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 ...

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

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

For anyone in the enterprise communications technology space, it has been a wild ride for the past few years, from the expansion of digital collaboration technologies to the agentic AI-led disruption ...

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 ...

For years, many contact center strategies treated voice as a utility and a high-cost channel to contain. Digital self-service, chat, messaging and automation were positioned as lower-cost alternatives ...

For years, enterprises have worried about technical debt, the long-term costs created by taking shortcuts in software development. Now, thanks to the growing prevalence of generative AI applications ...

Agentic AI is the standard-bearer for digital labor – autonomous AI agents that perform tasks for knowledge workers so organizations could do more with fewer people. Built using large language models ...