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 ...

Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...

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 ...

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 ...

Contact center work is stressful in all industries. In the insurance industry, it can be downright exhausting. Instead of taking calls about return policies or clearance sales, contact center agents ...

Observe.AI is rolling out new features that will enable companies to create artificial intelligence agents for their contact centers. The startup debuted its VoiceAI agents, as the feature set is ...

New AI-powered innovations in Webex Contact Center are focused on promoting agent efficiency and well-being, resulting in reduced turnover, exceptional customer experiences and real business outcomes.

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 ...

"AI copilot" is a rapidly emerging SaaS category, promising to increase productivity across role types and industries by taking on routine tasks. But how does AI copilot improve contact center agent ...

AI isn’t simply a technology shift – it’s a people issue, particularly when desk workers feel threatened by the very generative AI tools their companies require them to use. Worse, the large language ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

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 ...