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 ...

The company launched the Agent Operations Center on Dec. 9, positioning it as the first unified command hub for managing both ...

Procedureflow, the intelligent knowledge management platform, today announced its integration with NiCE CXone that embeds ...

eGain has introduced the eGain AI Agent for Contact Center, a new solution designed to enhance agent performance and customer satisfaction in contact centers. By providing agents with AI-driven, ...

Businesses can now oversee and guide every customer interaction in real time, creating a new role in the customer experience center: the AI Supervisor. SUNNYVALE, Calif., Dec. 9, 2025 /PRNewswire/ -- ...

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 ...

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 ...

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 ...

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 ...

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 ...

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 ...