With the launch of its Mitel CX 2.0 customer experience platform, Mitel is simultaneously enhancing its position in the ...

Lower abandonment rates, shorter wait times and increased appointment scheduling are just three areas where artificial ...

Cochlear is starting to make use of the AI capabilities in its Amazon Connect contact centre platform, automating its evaluation of agents and calls against a set of quality and compliance objectives.

The company launched the Agent Operations Center on Dec. 9, positioning it as the first unified command hub for managing both ...

Salesforce predicts that by 2027, 50% of customer service cases will be resolved by AI. So it’s safe to say that AI’s role in customer service is here to stay. Technology is moving at a rapid pace, ...

UAE MoHRE uses advanced AI tools in call centre, reducing response times by 90 per cent and strengthening customer service ...

Agentic AI is all the rage these days, with organizations exploring how AI can be infused into daily operations. The meaningful excitement lies in the application of agentic AI within a specific ...

AI-powered fintech startup, Prodigal, automates loan servicing and debt collection conversations across voice, SMS, and email ...

CommBank reverses plan to replace call centre staff with AI Commonwealth Bank of Australia has rowed back its decision to cut 45 contact centre jobs after finding that the AI-powered "voice-bot" ...

The Ministry of Human Resources and Emiratisation (MoHRE) has announced the successful integration of Artificial Intelligence (AI) applications into its Call Centre, as part of its efforts to leverage ...

For many residents, the local authority contact centre remains the main entry point for their local public services. Yet the scale and complexity of what the frontline teams must handle daily would be ...