"At what point are we taking the human out of Human Services?" asked Matthew Gunnip, president of SEIU Local 580.

Agents can easily launch the new solution from their desktops through the Zoom Workplace app, Miller notes. And with built-in ...

It's time to send this enterprise platform to a nice farm upstate; CCaaS can do everything CRM does — and more.

Aircall delivers intuitive cloud VoIP for sales and support teams, featuring seamless CRM integrations, AI tools, power dialing, and robust analytics to streamline communication ...

To learn more about the CNBC CFO Council, visit cnbccouncils.com/cfo Many consumers say early experiences with customer support chatbots feel more like deflection ...

The Federal Communications Commission wants to bring customer service back to the U.S. The agency proposed new rules Thursday that could require phone, internet and cable companies to disclose a ...

A real phone call shows AI trying to act like a human but failing, making it clear that businesses should reconsider replacing people with artificial intelligence. PORTLAND, Ore., March 4, 2026 ...

NiCE AI Call Recording Software is part of the CXone Mpower platform, delivering enterprise-grade voice recording, compliance, and AI-driven analytics. It captures, stores, and analyzes 100% of ...

Call Recording is finally rolling out to Pixel users outside the US. Various reports from different parts of Europe confirm the feature’s availability. Google has confirmed the feature is coming to ...

In November, Call Recording for the Pixel Phone app began rolling out broadly, and it’s now getting international availability. This is different from Gemini Nano-powered Call Notes available on the ...

Thousands of customers have called the Baltimore Gas and Electric Company’s customer call center in the past year; many were met with hourslong wait times and unfulfilled promises from BGE to call ...

The 2025 J.D. Power study reveals a historic decline in U.S. residential electric utility satisfaction, primarily driven by a 34% increase in average bills since 2020, reaching $189 monthly. Despite ...