Agent Assist, developed with Google Cloud, summarizes conversations between workers and beneficiaries while highlighting relevant information, like enrollees’ benefit and eligibility details.

Call center scams are becoming more sophisticated as criminal networks turn to AI tools to automate scripts, impersonations and targeting, turning their crude schemes into highly efficient global ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a ...

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Call center costs vary and many systems are available. Finding the right one for your business can be challenging. Here’s what you should consider.

Discover the best call center training software this year. Compare features, pricing, pros, and cons to find the best fit for your needs. From internal knowledge to call etiquette and system features ...

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Azure Communication Services: Microsoft’s powerful tool for call automation Your email has been sent Microsoft has slowly been expanding the business capabilities of its Azure platform, adding ...