U.S. Firms Embrace Contact Center Automation, ISG Finds

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Partner engagements are increasing as companies aggressively adopt AI, analytics, cloud migration, according to ISG's Provider Lens report.

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ServiceNow Launches Now Assist for Customer Service Management

Available in ServiceNow's Now Platform Vancouver release, Now Assist for Customer Service Management streamlines case management with generative AI.

Leonard Klie | Sep 20, 2023
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Oracle Adds AI to Fusion Cloud Service at CloudWorld

Artificial intelligence supported by the Oracle Cloud Infrastructure helps users of Fusion Cloud Service be more productive.

Sep 19, 2023
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Intradiem Introduces Solution to Predict Contact Center Agent Attrition

Intradiem's solution predicts agent churn with 80 percent accuracy, with expectations it will reach 90 percent in 2024.

Sep 13, 2023
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Gartner's Three Technologies That Will Transform Customer Service and Support by 2028

Digital customer service, conversational user interfaces, and generative AI will have the biggest impact on customer service and support strategies, Gartner Hype Cycle report reveals. (Featured on DestinationCRM.com.)

Sep 05, 2023
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The Best CRM Software, Solutions, and Innovators: The 2023 CRM Industry Awards

Our 22nd annual awards recognize the vendors and innovators in customer service, sales, and marketing that shone the brightest in the past year. (Featured on DestinationCRM.com.)

Sep 01, 2023
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How Speech Analytics Helps Improve Coaching/Training

Data-driven guidance provides a better agent and customer experience. (Featured on SpeechTechMag.com.)

Aug 24, 2023
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Speech Analytics Can Help Steer Chatbot Interactions

Companies are beginning to apply traditional speech analytics to their automated conversations. (Featured on SpeechTechMag.com.)

Aug 18, 2023