For analysts, the past few weeks have been a blur of industry events, and our travel schedules have never been busier. Vendors are trying to make up for lost time after a three-year hiatus from ...

Eltropy, a 9-year-old digital communications provider that primarily serves credit unions, is eager to raise its profile among community banks. Processing Content To this end, the contact center ...

The race to delight customers, increase wallet share, and reduce cost to serve for all companies - large and small - is driving a high-stakes gold rush for the artificial intelligence (AI)-driven ...

Like other contact center vendors, Talkdesk is incorporating artificial intelligence (AI) into its contact center as a service (CCaaS) offerings. Although 84% of contact center organizations expect ...

Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...

A hosted contact center is a cloud-based customer service solution that enables businesses to manage customer interactions without the need for on-premises infrastructure. Unlike traditional contact ...