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...

Salesforce continues to lead the way in customer service innovation with tools tailored for distinct needs. Let’s explore the key...

Salesforce Agentforce is a cutting-edge AI solution developed by Salesforce to provide autonomous, intelligent, and proactive automation...

AI is changing the way businesses handle customer service by making it faster, more efficient, and more personalized. Instead of waiting for