AI hype abounds, but real winners will harness proprietary data for lasting advantage. See why Five9, Intuit, Getty, and more ...

The rise of AI-powered agent assistance software is becoming essential for customer-focused organizations. These tools ...

The integration of AI into Contact Center as a Service and Unified Communications as a Service tools is having a measurable ...

The group’s visit is the latest effort by Democrats to push back against President Donald Trump’s aggressive immigration ...

Agent associations are condemning United Healthcare's decision to eliminate agent commission from 100 Medicare Advantage plans.

King of Prussia, Pa.-based Universal Health Services has rolled out an AI agent to call patients and check in on patients after they’re discharged from the hospital. The 29-hospital system originally ...

For SMBs, every unanswered call represents lost revenue, wasted marketing spend, and a missed chance to deliver great service.

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to ...

Customers are on average about twice as likely to use self-service options on their next customer service journey if the option is recommended by a call center agent, according to a Gartner survey ...

A call center agent sustained wounds on his face and other parts of his body after his alleged former workmates stabbed him multiple times. The 29-year-old call center agent identified only as a ...

AI-powered knowledge bases significantly improve call center efficiency by providing agents with instant access to accurate and up-to-date information. "AI allows call centers to build knowledge ...

HILO (HawaiiNewsNow) - A blessing and dedication ceremony took place Monday for Hawaii County’s new emergency call center; one that officials say has been decades in the making. The 17,000 ...