Ofer Ronen, co-founder and CEO of Tomato.ai, explains how artificial intelligence (AI) software and solutions are on the cusp of revolutionizing the call center industry..

One powerful, yet often underutilized tool in the quest for understanding our customers is the Customer Advisory Board (CAB). But what exactly is a CAB, and does your business need one? Let’s explore..

The Microsoft IT outage caused by a CrowdStrike software glitch has significantly impacted customer service across various industries. The outage has led to widespread disruptions, including grounding flights..

CallRail, the AI-powered lead intelligence platform, has announced the arrival of a new product, Convert Assist. The new tool unites key features including call coaching, smart follow-ups, and action planning..

Sinch, a global leader in Customer Communications Cloud, has launched its new customer engagement tool, Sinch AI. Sinch AI has been woven seamlessly into the Sinch Customer Communications Cloud..

The potential of your contact center agents can significantly influence your business’s success. But how do you unlock this potential? In this article, we’ll explore practical strategies to enhance their performance..

SuccessKPI, a leader in the 2023 Frost & Sullivan Workforce Optimization Radar report, has partnered with ConnectGen to launch Contact Center Builder, a solution for speeding up CCaaS deployments..

Salesforce has unveiled Einstein Service Agent, an AI-powered autonomous agent set to transform the customer service landscape. Salesforce says they are delivering a future where human and digital agents join forces..

Assured Fire and Security, the Essex-based installer of electronic fire and security systems, is driving nationwide growth using the latest mobile working technology from BigChange..

Kore.ai has announced the launch of GALE, it’s first-of-its-kind GenAI platform. Designed to accelerate AI application development, GALE could potentially reduce production time by up to 50%.

Amazon has rolled out Rufus, an AI chatbot now available to shoppers across the US, through the Amazon mobile app. Rufus’ proficiency is built upon Amazon’s extensive product catalog and customer feedback..

In light of the recent lawsuit taken against Talkdesk Customer Patagonia, businesses need to ensure that their contact centers are compliant with privacy laws. Here’s our guide on how to protect your contact center..

As people want fast and dependable deliveries more than ever before, their expectations of good service keep increasing. Here are some ways for the courier industry to improve its customer service..

Adamo, a leading provider of high-speed internet services, has recorded remarkable improvements in customer service levels in partnership with Sabio Group. In a project that has demonstrated the power of automation..

The next evolution of human-machine interaction could bring about real, unprecedented synergy between humans and machines – with CX as the obvious beneficiary, writes Avaya’s Tvrtko Stosic..

As companies wise up to the importance of keeping customers happy, the role of Customer Experience Manager has shifted from a supporting player to a starring role, with businesses seeking out CX experts..

GEM Environmental Building Services has rolled-out a job management system from BigChange. The cloud-based, 6-in-1 solution live links engineers in the field with back-office management systems providing real-time..

Home Group has partnered with Business Systems Ltd, an industry expert in digital communications solutions, to help transform its contact centre operations, achieving a ROI within six months of implementation..