How to Build the Perfect Bot

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New developer tools are steering automation creation. (Featured on

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AWS Adds Generative AI to Amazon Connect

Amazon's generative AI introductions include Amazon Q, Amazon Connect Contact Lens, Amazon Lex in Amazon Connect, and Amazon Connect Customer Profiles.

Nov 28, 2023
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Be My Eyes Integrates Be My AI into Its First Contact Center

Be My Eyes offers AI visual support for blind and low-vision customers.

Nov 16, 2023
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Call Center Fraud on the Rise

TransUnion report shows 90 percent of financial services contact centers see fraud attacks increasing. (Featured on

Nov 10, 2023
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Contact Center Market Expected to Increase by $161.73 Billion Through 2027

The rising adoption of cloud-based contact centers will drive market growth, Technavio reports. (Featured on

Oct 24, 2023
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GenAI Will Benefit Customer Service—Eventually

Generative AI is not yet ready for customer-facing use cases, Forrester asserts. (Featured on

Oct 17, 2023
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AI Undergoes a Contact Center Expansion

Customer service teams can use full, assisted, or attended automation and should employ all three. (Featured on

Oct 10, 2023
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NICE to Acquire LiveVox

NICE expands its conversational AI capabilities with LiveVox acquisition.

Oct 04, 2023