The Evolution of Data Warehousing: From Traditional to Modern Architectures thumbnail

Data is at the core of modern enterprises, yet as organizations expand and the amount and variety of data expand, traditional approaches to its management often fall short. Companies are now shifting to cloud-based..

AI Is Changing Customer Service: Here’s A Five-Step Plan To Make It Work For Your Company thumbnail

Artificial intelligence (AI) is changing every aspect of the economy and how we work. It will take time to become ubiquitous in specific industries, but it has already transformed customer service. Michiel Hulsbergen explains.

Sybill Secures $11M to Accelerate B2B Sales With AI-Powered Assistant That Transforms Every Rep Into a Super Seller thumbnail

Sybill’s powerful home–grown AI-first assistant allows B2B sales reps to close more deals by automating the tedious manual work it takes to turn a lead into a closed customer, growing to US$1M in ARR within just 9 months..

UK Consumers Call on AI to Save “Broken” Customer Service as Businesses Fail on Expectations thumbnail

A new survey has revealed a growing call from UK consumers for brands to find ways to fix declining levels of customer satisfaction, particularly as customers become more unforgiving of poor service delivery..

8 Benefits of Using AI in Call Centers

8 Benefits of Using AI in Call Centers thumbnail

Ofer Ronen, co-founder and CEO of Tomato.ai, explains how artificial intelligence (AI) software and solutions are on the cusp of revolutionizing the call center industry..

Understanding Customer Advisory Boards: Are They Essential? thumbnail

One powerful, yet often underutilized tool in the quest for understanding our customers is the Customer Advisory Board (CAB). But what exactly is a CAB, and does your business need one? Let’s explore..

Global Microsoft Outage Sparks Customer Service Crisis in Multiple Industries thumbnail

The Microsoft IT outage caused by a CrowdStrike software glitch has significantly impacted customer service across various industries. The outage has led to widespread disruptions, including grounding flights..

CallRail Launches AI Powered Convert Assist for Personalized Conversations thumbnail

CallRail, the AI-powered lead intelligence platform, has announced the arrival of a new product, Convert Assist. The new tool unites key features including call coaching, smart follow-ups, and action planning..

Sinch AI: Pioneering Intelligent Customer Engagement

Sinch AI: Pioneering Intelligent Customer Engagement thumbnail

Sinch, a global leader in Customer Communications Cloud, has launched its new customer engagement tool, Sinch AI. Sinch AI has been woven seamlessly into the Sinch Customer Communications Cloud..

How to Unlock Your Agent’s Potential

How to Unlock Your Agent’s Potential thumbnail

The potential of your contact center agents can significantly influence your business’s success. But how do you unlock this potential? In this article, we’ll explore practical strategies to enhance their performance..

SuccessKPI and ConnectGen Launch Tool to Enhance CCaaS Deployment thumbnail

SuccessKPI, a leader in the 2023 Frost & Sullivan Workforce Optimization Radar report, has partnered with ConnectGen to launch Contact Center Builder, a solution for speeding up CCaaS deployments..

Einstein Service Agent: Salesforce’s Leap Towards Autonomous Customer Service thumbnail

Salesforce has unveiled Einstein Service Agent, an AI-powered autonomous agent set to transform the customer service landscape. Salesforce says they are delivering a future where human and digital agents join forces..

Assured Fire and Security Boosts Growth with BigChange Mobile Tech thumbnail

Assured Fire and Security, the Essex-based installer of electronic fire and security systems, is driving nationwide growth using the latest mobile working technology from BigChange..

Kore.ai Introduces GALE to Drive Enterprise Use of Advanced Gen AI thumbnail

Kore.ai has announced the launch of GALE, it’s first-of-its-kind GenAI platform. Designed to accelerate AI application development, GALE could potentially reduce production time by up to 50%.

Amazon Introduces New AI Chatbot ‘Rufus’ for US Consumers thumbnail

Amazon has rolled out Rufus, an AI chatbot now available to shoppers across the US, through the Amazon mobile app. Rufus’ proficiency is built upon Amazon’s extensive product catalog and customer feedback..

How to Ensure Your Contact Center Does Not Breach Privacy Rules thumbnail

In light of the recent lawsuit taken against Talkdesk Customer Patagonia, businesses need to ensure that their contact centers are compliant with privacy laws. Here’s our guide on how to protect your contact center..

How To Improve Customer Service for Courier Services thumbnail

As people want fast and dependable deliveries more than ever before, their expectations of good service keep increasing. Here are some ways for the courier industry to improve its customer service..

Adamo Dials Up Customer Satisfaction as Sabio Partnership Sparks Telecom Triumph thumbnail

Adamo, a leading provider of high-speed internet services, has recorded remarkable improvements in customer service levels in partnership with Sabio Group. In a project that has demonstrated the power of automation..

How Multimodal AI Interfaces Will Revolutionize CX

How Multimodal AI Interfaces Will Revolutionize CX thumbnail

The next evolution of human-machine interaction could bring about real, unprecedented synergy between humans and machines – with CX as the obvious beneficiary, writes Avaya’s Tvrtko Stosic..