Despite advances in AI and automation, contact center agents remain frustrated by high volumes of manual, repetitive tasks and poor work-life balance. Nearly one-third of agents (31%) surveyed say ...

New platform shatters the decades-old 'AI handles it or a human handles it' model - introducing a third paradigm where AI ...

One of the largest insurance companies in the U.S. handles 12,000 policy requests every day. Two years back, their call center had 180 agents who answered simpl ...

Learn what agentic finance means, how AI agents use blockchain payments, and where stablecoins and x402 fit in.

The deal provides Motorola Solutions with HyperYou’s agentic AI for handling nonemergency calls, as well as real-time ...

Some fraudsters don’t know when to stop. This call center employee has had enough of scammers trying to buy expensive items using other people’s cards, so he created a clever script to immediately get ...

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A sharp staffing shortage hit Southern California travel over the weekend, with more than one in five TSA officers at Long Beach Airport calling out on Saturday, creating one of the most severe ...

Spectrum is closing its call center in Appleton, according to a Charter Communications notice on March 18 to the Wisconsin Department of Workforce Development. The notice to DWD said Spectrum, the ...

As contact center AI surges toward a $13.5 billion market, Cresta's new Knowledge Agent aims to solve one of the industry's oldest problems. Cresta's new Knowledge Agent aims to solve a persistent ...

Krisp now improves comprehension on both sides of the call, reducing repetition and cognitive load, while accelerating resolution. Krisp today announced customer-side Accent Conversion, a real-time, ...