Yet only half of agents received a pay increase this past year compared to four-fifths of contact center agents in 2024.

Planning human call center agent schedules requires manual effort. Assembled aims to streamline that while factoring in ...

However, we aren’t exactly clear on what CX is, and that means that the vendors (and enterprises) need to learn and adapt ...

Just because an AI tool can process data quickly does not mean that the output has yielded the correct result for a particular context or situation.

SVP of Product Marketing at Zendesk, where he leverages over two decades of cloud and software experience to drive innovative ...

With voice and AI together, enterprises could capture their employees’ informal voice conversations and perhaps automate even ...

By implementing Anthropic’s Model Context Protocol Apps framework, Claude and Slack users can boost collaboration across ...

According to Deloitte’s State of AI report, the main worries organizations have about AI could be solved with better data ...

Revamping its global channel program helps support partners while communicating the value of on-prem/cloud combinations.

Enterprises can turn copilot demos into production tools by investing in clean data, unified access, and ongoing evaluation.

It's time to challenge the false dichotomy between humans and bots, as shown by Amazon Connect's emphasis on hybrid ...

MCP servers and AI browser plug-ins are widely used, but they can spell trouble for enterprise data management if not ...