Contact center AI can cut costs and handle more volume, but rushed deployments risk frustrating customers, masking poor ...

CX engineers are becoming the link between AI agents, enterprise systems, and human teams, overseeing customer journeys that increasingly extend beyond the call itself.

Five9 is leveraging its core CCaaS platform to drive AI agent adoption, evidenced by 78% AI revenue growth and enterprise win ...

New AI-powered Real-Time Voice Translation built directly into Zendesk Contact Center helps customers and agents communicate naturally across languages. SAN FRANCISCO ...

Genesys CEO Tony Bates sees AI orchestration as the next battleground, with the platform positioning itself alongside Salesforce and NICE in the race to shape the customer journey.

DeepBrain AI develops AI video generation, AI Human and conversational AI solutions for enterprises. Its flagship platform, ...

FIRST of two parts THE promise usually begins with a simple online message. A high-paying call center job in Thailand. A customer service position in Malaysia. A crypto company in Dubai offering ...

Two Illinois customers allege Walmart created voiceprints from service calls without obtaining consent required under the state’s biometric privacy law.

Microsoft has made Azure Virtual Desktop Hybrid generally available. Session hosts run on customer hardware through Azure Arc ...

Lean Solutions Group (LSG) is expanding its business process outsourcing operations with the acquisition of SupportZebra, a ...

Covers the latest trends and concepts in the design of police stations and public safety facilities.

Inmates in state prisons across Oklahoma say they've been getting paid to make political phone calls.