Cloud-based call centers offer more than just VoIP. Explore key features, industry use cases and what sets top platforms ...

As the tech stack grows, so does the risk of complexity without clarity. To avoid chasing trends, leaders must focus on ...

A new bipartisan bill, called the "Keep Call Centers in America Act of 2025," introduced by Sen. Gallego and Sen. Jim Justice of West Virginia on Wednesday, proposes to ensure such jobs remain in the ...

Under the hood, Cognigy uses LLMs from major AI providers such as OpenAI and Anthropic PBC. If the LLM that powers an agent ...

An investigation is underway following an incident that targeted a third-party system used to help Georgians navigate their ...

Some IRS managers have decided to “voluntarily downgrade” to non-management roles, because the pay “does not justify the ...

Salesforce and ServiceNow have each invested $750 million in contact center automation company Genesys, in the latest sign of AI breathing new life into one of the older segments of the enterprise ...

Calls to BRAVE Bay Area’s 24/7 crisis hotline don’t always connect to a live voice on the other end, because the phone lines ...

The Transit Authority of River City is implementing service changes and adjustments beginning Aug. 3, officials said.

Verizon and Frontier could expand and enhance rural broadband infrastructure in the northeastern corner of Arizona via a lawsuit settlement.

There is a surge of backlash against SSA’s escalating reliance on online identity proofing tools for routine transactions.

The agency, which serves 73 million beneficiaries, has struggled to improve customer service amid cutbacks, long wait times and a crashing website.