Salesforce's new CCaaS shifts CX architecture, placing resolution at the core by interpreting intent and automating workflows across systems.

You are a valued customer and your feedback is important to us” droned the chatbot with faux-obsequiousness, after I’d spent a frustrating two hours attempting to contact a real live human being ...

Rachel Papka explains why healthcare contact centers shape patient anxiety, access and trust long before a clinician enters ...

The Better Business Bureau can. It just gave Buc-ee's an "F" rating, citing a pattern of customer complaints.

New Puebla operations strengthen bilingual support for a leading U.S. insurer and advance Liveops’ global, AI-enabled ...

Zoom is expanding its collaboration with voice biometrics company by adding its identity authentication and deepfake ...

Unified engagement platforms are reshaping how distributed teams serve customers, and 8x8 is betting its latest expansion will capture that momentum. 8x8, Inc. announced on March 12 the global general ...

A tense scene at San José Mineta International Airport unfolded on social media after a user on X reported that a man removed ...

The embedded training and coaching AI strengthen human-led delivery, especially for complex customer, member and ...

Ameritas' group division proudly celebrates a significant milestone: earning the BenchmarkPortal Center of Excellence ...

But the company is looking at Data 360 to underpin its AI roadmap, with the technology set to be incorporated into its voice, ...

Toyota is recalling more than 550,000 vehicles for seat issues, according to the National Highway Traffic Safety ...