At a startup office in this Indian city, developers are fine-tuning artificial-intelligence chatbots that talk and message ...

Facing major budget shortfalls, Denver is cutting back hours and staff for the 311 call center and looking to leverage an ...

With the arrival of AI, the human headcount in the contact center—including people who might otherwise answer a call and talk ...

While voice AI agents are already able to automate simple requests, automating complex workflows is still elusive, meaning ...

At an Indian startup office, developers are fine-tuning artificial-intelligence chatbots that talk and message like humans.

Since 2023, Teleperformance has been widely adopting AI across internal and client operations—how is the company keeping its ...

The director of the Office of Unified Communications (OUC) says that on average call pickup time is 4.4 seconds down from ...

Metro Atlanta’s biggest 911 dispatch centers are spending millions to switch their networks from copper wire to digital, ...

Contact centers have evolved far beyond phone banks and scripts. A modern contact center is now integrated with AI, analytics ...

Dr. Joel Billings and Blake Richardson looked at the impact of alerting systems on firefighters health and wellness during ...

Metro Atlanta's biggest 911 centers are spending millions to modernize their networks, enabling faster answer and response times after complaints in some jurisdictions.

If you receive a call from an unknown caller or a business you don’t recognize, let the call go to your voicemail. If the ...