Contact Center Key Technology Trends for 2025: AI Leads the Charge
By Donna Fluss Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in … Read more
Technology Articles
AI-Generated Calls: Telecom’s Next TCPA Frontier?
By Jared M. Tully and Blake N. Humphrey The world is abuzz about “artificial intelligence” and its potential to revolutionize how people live, work, and … Read more
AI-Enhanced Conversation Analytics Redefines the CX and EX
By Donna Fluss As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a … Read more
Contact Centers are a Great Data Source for AI Initiatives
By Donna Fluss Contact centers contain a significant amount of customer data as most interactions with customers and prospects are captured and recorded by one … Read more
Future-Proofing Your Call Center: Strategies for Long-Term Success
By Lance Brandon In an era of rapid technological change and evolving customer expectations, call centers must adopt innovative strategies to ensure long-term success. Future-proofing … Read more
Are You Ready for AI and LLMs in Your Contact Center?
By Nicole Limpert Artificial Intelligence (AI) and Large Language Models (LLMs) are already being used by all types of businesses. Research indicates that 77 percent … Read more
AnswerNet Addresses Maryland Supreme Court Decision with Innovative Technology Solution
Willow Grove, PA, March 18, 2024: In response to the February 22, 2024 ruling of the Maryland Supreme Court concerning the Maryland Telephone Solicitations Act … Read more
AI to Drive 2024 Contact Center Technology Investments
By Donna Fluss On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and … Read more
AnswerNet Launches TextMyBusiness to Enable Companies to Communicate Via Text on Their Business Phone Numbers
Willow Grove, PA, March 1, 2024: AnswerNet, a leading full-service provider of inbound, outbound, automated, and BPO contact center solutions, proudly announces the launch of … Read more
AI IS READY FOR YOUR CONTACT CENTER
By Donna Fluss 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into … Read more