While voice AI agents are already able to automate simple requests, automating complex workflows is still elusive, meaning ...

Amazon.com Inc on Tuesday announced voice recognition as part of a suite of call-center services for businesses, as the company sees growing demand for its cloud tools during the coronavirus pandemic.

Since 2023, Teleperformance has been widely adopting AI across internal and client operations—how is the company keeping its ...

With the arrival of AI, the human headcount in the contact center—including people who might otherwise answer a call and talk ...

Running a call center is about more than just answering phones. Every call, every second of talk time, and every interaction ...

A survey of 2,000 Americans conducted between March 8 and July 8 shows that 16% of those surveyed believe 911 calls are being answered by AI instead of live dispatchers without disclosing, according ...

The Salesforce tool, the company insists, is unique because it’s “conversation-first,” and “agent-first.” Essentially the idea is to dump the “ticket” system, and allow someone to make an IT help ...

Doctors say administrator directives allow immigration agents to interfere in medical decisions and compromise medical care.

Investing in agent well-being, engagement, and coaching (backed by call center QA) directly translates into higher CSAT/NPS, ...

Could live 911 streaming shave minutes off Dallas police response times? See how tech is changing emergency responses in ...

Upon further review, the ABS Challenge System has been confirmed for the 2026 MLB season. The Joint Competition Committee ...

Durbin listed various controversies for critics of Bondi's Justice Department, the closed investigation into Border Czar Tom ...