Calabrio, the workforce and conversation intelligence company, today released findings from its latest The Voice of the Agent Report, revealing an industry in the midst of profound change with a ...

Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...

The customer contact center stands at the nexus of AI innovation. The potential economic benefits of this shift are undeniable. However, as we stand on the cusp of this technological revolution, a ...

Monitoring call times, optimizing agent schedules, timely analytics, not to mention the ability to view the entire customer journey in real and historic-time, ensuring agents have the on-demand ...

Flexible contact centers use AI, cloud platforms, and on-demand agents to adapt to demand, reduce costs, boost resilience, and enhance customer experience.

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

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers Automated ...

Observe.AI is rolling out new features that will enable companies to create artificial intelligence agents for their contact centers. The startup debuted its VoiceAI agents, as the feature set is ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

Contact center work is stressful in all industries. In the insurance industry, it can be downright exhausting. Instead of taking calls about return policies or clearance sales, contact center agents ...

ChatGPT is a natural language processing (NLP) model based on OpenAI’s generative pre-trained transformer (GPT). This AI model generates human-like responses and text for almost any question or ...