Chatbots will increasingly empower rather than replace call centre agents as more organisations come to grips with the limitations of the technology. That is according to Sami Ammous, Avaya’s ...

Recognising that stress and burnout are common in the workplace, and even more so within contact centre employees, collaboration and contact centre technologies provider Webex has unveiled AI-powered ...

These days, contact centres can operate from anywhere – even the cloud. When Whangārei District Council needed an urgent update to its telephony system across two contact centres, it called on ...

Cochlear is starting to make use of the AI capabilities in its Amazon Connect contact centre platform, automating its evaluation of agents and calls against a set of quality and compliance objectives.

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