Yet only half of agents received a pay increase this past year compared to four-fifths of contact center agents in 2024.

According to Deloitte’s State of AI report, the main worries organizations have about AI could be solved with better data ...

By implementing Anthropic’s Model Context Protocol Apps framework, Claude and Slack users can boost collaboration across ...

With voice and AI together, enterprises could capture their employees’ informal voice conversations and perhaps automate even ...

Revamping its global channel program helps support partners while communicating the value of on-prem/cloud combinations.

SVP of Product Marketing at Zendesk, where he leverages over two decades of cloud and software experience to drive innovative ...

Just because an AI tool can process data quickly does not mean that the output has yielded the correct result for a particular context or situation.

Skilled agents often juggle billing systems, shipping partners, and CRMs at lightning speed, revealing common patterns in customer interactions.

Overcoming early pilot fatigue with agentic AI requires measurable productivity benchmarks, data readiness, and organizational alignment.

Data without context is fragmented — it cannot be used to effectively train AI agents or set up an appropriate workflow for addressing customer queries.

It's time to challenge the false dichotomy between humans and bots, as shown by Amazon Connect's emphasis on hybrid ...

Enterprises can turn copilot demos into production tools by investing in clean data, unified access, and ongoing evaluation.