Artificial Intelligence

Ed. Note: Avaya has long been a leading supplier of contact center solutions with a large customer base and a history going back to...

Change is the norm in contact centers. There are the customer issues, and, depending on the center, customer sales opportunities. Rarely is one day...

Buying a vehicle is arguably the second most important and largest purchase an individual can make, after buying a home. And, like purchasing a...

Dina begins our Top 5 by delving into the benefits of cross-industry benchmarking. She provides insights on how and where to begin, ways benchmarking...

The Wall Street Journal recently ran a detailed piece on AI voice agents poised to revolutionize customer service. The article paints a picture of...

Despite a rise in consumer spending in April driven by consumers stocking goods ahead of potential price increases due to tariffs, some industry experts...

Welcome to workforce management’s (WFM’s) new era! It’s a tremendous and opportunistic time in which WFM solutions are being used to build employee engagement...

For years, the idea of turning inbound customer service agents into salespeople has been met with resistance, hesitation, and in many cases, failure. And...

To kick off November's top 5, Sharon guides us on how to meet digital-first customer expectations by creating a digital engagement landscape. Next, Jennifer...

Contact center training and coaching methods and tools are undergoing both a technological transformation and a rethink of how best to help leadership and...

For CX and contact center leaders looking to turn customer conversations into strategic business advantage, the time to act is now. Despite being rich in...

In light of the AI Stargate project and it’s $500 billion privately-funded initiative, it is worth reflecting on a recent study that looked at...

One of AI’s strongest capabilities lies in its ability to identify patterns in large and unstructured datasets. Tasks that are core to the delivery...

Welcome to October's Top 5 Blog Posts. To begin, Pablo explains how to successfully implement AI in our centers, where the first big step...

For decades, the call center has been the heart of customer service beyond the in-branch or in-store experience. As new digital options to interact...

AI is well on its way to transforming the contact center, but no more so right now than with Agentic AI. I was the...

We appear to be in “the Age of Disruption”: in society, commerce, government policies, environment, and technology, notably AI like Agentic AI. As a, if...

Tech giants like OpenAI, Google, and Microsoft are racing to give their AI agents real “agency”: the ability to reason, plan, and act on...

If there’s anything a customer hates, it’s when a company disrespects their time. There are many ways this can happen. But in customer experience...

In an era where AI is reshaping the landscape of customer service and personalization, the industry is undergoing a profound transformation to adapt to...