Agentic AI is all the rage these days, with organizations exploring how AI can be infused into daily operations. The meaningful excitement lies in the application of agentic AI within a specific ...

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 ...

Much of the early commentary around Salesforce’s Agentforce Contact Center focused on the company’s long-anticipated entry into the contact center as a service (CCaaS) market. Salesforce has spent ...

We’re able to save the day most the time.” Companies are adopting cloud-based contact center solutions to enhance customer ...

To better understand how things are changing in the customer service and experience space, I spend quite a bit of time speaking with technology vendors. One of my most recent chats was with Olivier ...

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 ...

Executives, contact center leaders, and agents have been grappling with this question since late 2022, when OpenAI brought ChatGPT and generative artificial intelligence (GenAI) into the mainstream.

One of life’s many irritations is calling a service number, reciting account details with a reason for calling to a chatbot, and then being transferred to a human agent and having to repeat everything ...