The company launched the Agent Operations Center on Dec. 9, positioning it as the first unified command hub for managing both ...

Trevor Clark is the Founder and CEO of ShyftOff, a flexible, on-demand outsource solution for contact centers and customer support teams. The contact center industry has undergone significant ...

Integration connects agentic orchestration with multi-agent AI to streamline enterprise customer service workflows.

Businesses can now oversee and guide every customer interaction in real time, creating a new role in the customer experience center: the AI Supervisor.

FORT LAUDERDALE, Fla., Oct. 23, 2024 /PRNewswire/ -- Today at WebexOne, Cisco (NASDAQ: CSCO) unveiled new AI-powered innovations, including the Webex AI Agent, AI Agent Studio and Cisco AI Assistant ...

A global study of contact center leaders explores the role of artificial intelligence in activating the agent of the future MINNEAPOLIS--(BUSINESS WIRE)--Calabrio, the workforce performance company, ...

Observe.AI combines advanced speech understanding, workflow automation, and enterprise-grade governance to execute end-to-end workflows with AI agents. It also enables teams to guide and augment human ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

AI and automation are transforming contact center solutions, making customer service one of the most common ways that people will interact with AI in their daily lives. The advantages of well-executed ...

The generative AI boom has every industry dreaming big about how the technology can be applied to increase efficiency. But arguably, none is as interesting as the contact center industry, a sector ...

In the customer service realm, various studies have shown that call center agents are at a higher risk of suffering from mental health issues. One report suggested that more than 8 in 10 call center ...

Calabrio surveyed 400 contact center managers from across 10 countries, 4 age groups, and 6 industries. While there is much debate in the market, this report’s response is clear: AI won’t be used to ...