In Eastern Management Group’s recent surveys, respondents cited the vendor’s balance of reliability and innovation.

Mitel launched Mitel Workflow Studio (MWS), a generative AI-powered low-code/no-code integration platform on Thursday.

Passing just enough context about a service interaction can assuage consumer trepidation over AI and build loyalty.

The main cause of data loss is the end users: 58% of respondents said users were responsible for data loss incidents, while ...

Define what needs fixing before choosing AI solutions, ensuring technology serves specific business needs rather than trends.

Comms channel and software tool proliferation can damage productivity. Reducing that friction can improve employee and ...

Although AI concerns fuels burnout, agents in smaller contact centers view the technology more favorably than those at larger ...

The use of unapproved AI tools can lead to data leaks or security vulnerabilities. Employers should instead bring AI use into the light.

Warren Levitan is cofounder and CEO of Smooch, the omnichannel conversation platform for enterprise software makers. Since 2015, Smooch has connected leading software companies like Oracle, Zendesk ...