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 ...

Contact center AI increasingly routes customers, prioritizes cases and triggers resolutions without waiting for an agent, which means a recommendation can become a completed action before a person ...

In theory, having a dedicated second line for business on your mobile phone is a good idea. For SMBs in particular, who wouldn’t want that? Everyone has a smartphone, most workers use telephony all ...

Zendesk announced a new Real-Time Voice Translation capability on Thursday. It provides bidirectional translation during inbound and outbound contact center voice calls. The customer and agent can ...

Last week's "Genesys launches agentic orchestration features," which focused on the product announcements and corporate messaging delivered during the keynote session at Genesys Xperience 2026. On the ...

Accelerated AI adoption has shifted how customer experience operates. One common issue is the underlying data infrastructure, which limits the effectiveness of AI adoption because of poor data quality ...

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 ...

Customer service implementations are a primary use case for those many organizations already aboard the agentic AI train. Orchestration, observability and governance are necessary technical systems ...

Claudeforce runs on top of Salesforce “via our new AIforce UI harness…. Here, the UI is the AI — allowing you to build custom apps dynamically and answer any enterprise question,” said Benioff in the ...

As AI becomes integrated into a wider range of workplaces, companies are increasingly aware of the importance of ensuring employees are using approved AI-enabled applications. But shadow AI can still ...

Microsoft is sticking to the message that Copilot adoption and usage are a growing part of its profits. The company said the number of customers with more than 50,000 Copilot seats increased more than ...