The voice sounds right and details check out. Except the caller isn’t who they claim to be, and the audio was generated in ...

While transcripts and operational records show what happened, the harder challenge is capturing why an employee recognized a ...

Tim Proctor is an unbiased, independent telecom consultant with the Delta Consulting Group. He works with clients in the areas of cost reduction, contract negotiation ...

As CEO of Corvisa, Matt Lautz is responsible for business development, strategic partnerships, and product vision. Matt has served as the CIO for Corvisa's parent company, Novation Companies, for the ...

Tim Banting is a Senior Principal Analyst in workspace services within Omdia's enterprise services team and focuses on unified communications and collaboration research. Tim provides Omdia's clients ...

Curtis Peterson has more than 20 years of experience managing information technology and carrier-scale data and packet voice communication networks. At companies ranging in size from start-ups to ...

Copilots have begun routing customers, prioritizing cases and triggering resolutions, requiring CX leaders to set clear boundaries defining AI decisions.

As AI gives all contact center platforms the same performance-boosting features for humans, the competitive gap will move to ...

Justin Robbins is senior manager, content marketing at Talkdesk. Over the past two decades, Justin has grown from a front-line customer service agent to one of the most recognizable faces (and bowties ...

Kevin is a partner with enableUC, a company that helps measure, monitor and improve UC and collaboration usage and adoption through a unique set of products and services, including the knowledge ...

Three core criteria are dominating the reasons IT and CX leaders select a service provider—and decide when it’s time to change their providers, according to Metrigy’s Buying Strategies for ...

The rise of agentic AI brought about a new definition for digital labor. AI agents can work with humans, other AI tools and systems to provide end-to-end automation for workflows. However, challenges ...