CAMPBELL, Calif.--(BUSINESS WIRE)--8x8, Inc. (NYSE: EGHT), a leading integrated cloud communications platform provider, today announced Sparkhound’s continued expansion of its 8x8 Contact Center ...

SUNNYVALE, Calif., Jan. 21, 2026 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), a leading provider of AI knowledge ...

BenchmarkPortal’s Learning Channel+ is a subscription-based microlearning library built for contact center agent training and coaching, featuring 50+ workplace-friendly videos in approximately ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

The race to delight customers, increase wallet share, and reduce cost to serve for all companies - large and small - is driving a high-stakes gold rush for the artificial intelligence (AI)-driven ...

Customer service agents are on the front lines for their brands — dealing with complaints, solving complex problems and managing emotionally charged conversations, often with limited tools and rising ...

Customers’ expectations for quality service are becoming more intricate. Dynamic, omnichannel, multimodal, asynchronous—modern customers want it all, in a convenient, user-friendly experience. At ...

The concept of real-time guidance (RTG) is not new—such solutions have been part of the contact center market for more than two decades. But it wasn’t until these solutions were delivered from the ...

Smart businesses recognize the value of outsourcing, as this can lead to huge cost reductions. Some lack the internal resources to meet customer expectations, while others can no longer handle the ...