When it comes to customer service and customer experience (CX), the emergence of AI has made quite an impact in the contact ...

More groups have asked state regulators to allow for a contested case, as DTE requests approval for its contract to power a ...

Five9 introduced new AI-powered capabilities to its Genius AI suite on Nov. 18 at its CX Summit 2025. The company said the ...

The most substantial carbon reductions from CCaaS adoption come from enabling remote and distributed workforce models. Many ...

The International Customer Management Institute named Pathward's Tax Call Center the Best Medium Contact Center at its 2025 ...

Powerful artificial intelligence agents are game changers for businesses that want to cost-effectively step up customer ...

A handful of environmental advocacy groups on Thursday submitted a petition to intervene as energy regulators review ...

The combat veteran had been an infantryman in Afghanistan – a job where you keep your head on a swivel and constantly take ...

Founded in 2018 by former Amazon engineers, Spiral uses AI to automatically detect and categorize issues raised across phone ...

The Ingham County Board of Commissioners Environmental Affairs Commission will vote on a resolution calling for transparency ...

Captive (Fully Owned) GCCs dominated in 2024 with 78% share, contributing USD 134.43 billion. As enterprises pursue long-term digital capability ownership, most new GBS investments-especially in India ...

Maximus’ Evan Davis explains how agencies can unlock the data inside federal contact centers to deliver faster, more empathetic service at every touchpoint.