Aragon Research positions Convoso as a Specialist in the 2026 Globe™ for Agent Platforms in the Intelligent Contact ...

The Impact of CTI Software on Agent Efficiency and Customer Satisfaction Austin, United States - March 15, 2026 / ...

Cresta, the unified customer experience AI platform for human and AI agents, today announced the launch of Cresta Knowledge Agent, an AI assistant that works alongside human agents delivering precise ...

The embedded training and coaching AI strengthen human-led delivery, especially for complex customer, member and ...

In today’s high-volume support environments, contact centers are grappling with a dual crisis: skyrocketing Average Handle Times (AHT) and severe agent burnout. When customer service representatives ...

With AI dominating headlines, it’s easy for any business decision-maker to get wrapped up in how to fast-track their teams and innovations with the emerging tech. This rings true for the contact ...

Founded in 1999 in San Francisco, Salesforce targets mid-market to large enterprises seeking unified CRM and data platforms. Its portfolio includes Sales Cloud, Service Cloud, Marketing Cloud, ...

Monitoring call times, optimizing agent schedules, timely analytics, not to mention the ability to view the entire customer journey in real and historic-time, ensuring agents have the on-demand ...

Brian Tuite is cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. I have written extensively on the power of simulation ...

Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent engagement in training, accelerate skill adoption, ...

In a recent survey, we learned how agents feel about the evolving contact center and how they can best serve customers. "Customer experience" was a big buzz phrase in 2015, and will likely continue to ...