Companies plan on improving agent desktop interfaces to foster customer experience.
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Customer interaction analytics, autonomous agents and AI-driven upsells are some of the CX trends that could boost revenue, cut costs and improve customer service.
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A growing number of attacks, along with the impact of AI, are creating urgency for security teams.
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By integrating contact center software with back-office apps, companies can improve employee productivity, customer satisfaction and ultimately their bottom line.
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In the contact center, the trend has long been clear: Cloud is the way forward.
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Research shows that gen AI search delivers measurable CX gains, increasing the need to get knowledge management right.
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IVR systems have been the bane of customer service for decades. Now AI is stepping in to save us all from menu purgatory with smart, conversational call routing.
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Before organizations migrate their existing phone systems into Microsoft Teams, they need to select the right telephony architecture that fits their business needs.
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Differences in agent performance can negatively impact customer ratings, but AI can help identify and guide low performers on how to improve.
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Teams Phone can handle lightweight use cases, while integrating with dedicated contact center platforms.
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