NiCE CXone is now natively integrated with Epic, allowing human agents to stay within Epic when interacting with patients.

Contact center agent churn has traditionally been high. “Attrition in the US right now is about 30% on average, and that’s ...

Adopting AI tools itself isn’t the challenge. It’s ensuring AI is used consistently, intentionally, and in ways that reflect ...

Recent research from Microsoft and WalkMe shows gaps between individual productivity and team-based work, plus diverging exec ...

Built on the Model Context Protocol, the feature allows Anthropic Claude users to access Zoom meeting data and other insights ...

Agent assist can work, but design, delivery and how you manage knowledge make a huge difference — here’s one contact center leader’s experience.

Chaurasia: Bad data usually accumulate over time due to organic data and system sprawl, lack of governance discipline, i.e.

Poor data management and unclear semantics can affect AI adoption, but research shows managing data pipelines boosts bottom ...

Trying to balance customer expectations with business services has become a challenge; this quarterly benchmark will track ...

The focus is shifting from deploying AI to making sure it delivers consistent, measurable outcomes in live environments.

As AI-powered CX proliferates, organizations should use it to amplify what human agents are good at — developing emotional ...

Box Agent is now generally available to customers on the Enterprise Plus and Enterprise Advanced plans, the company announced on Monday. The Agent works as a unified AI engine across Box to securely ...