The state’s governor is going into the new year with an updated commitment to improving government technology and digital services. The push relies heavily on making contact centers more efficient.

The U.S. health insurance industry, referred to as Health Maintenance Organization (“HMO”), is poised to benefit from an ...

Smart IVR represents the next generation of interactive voice response systems. Learn what it can do for your customers and ...

North American telecom, media and entertainment firms are adopting emerging technologies to fuel innovation and improve ...

AI agents will gain wider use and deliver better experiences and more insights for marketers. Here’s how. The post AI agents: ...

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 ...

Starting Thursday, individual AT&T customers and small businesses that experience a fiber outage of more than 20 minutes or a ...

We’re at an inflection point in field service, and actions taken today will determine tomorrow’s industry leaders.

A Waymo customer said his self-driving taxi drove him around in eight circles, almost making him late for his flight. A video ...

Insurance trends 2025 include tailoring products for older customers, bridging the skills gap, and leveraging ecosystem ...