The short answer is that AI voice agents are very good at predictable, high-volume interactions and weak exactly where humans are strong. Most enterprises don't replace their call center; they end up ...

Many companies are moving beyond rigid, scripted chatbots toward more natural customer interactions. A new voice AI agent called Leaping AI is part of a movement bringing the call center industry into ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Intelligent call routing is more than automation: It’s redefining how call centers handle scale, complexity, and customer expectations. Key takeaways Intelligent call routing uses customer ...

Contact centers have evolved significantly over the past few years, requiring contact center agents to refine their customer service skills. To keep up with new forms of communication, hiring managers ...