I recently had the opportunity to sit down for a second interview with Alan Masarek, CEO of Avaya—a company dedicated to enterprise-level...

Vonage Premier for Service Cloud Voice:   • Progressive Dialer (Connect) for Service Cloud Voice   • Send real-time conversation events ...

The article discusses insights on the importance of AI in delivering value in customer experience (CX). It emphasizes the evolving...

Salesforce Contact Center with Amazon Connect (SCC-AC) is a newly released, fully integrated solution that extends the Service Cloud...

The terms “omnichannel call center” and “omnichannel contact center” often cause confusion. While they’re used interchangeably, there's a...

BYOC for CCaaS  (Bring Your Own Channel for Contact Center as a Service) represents a major innovation jointly developed by Salesforce...

Salesforce is expanding its CCaaS (Contact Center as a Service) integrations with a new "Bring Your Own Channel" pilot program, following...

AI is fundamentally transforming customer service operations. AI-driven voice technology has transitioned from an optional enhancement to...

Article by Forrester  Salesforce introduced Agentforce, a platform for running AI agents within its ecosystem. These agents mostly...

The Vonage Global Customer Engagement Report 2025 highlights key trends in how businesses communicate with their customers. Based on...

Understanding Integration Integration enables different systems to communicate effectively. In contact centers, this typically means...

AI is revolutionizing customer service while enhancing the role of human agents in contact centers. Here’s how:     🔘...

AI is changing customer service by helping teams respond faster and reduce costs. Many businesses start using AI in customer support,...

In today’s fast-paced world, businesses are embracing digital transformation to stay competitive, reduce costs, and enhance customer...

How AI in the contact center transforms customer service while enhancing human agents' roles:   ✅ Unified Interactions: Eliminates...

As businesses continue to adapt to rapidly changing customer expectations, here are the trends that will define CX in 2025:   🔘...

Salesforce continues to redefine AI capabilities with Agentforce—a suite of advanced AI agents designed to autonomously manage...