The “right” omnichannel contact center helps you create and track customer journeys. Here’s a quick guide to help you decide ...

Natural language IVR can boost the agent and customer experience, but it comes at a cost. Here’s how to know if it's right ...

Success is the result of strategy, skill, collaboration and, above all, the right platform foundation. It’s possible, and ...

2. Interactive Voice Response and Virtual Receptionist Interactive voice response (IVR) is a VoIP feature that lets callers choose how the conversation will be routed. For instance, someone ...

Now, more of them are trying the gentler but also messy art of conversation as an antidote to student unrest. Image Scott Barry Kaufman, a Columbia University professor, moderated “listening ...

Finally, we're continuing to collaborate with Fiserv on the development and launch of our new AI-based conversational IVR solution, which will be offered by Fiserv as their standard IVR solution.

The promise of AI tools with the agency to make decisions has potential – but adopters would be wise to understand what AI agents can do well. CallRail can now track leads from AI-powered search ...

Produced by ElevenLabs and News Over Audio (Noa) using AI narration. Listen to more stories on the Noa app. In the weeks since the election, I’ve been thinking about the woman who told me she ...

Likewise, Microsoft’s Dynamics 365 suite incorporates its Azure AI and Power Virtual Agents to deliver conversational AI and customer service automation. Google leverages generative AI ...