Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and ...

Contact Center Surge in use of contact center software among organizations to enhance customer experience through multiple channels including voice, video, mobile, web, and social media is the key ...

The promise of AI tools with the agency to make decisions has potential – but adopters would be wise to understand what AI agents can do well.

Discover how AI and automation technologies revolutionize marketing strategies. Explore innovative marketing automation ...

According to the recently released IDC report China Contact Center Market Share, 2023: The Age of Intelligence, Huawei had ...

Cognigy announces its placement in the CMP Research Prism, an elite technology assessment framework developed by CMP Research, a division of Customer Management Practice (CMP). Showcasing capabilities ...

One of the most common reasons AI-powered customer service solutions fail to live up to their promises is when expectations ...

Struggling to choose between ACD vs IVR? Learn which one's best if you have to choose and when you should use both.

Australian telecoms provider Optus has partnered with NICE, a provider of AI customer service automation solutions, to overhaul Great Southern Bank's contact centre operations. Great Southern Bank had ...