Perhaps most attractive is the continent’s untapped labor market, which largely comprises young people with an affinity for ...

Under the hood, Cognigy uses LLMs from major AI providers such as OpenAI and Anthropic PBC. If the LLM that powers an agent ...

As the tech stack grows, so does the risk of complexity without clarity. To avoid chasing trends, leaders must focus on ...

PCI Pal® (LON: PCIP) today announced the launch of its new Fraud Management Suite, beginning with AI-powered risk scoring for customer engagements. Designed to protect against rising card-not-present ...

Contact Center Evolution Contact centers have evolved in recent decades, but a major transition (particularly the adoption of new technology) emerged from the Covid-19 pandemic.

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the ...

The ever-changing landscape of customer expectations warrants a robust and adaptable approach to customer service, and this is where contact centers come into play.

The 2025 ICMI Global Contact Center Awards finalists: The winners will be announced at the ICMI Global Contact Center Awards Party at ICMI's Contact Center Expo, which takes place October 27-30 at the ...