When the call is free as with Skype, or cheap with Vonage, callers may accept slightly less call quality. But call center callers and agents need better quality. Calls using public VoIP services have ...

Traditional call centers rely solely on human agents, which means long wait times during high call traffic periods, high costs, staffing challenges and service ramp-up delays. On the other end of the ...

An employee talks through a headset while working at the Avise Techno Solutions LLP call center in Kolkata, India, on Sunday, Dec. 24, 2017. India's political stability and reform push -- including a ...

Call center employees have notoriously unpleasant jobs. They field questions from disgruntled customers all day long and can only respond with corporate-mandated jargon. Many expect AI will one day ...

Discover how AI voice analytics enhances contact center efficiency. Explore use cases across various industries and understand how they can benefit your team. Gone are the days when contact center ...

Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

Editor's note: We’re kicking off a three-part series from new CMSWire contributor Andrew Neff on the state (and speed) of voice AI. Part 1, launching today, sets the baseline: how far voice AI has ...

Teleperformance SE, the world's largest call center operator, is implementing an artificial intelligence system designed to soften the accents of English-speaking Indian workers in real-time. The ...

Spoken Communications, a provider of speech recognition software for call centers and the like, announced today that it has picked up $4 million in its most recent round of funding to help promote its ...