Although nobody is quite certain how to measure AI's ROI or what pricing model will be most effective across UCaaS and CCaaS platforms, recent earnings reports from leading vendors have demonstrated ...

This integration allows the customer’s human agents to handle the context of the call, which addresses a prominent consumer pain point: They hate repeating themselves. Although call information can be ...

AI is shifting the managerial task list from chasing updates to judging outcomes, raising the value of business context, trust and human intervention.

AI revenue in Q2 jumped because backlog customers chose to deploy sooner. For one new Five9 customer, voice AI drove their on ...

Avaya’s third CEO transition in four years occurs while firms move from on-premises contact centers to the cloud for two main reasons: the cloud can make better economic sense and being in the cloud ...

A customer problem with a provided service is escalated to an AI agent after an initial chatbot conversation. The agent checks the official documentation, which clearly states that Policy A is applied ...

Teradata has announced general availability of its Data Analyst Agent on AWS Marketplace, bringing governance and ...

In many workplaces, annual compliance training is standard. But employers can’t assume that an employee who completed that training successfully actually knows their stuff. With the help of AI, a ...

As CEO of Corvisa, Matt Lautz is responsible for business development, strategic partnerships, and product vision. Matt has served as the CIO for Corvisa's parent company, Novation Companies, for the ...

Jack Jachner, Vice-President Cloud, North America Region, at Alcatel-Lucent Enterprise (ALE), is focused on accelerating the shift to the cloud with new subscription-based models for the voice and ...