Large language models (LLMs), the underlying technology behind generative artificial intelligence, are helping make contact centers much more efficient. But at this point in time, they are not being ...

I hope you don't have this employee in your organization–but if you do, you probably have no idea that they’re there, gleefully alienating customers 9-5. I'm talking about an unfortunate class of ...

Hiring for any position is rarely an easy task, and it can be even more difficult when you’re filling a customer-facing role. Not only does the person you hire need to be a match for your company ...

In a rapidly evolving digital economy, companies are increasingly entering into collaboration agreements with “technology partners”—providers of customer-facing platforms—to deliver integrated digital ...

Exclusive content, detailed data sets, and best-in-class trade insights to rewrite your portfolio for tomorrow. TradeTalks covers CES 2025. Danny Tomsett, CEO of UneeQ Digital Humans, joins Jill ...

Eighty-five percent of customer service leaders will explore or pilot customer-facing conversational generative artificial intelligence solutions this year, according to a survey by Gartner. The ...

Gil Feig is the Co-Founder and CTO of Merge, a leading unified API platform. Previously, Gil was the Head of Engineering at Untapped. Deciding whether to outsource your customer-facing integrations ...

From Cooper v. Dolgencorp, LLC, decided Thursday by the Sixth Circuit, in an opinion by Judge Mathis, joined by Judges Moore and Murphy: In 2016, Cooper began working for CCCI as a delivery ...

The average incident takes nearly three hours to resolve and rising costs of incidents are largely compounded by lack of automation 90% of IT leaders reported that outages or disruptions have reduced ...

CAMPBELL, Calif.--(BUSINESS WIRE)--8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced beta availability of a new product ...

What’s the difference between a non-technology company building a customer-facing app and a tech company building and supporting a software-as-a-service (SaaS) product? One might suggest differences ...

Probably our single biggest societal problem right now is the trade-off between safety and economy in a world dominated by the COVID-19 pandemic. It's not an easy choice. We all need to keep on living ...