New AI-powered enhancements to Leaptree Optimize help organisations analyse interactions, spot quality trends, and ...

Sets new standard for enterprise uptime, seamless failover, and compliance for mission-critical CX SAN FRANCISCO, Calif - January 28, 2026  - Crescendo, the first AI-native contact center, today ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

MINNEAPOLIS--(BUSINESS WIRE)--Calabrio, the workforce performance company, announced today two artificial intelligence (AI) offerings for general availability: Auto QM and Trending Topics. These ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

The company employs a blend of conversational AI and real-time human understanding to help businesses and consumers engage in more productive conversations SANTA CLARA, Calif., Aug. 6, 2019 /CNW/ -- ...

Many organizations invest heavily in tracking and improving the customer journey to support customer satisfaction (CSAT) and Net Promoter Scores (NPS), but they still struggle to make a measurable ...

Customer experience quality in the U.S. has just hit an all-time low. And, in related news, customer experience quality in the U.S. has also hit an all-time high. Let the confusion begin. These two ...

Intermedia Interaction Analytics™, a new feature of Intermedia Intelligent Contact Center™, helps businesses capture the voice of the customer by automating trend recognition of key words and phrases ...

BOSTON--(BUSINESS WIRE)--GoTo, the leader in cloud communications and IT, today introduced AI Quality Management, a key workforce engagement management (WEM) offering for GoTo Connect Contact Center.

For decades, enterprises have invested in technology to make customer experience better, yet the results often feel the same. Customers wait, repeat themselves and navigate disconnected systems that ...

While progressing into 2024, WhatsApp maintains its impressive expansion as the top messaging platform globally. Having close to three billion monthly active users, it has evolved from a basic ...