Artificial Intelligence

Eight Days a Week: The Always-On Contact Center

Sixty percent of consumers globally expect to be able to engage with an organization at any time and on any channel.

People Culture Workplace Environment Technology Software Platforms Artificial Intelligence

Cognitive Collaboration, Artificial Intelligence and Music Nerds

Initially, the big focus was on replacing resources but the real action will be in agent augmentation, where technology and humans work hand-in-hand to deliver better experiences.

Technology Artificial Intelligence

Making AI Work in the Contact Center

Investing in AI without an outcome-oriented plan in place can have significant consequences for your business.

Technology Artificial Intelligence

Let’s Chat About Chatbots

The best deployments use chatbots selectively, leverage AI and seamlessly hand off any collected information.

Technology Artificial Intelligence White Papers

How AI Is Reducing Handle Time and Improving the Customer Experience

Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make KM effective.

Technology Artificial Intelligence White Papers


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