Latest Agent Assist News

Contact Center & Omnichannel​

Contact Centers Are Turning to AI Filters to Protect Staff from Angry Customers

Contact Center & Omnichannel​

12 of the Top 20 Customer Service BPOs Are Modifying Their Agents’ Accents

Workforce Engagement Management

Everyone Wants a Piece of the Contact Center QA Market, and That’s Not Good

Workforce Engagement Management

Building Resilience in the Face of Customer Challenges: A CX Perspective

Contact Center & Omnichannel​

Top 5 Agent Tips for Supporting Vulnerable Customers

Contact Center & Omnichannel​

Genesys Releases an Agent Copilot, Teases a Next-Gen Virtual Agent

CX TV

Bright Pattern ‘Gets Real’ on AI and Agent Assist

Workforce Engagement Management

The Ultimate Agent Engagement Checklist: Are You Running All These Initiatives?

AI & Automation in CX

Microsoft: Copilot for Service Boosts Customer Satisfaction by 12 Percent

Customer Analytics & Intelligence

Sprinklr Develops “Digital Twins” to Spread Conversational AI Across the Enterprise

Customer Engagement Platforms

Qualtrics Makes It “Easier Than Ever” to Personalize Customer Experiences

Workforce Engagement Management

Alvaria Builds a Workforce Engagement Management Innovation Lab

Contact Center & Omnichannel​

Zendesk Announces AI Service Suite Revamp, Claims to Offer the “Most Complete Service Solution”

CRM & Customer Data Management

Salesforce Debuts Unified Conversations Service for WhatsApp

Contact Center & Omnichannel​

Five9 Tightens Its Telephony Integration with Zendesk, Improves Voice Data Management

Customer Analytics & Intelligence

Bakstage.AI Leverages IBM AI to Better Personalize Bot-Driven Customer Conversations