The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

Cisco Systems Inc. is upgrading Webex with new artificial intelligence features designed to make customer service teams more productive. The company debuted the update today at the Enterprise Connect ...

With three years spent researching, comparing, and testing software products, Tyler Webb is an expert on all things telecommunications. With work featured on GetVoIP.com, he's written over 150 ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

Optimize omnichannel opportunities. Provide clear AI-powered channels for customer communications that deliver personalized experiences. Enhance customer data analytics. Simplify and refine data ...

Explore the top 18 generative AI tools revolutionizing customer service, from advanced chatbots like Cognigy and IBM WatsonX Assistant to comprehensive platforms like Salesforce Einstein Service Cloud ...

Call center representatives use CRM software specifically designed for contact or help centers. These platforms host all customer information, including contact information, interaction history, ...

Airbnb’s summer release is usually a grand affair with tons of updates for guests and a few for hosts. This time, however, the company is introducing just a few updates for group booking along with a ...

Learn everything you need to know about contact centers, from terminology and features to enterprise capabilities and deployment types. A contact center enables customer service or sales teams to ...