The customer contact center stands at the nexus of AI innovation. The potential economic benefits of this shift are undeniable. However, as we stand on the cusp of this technological revolution, a ...

Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...

Transforms the Contact Center Agent Experience with Powerful Contact Queuing and Handling Features that Enhance Productivity and Personalize Both Agent and Customer Engagement CAMPBELL, ...

A Conversational Agentic AI Operating Not as A Tool, But as the Contact Center Workforce OnviSource announced the launch of ChatOrchestra(TM), a Conversational Agentic AI that "un-tools AI", shifting ...

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers Automated ...

BenchmarkPortal’s Learning Channel+ is a subscription-based microlearning library built for contact center agent training and coaching, featuring 50+ workplace-friendly videos in approximately ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

Observe.AI is rolling out new features that will enable companies to create artificial intelligence agents for their contact centers. The startup debuted its VoiceAI agents, as the feature set is ...

Contact center work is stressful in all industries. In the insurance industry, it can be downright exhausting. Instead of taking calls about return policies or clearance sales, contact center agents ...

ChatGPT is a natural language processing (NLP) model based on OpenAI’s generative pre-trained transformer (GPT). This AI model generates human-like responses and text for almost any question or ...