Over the AI hype yet? Corporations everywhere definitely aren’t, particularly with the latest report that Microsoft saved a whopping half a billion dollars in the last year alone with the technology.

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

Imagine in the near future, you call a customer service number for a cruise line and are greeted by a highly knowledgeable, smooth-talking artificial intelligence (AI). In a fluid conversation, the AI ...

Intelligent Call Routing: The Tech Behind Faster, Smarter Call Centers Your email has been sent Key takeaways Intelligent call routing uses customer relationship management (CRM) context, agent state, ...

Adam Stone writes on technology trends from Annapolis, Md., with a focus on government IT, military and first-responder technologies. Agencies can apply artificial intelligence more strategically by ...