AI and automation are transforming contact center solutions, making customer service one of the most common ways that people will interact with AI in their daily lives. The advantages of well-executed ...
New Laivly research finds board-level scrutiny is forcing CX teams to declare early success on AI projects that aren't ...
SUNNYVALE, Calif., June 24, 2026 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN ) today announced eGain AI Agent for Zoom Contact Center, delivering ...
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 ...
As AI agents take on more of the customer journey, voice remains a critical channel for customer service. Zendesk research ...
As part of the wider ongoing push to ‘Agentforce-ize’ everything, Salesforce recently introduced Agentforce Contact Center, pitched by the firm as: the only contact center solution that unifies voice, ...
Clarity has released AI Agent QA, a tool that evaluates 100 percent of voice and text interactions against a company's own scoring rubric. The ...
The contact center industry is grappling with how to effectively incorporate artificial intelligence (AI), especially as new AI agents are on the horizon. Many legacy systems require extensive ...
A complete WEM suite makes it easier for Salesforce to position Agentforce Contact Center as a replacement for current CCaaS ...
The GA release unifies Dynamics 365 and Microsoft 365 workflows, giving service reps AI-driven access to case data and actions in one interface.
Despite advances in AI and automation, contact center agents remain frustrated by high volumes of manual, repetitive tasks and poor work-life balance. Nearly one-third of agents (31%) surveyed say ...
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