As I discussed in my previous post, part one of a two-part series, digital customer care, self-service, and automation are critical tools in helping contact centers deal with interaction volume that ...

But he only got part of the deal. "We educated them through the whole process and were about to get an order when they said, 'We want to work with you and use your services, but we're buying the ...

AI agents are handed the keys to the kingdom but can't always be trusted.

Microsoft has launched Channel Agent, a new AI feature in Teams designed to serve as a dedicated assistant within each channel. Channel Agent can summarize discussions, create structured Loop reports, ...

For decades, digital leaders have organized their business and security strategies around a familiar set of channels. Web, mobile, voice and physical environments shaped how organizations designed ...