Vendor Views

We need a new approach to contact center architecture that leverages open systems, artificial intelligence (AI), and automation.
Posted September 26, 2023

New technologies are transforming the way that call centers operate, but they need to be balanced carefully with high-value, human-to-human customer interactions.
Posted September 19, 2023

Prioritizing digitalization, unifying conversations and knowledge, and working with a proven solution provider will enable government agencies to improve their customer experiences.
Posted September 11, 2023

Responsible and ethical AI is non-negotiable, and seamlessly incorporating it can build trust, enhance customer interactions, and contribute to a more sustainable and inclusive future.
Posted September 06, 2023

AI-powered tech that can enhance the quality of audio is the solid solution to bridge the gap between company values and agents' realities.
Posted September 01, 2023

Customer and employee experience have a huge impact on the success of any organization, and branded communications tools are improving both.
Posted August 28, 2023

Generative AI models have limitations in accuracy assurance and depend on reliable and constrained input, making them ill-suited for enterprise deployment by themselves.
Posted August 22, 2023

Don't add new channels and technologies without considering how it impacts your frontline agents. (Featured on
Posted August 15, 2023

Generative AI is having a moment, but companies can ill-afford a momentary lapse of reason in the responsible application of this technology.
Posted August 08, 2023

If companies integrate generative AI correctly into their contact centers, they'll meaningfully improve the customer experience (CX), boosting customer satisfaction, loyalty, and revenue. (Featured on
Posted August 01, 2023

Here are five ways ChatGPT could do damage to both your CX and overall brand if left uninhibited.
Posted July 25, 2023

The phone channel still has a significant role in the age of digital service; here are three key reasons companies can't neglect calls when completing their digital transformations.
Posted July 18, 2023

Human and AI collaboration is the key to customer service success.
Posted July 05, 2023

AI-driven workforce management + quality assurance = consumer-centric experiences.
Posted June 26, 2023

To maintain close customer relationships as your business grows, establish best practices and look to emerging AI.
Posted June 13, 2023

To maximize the benefits of chatbots built on generative AI, treat them as digital employees with ongoing onboarding and training; chatbots can train your staff, too.
Posted June 05, 2023

The possibilities are huge when large language models are combined with virtual humans.
Posted May 30, 2023

Are you making innovative decisions or falling for the hype? Here's a look at what it truly means to be innovative.
Posted May 24, 2023

AI-enabled virtual agents can improve customer and employee experiences in many ways.
Posted May 17, 2023

Establishing and maintaining digital trust is not just a competitive advantage, it is a business imperative. And the contact center can play a critical role in preserving consumers' trust. (Featured on
Posted May 15, 2023

Gig CX can help companies retain customers in these uncertain economic times.
Posted May 10, 2023

With economic uncertainty and customer demands mounting, companies can stay on top with personalization and the right kind of data.
Posted May 02, 2023

In an increasingly AI-focused landscape, the human connection is still important.
Posted April 25, 2023

Large language models are disrupting CX. Here's where the tech is at and where it can best be applied to get the most out of your CX.
Posted April 18, 2023

Companies can shift the CX narrative with conversational artificial intelligence platforms.
Posted April 11, 2023

Motivate agents regardless of where they work and they will deliver better customer experiences.
Posted March 21, 2023

A complete, scalable, AI-infused platform can change the customer experiences your company offers.
Posted March 14, 2023

Adequately supporting customers in their time of need can prevent them from switching to a competitor.
Posted March 06, 2023

Amid tight labor markets and rising customer expectations, customer service departments are using AI-enabled tools to stay competitive.
Posted March 01, 2023

Empathy, flexibility, and authenticity will help companies weather the CX storm.
Posted February 22, 2023

Customer-centric technology deployments can help healthcare companies combat employment issues.
Posted February 14, 2023

There are small switches you can already make quickly and easily to make your own work more efficient.
Posted February 06, 2023

Businesses must provide their agents with all the tools possible to make their jobs as efficient as possible and improve satisfaction.
Posted January 30, 2023

With attended automation, agents are better prepared and equipped to resolve difficult customer inquiries.
Posted January 23, 2023

Being organized properly, having the right people in place, customer-centricity, and alignment on what customers need and how to best and most efficiently meet these desires is tough but critical work.
Posted January 17, 2023

By investing in their front-line workforces, providing training and a path toward a professional career, and sharing in their successes, organizations can improve their employee engagement and customer experiences.
Posted January 10, 2023

5 trends that will change the nature of customer experience in 2023.
Posted January 03, 2023

Companies that adopt the right mix of automation and humans stand to gain the most in the coming year.
Posted December 27, 2022

We all know happy employees lead to happy customers, and here are five tips to ensure that you have both.
Posted December 20, 2022

Marrying automation and a human touch will be key for customer service in 2023.
Posted December 12, 2022

Most of us have had at least one experience with a call center that didn't quite meet our expectations. But it doesn't have to be that way.
Posted December 06, 2022

Companies can address the looming AX crisis by reimagining knowledge management with an omnichannel knowledge hub.
Posted November 28, 2022

AI can re-humanize contact center agents to connect with human consumers in ways computer algorithms never could.
Posted November 21, 2022

Employee engagement is very important to the success of any business because happy people do the best work.
Posted November 15, 2022

Solutions and technologies available to contact centers can help their agents find the work-life-balance that quiet quitters seek out. (Featured on
Posted November 10, 2022

It's time to put your automation strategy in the hands of the people who know your customers best and restructure your CX organization.
Posted November 08, 2022

The new staffing requires dismantling data silos and empowering the human-bot workforce.
Posted November 01, 2022

Technology enables crystal-clear connections and empowers remote call-center agents.
Posted October 25, 2022

The promise of chatbots remains unfulfilled because most of them still don't work.
Posted October 17, 2022

There is no technology today as practical or transformational to the service industry as computer vision AI.
Posted October 10, 2022