve their net promoter scores and increase customer satisfaction. Given the amount of time and investment it takes to acquire new customers, keeping ...

ISG has launched a study of service providers that help enterprises modernize contact centers and customer experience through AI and service delivery.

In today’s business world, the importance of delivering exceptional customer service cannot be overstated. This is where automation comes into play, offering businesses a powerful tool to enhance ...

Customer service is in a state of crisis—fueled by the loss of talent during the pandemic, the "Great Resignation" and the rising demand for quality service. It's no wonder that contact centers are ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More Balto, a call center automation startup based in St. Louis, Missouri, ...

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ATLANTA--(BUSINESS WIRE)--Intradiem today announced the expansion of its partnership with Five9, the intelligent CX platform provider. This collaboration helps contact centers achieve greater ...

Conversational AI vendor Uniphore today announced the acquisition of Jacada, a well-established process optimization company for contact centers that has recently ventured into the area of low code/no ...

Evernote founder Phil Libin is betting big on conversational bots. He left the now-famous startup he launched in 2007 last year to join venture capital firm General Catalyst, and he sees ...

Today’s consumers have been starved of good customer service. According to the American Customer Satisfaction Index, overall customer satisfaction has been in a sharp decline since 2019, when the ...