Passing just enough context about a service interaction can assuage consumer trepidation over AI and build loyalty.

The main cause of data loss is the end users: 58% of respondents said users were responsible for data loss incidents, while ...

Define what needs fixing before choosing AI solutions, ensuring technology serves specific business needs rather than trends.

Comms channel and software tool proliferation can damage productivity. Reducing that friction can improve employee and ...

Although AI concerns fuels burnout, agents in smaller contact centers view the technology more favorably than those at larger ...

The use of unapproved AI tools can lead to data leaks or security vulnerabilities. Employers should instead bring AI use into the light.

Done right, AI agents can make the total customer experience feel more human, says CEO of agentic AI automation platform ...

The European company’s different workplace culture and development make it a refreshingly different UCaaS option for anyone in the market.

With a new contact center platform as its foundation, Avaya is headed toward public cloud and on-prem deployments while leveraging partnerships for AI.

As CSO and co-founder of MOBI, Josh is responsible for the company's technical vision and direction, as well as the Solutions Architect Group, which works with customers on each MOBI implementation.

In May 2025, Zendesk announced the completion of the acquisition of Local Measure, a leading CCaaS (Contact Center as a ...

Doug Carolus is Senior Associate at Pace Harmon. With over 20 years in the communications technology industry, Doug's focus is on enterprise communication technologies. Prior to joining Pace Harmon, ...