Much has been made of agentic AI's potential to augment and extend the human workforce — and it's notable that "agents" can describe both humans doing specific jobs and the artificial intelligence ...

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 ...

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 ...

Almost every organization (98%) reported using agentic AI, with 73% using it for a limited number of use cases. Only one in 10 use it widely across the organization. “We must allow agent access to ...

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

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 ...