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

The Right Voice Tool Doesn’t Just Answer Calls. It Scales Accountability Not long ago, I helped a regional dental network ...

A combination of cost advantages, skilled talent, proximity to the financial capital Mumbai and GCC-friendly policies are shifting Pune’s position from a secondary technology hub to a niche high-value ...

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

A Leadership Execution System powered by Culture-Calibrated AI replaces training and coaching. It stops Execution Drift by ...

The former Zendesk headquarters at 1019 Market St. in downtown San Francisco is headed to a foreclosure sale after losing ...

One of Austin's coolest new offices is on the east side. The 33,000-square-foot space is at 1600 E. Fourth St., and in this story we share a batch of beautiful new photos that give you a sense of ...

Zendesk once pushed its AI vision, but now customers are leading the charge. Its CTO, Jason Maynard, explains how this reversal is creating roles like the ‘bot manager’ and shaping the future of ...

Aurelian isn’t the only AI startup tackling non-emergency calls. Hyper, which raised a $6.3 million seed round, came out of ...

The young founders just raised $14 million for Aurelian, a Seattle-based company that uses AI and voice technology to help ...

Oklahoma and Arizona are among the states moving agency call centers to the cloud to shrink the size of their customer queues, expand self-service options and offer multilingual capabilities.