In a world that’s moving faster than ever, one thing hasn’t changed - when it matters most, customers still prefer to talk. The human voice remains the most natural, trusted, and emotional way to connect. Agentforce Voice, a groundbreaking way to deliver AI-powered, natural conversations across phone, web, and mobile - all while keeping your unique brand voice at the center of every interaction. What makes Agentforce Voice different? Agentforce Voice is an intelligent, conver

In the past few years, AI has completely reshaped the conversation around contact centers. The buzz is everywhere - new vendors launching daily, existing providers trying to keep pace, and leaders asking the same question: Specifically will voice AI replace human agents?  What Is Voice AI?  Think of a voice AI agent as a digital worker for your call center - a system that can answer calls, speak naturally, and handle simple customer requests.  These agents are powered by larg

AI chatbots are everywhere - they handle product inquiries, refunds, complaints -and increasingly define how customers perceive your brand. But here’s the problem: while 85% of service leaders are investing in AI chatbots, 77% of customers still find them frustrating, and nearly 9 in 10 would rather talk to a human. The industry’s response? Build smarter models. The real solution? Understand human psychology. Harvard Business Review recently highlighted six evidence- based st

Generative AI is no longer a distant idea - it’s rapidly reshaping the world of customer service. A new Harvard Business Review Analytic...

Agentic AI is a type of artificial intelligence that doesn't just respond to instructions – it takes initiative.  Instead of waiting for...

Contact centers are on the front lines of AI transformation. Agentforce 3 puts you in full control of your digital workforce. Make AI...

Want to stand out in a saturated market? Focus on Customer Experience. Today, more than 80% of businesses compete primarily on customer...

As contact center leaders, you’re facing a familiar dilemma: customer expectations keep rising, yet teams are stretched thin, channels...

Conversational AI is here—and it’s transforming how brands connect with customers. But are we truly tapping into its full potential? ...

In 2025, organizations are no longer asking if they should adopt AI in contact centers—they’re asking how to do it intelligently. AI...

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

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...

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

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...