Repeated questions, endless transfers, bots that don't understand. The same service failures keep pushing customers over the ...

Disconnected product and service systems hide early churn signals. A shared data layer and governed automation surface them before customers decide to leave.

TCN, a leading global provider of AI-powered cloud contact center software and solutions, today announced the acquisition of Abstrakt, a real-time agent assist and automated quality assurance (QA) ...

Partnership to enable customers to run targeted Messenger campaigns using Optimove Target Groups and journey logic, so the same decisioning that drives email and SMS also drives Messenger New York, ...

Staying isn't the same as loyal. A week of delays and a broken seat change exposes what rising CX scores can hide.

Delivery capacity exploded just as zero-click answers drained web traffic. One agency leader on what changed in roles, client ...

The WordPress alternative reaches stable release with a decentralized plugin registry and AI-native architecture.

How does a payments company compete with massive, established rivals? PayNearMe CMO Anne Hay explains the category play ...

Contentstack on Sept. 23 released a set of updates to its Assets add-on that give content teams more control over metadata, automate tagging with AI and surface duplicate images for cleanup. The ...

You never met the customer you lost. But you approved the phone system, the staffing and the policy that drove them away.

New launches of Decisioning Studio Go, Agentic Standards, Operator Connect and conversational AI deliver powerful capabilities to automate real-time customer journey decisioning LAS VEGAS-- (BUSINESS ...

Contact centers are essential for maximizing the benefits of artificial intelligence in customer service. With AI, human staff can focus on more complex issues.