While transcripts and operational records show what happened, the harder challenge is capturing why an employee recognized a ...

Curtis Peterson has more than 20 years of experience managing information technology and carrier-scale data and packet voice communication networks. At companies ranging in size from start-ups to ...

Contact center AI increasingly routes customers, prioritizes cases and triggers resolutions without waiting for an agent, which means a recommendation can become a completed action before a person ...

As AI gives all contact center platforms the same performance-boosting features for humans, the competitive gap will move to ...

Justin Robbins is senior manager, content marketing at Talkdesk. Over the past two decades, Justin has grown from a front-line customer service agent to one of the most recognizable faces (and bowties ...

Kevin is a partner with enableUC, a company that helps measure, monitor and improve UC and collaboration usage and adoption through a unique set of products and services, including the knowledge ...

These three priorities offer platform providers more of an advantage than any individual type of channel partner.

Join us at ICMI’s Contact Center Expo in Orlando to solve critical operational challenges alongside a community of peers who speak your language. From exclusive site tours at world-class brands like ...

In theory, having a dedicated second line for business on your mobile phone is a good idea. For SMBs in particular, who wouldn’t want that? Everyone has a smartphone, most workers use telephony all ...

Zendesk announced a new Real-Time Voice Translation capability on Thursday. It provides bidirectional translation during inbound and outbound contact center voice calls. The customer and agent can ...

Marc Sollars is chief evangelist and a Company Director at Teneo, a specialist integrator of next-generation network, storage, and security technologies. In his role as CTO, Marc exhibits a passion ...