Contact Centre

Broken telephony infrastructure is undermining AI customer service agents — and the calls most at risk are often the ones that matter most.

For property managers, facility services and field-service networks, the inbound ticket queue isn’t a CX signal. It’s a labour cost. This piece explains why AI should be judged on tickets resolved inside your own systems, not tickets deflected away from your team.

Synthetic monitoring is becoming essential as brands scale conversational AI and omnichannel CX. From preventing outages to testing intent flows, learn how proactive testing safeguards trust in every interaction.

Support solves problems. Success prevents them. But the real customer-first strategy is integrating both. How can uniting these teams lead to better CX, stronger loyalty, and smarter growth?

Here are three underexplored CX strategies martech leaders must adopt in 2025.

No bot is perfect, says Guillaume Laporte, Chief AI Officer of Foundever. Businesses integrating genAI tools to aid high customer support queries must set realistic expectations and not pretend the bot can do everything.

Modern contact centres need to add intelligence not only in the way it deals with customers but also with agents says Einat Weiss, Chief Marketing Officer at NICE Systems  There is a significant shift in how contact centres operate and measure results. “Instead of looking at specific interactions and the type of efficiency, we’re calculating […]

By harnessing the power of automatic speech recognition systems, contact centres can boost CX and get over the regulatory compliance hump. Customer satisfaction is critical in contact centres. Customer happiness, loyalty, and eventually, a company’s bottom line can all be impacted by a poor customer experience. According to VisionCritical, a consumer intelligence platform, the total […]

It’s not about a takeover by robots. If anything, robotic process automation or RPA helps the contact centre agent focus on more meaningful tasks by taking on repetitive chores.  Marketers have long known the importance of customer support in sealing loyalty or pushing the customer towards the nearest competitor. It may not be the sexiest […]