Compare features, AI scoring, compliance and integrations to pick QA tools that boost CX and agent performance.

The big news from the call center software angle? The merger between Verint and fellow Thoma Bravo company Calabrio.

Voiso, a global provider of AI-powered contact center solutions, is redefining what it means to connect with customers in ...

Glean began its journey to agentic AI by offering AI-based search. It soon added LLM-based AI assistants, aka chatbots. Now the company offers a full-fledged agentic AI platform that leverages Glean’s ...

The fuzzy buzzword has quickly become an irresistible rebranding opportunity for companies trying to get in on the AI boom.

The global contact center software market size was US$ 30.2 billion in 2021. The global contact center software market size is forecast to reach US$ 128.5 billion by 2032, growing at a compound annual ...

Is 2025 the year of agentic AI? KPMG thinks so; the firm’s AI Pulse Survey for Q4 2024 found that 51% of organizations are ...

It wasn’t the message I expected to hear from Bret Taylor, a veteran Silicon Valley executive and, yes—an artificial ...

Thirteen individuals have been charged in connection with operating fraudulent call centers based in the Dominican Republic ...

Business leaders should create a platform to test AI concepts. Encourage employees to take risks with AI, but proceed with care. Keep one eye on the market for new technologies that might be exploited ...

Gartner® recently released its 2025 Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) report. Tencent ...