As contact center AI surges toward a $13.5 billion market, Cresta's new Knowledge Agent aims to solve one of the industry's ...

The Impact of CTI Software on Agent Efficiency and Customer Satisfaction Austin, United States - March 15, 2026 / ...

The Federal Communications Commission (FCC) is considering new rules requiring customer service agents to be based in the ...

In today’s high-volume support environments, contact centers are grappling with a dual crisis: skyrocketing Average Handle Times (AHT) and severe agent burnout. When customer service representatives ...

The embedded training and coaching AI strengthen human-led delivery, especially for complex customer, member and ...

Founded in 1999 in San Francisco, Salesforce targets mid-market to large enterprises seeking unified CRM and data platforms. Its portfolio includes Sales Cloud, Service Cloud, Marketing Cloud, ...

A global study of contact center leaders explores the role of artificial intelligence in activating the agent of the future MINNEAPOLIS--(BUSINESS WIRE)--Calabrio, the workforce performance company, ...

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 ...

Salesforce's new CCaaS shifts CX architecture, placing resolution at the core by interpreting intent and automating workflows across systems.

Insurance brand Aflac is piloting generative AI company-wide, including integrating it into its call center. SVP Keith Farley ...

In a recent survey, we learned how agents feel about the evolving contact center and how they can best serve customers. "Customer experience" was a big buzz phrase in 2015, and will likely continue to ...

The proposed rule would require affected companies to disclose a customer service agent’s location and limit call volume from overseas contact centers, among other changes.