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5 key trends shaping AI in the contact centre in 2025
In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates...
How AI is transforming the CCaaS business model
Few technological innovations will have the disruptive impact that artificial intelligence (AI) is set to unleash across every business...
In Conversation: How Agent Copilot Bots Deliver AI Business Outcomes
In today’s contact centers, agent copilots are revolutionizing efficiency and customer experience. Kelly Koelliker, VP of Content...
AI Agents in Social Listening: Transforming Insights into Action with Konnect Insights
Artificial intelligence is reshaping how businesses handle information—allowing us to process vast streams of unstructured data in...
2025 CX Insights: Trends, Strategies, and What’s Next for Your Business?
As we enter 2025, Customer Experience (CX) remains a key driver of business success, directly impacting growth, loyalty, and...
AI in Contact Center Quality: The Promises and Pitfalls
Your contact center quality program is crucial for the success of your business. It’s a cornerstone for ensuring consistently...
Why Failing to Invest in Scalability Hurts Your CX Strategy
What happens when your CX strategy isn’t built to grow? Failing to invest in scalability can cripple your customer experience, leaving...
Doubling Agent Capacity with Verint Agent Copilot Bots
Whether you see it as “cutting call times in half” or “doubling agent capacity,” the ability to shave 50% off your call handle time is a...
How modern brands measure ROI on CX platform
CX is a critical business strategy that directly impacts revenue, customer retention, and brand loyalty. 80% of customers say experience...
Empower IT and Data Science Teams with Unique Behavioral Data
Welcome to our final installment in our blog series on the power of data-driven interaction analytics. The first blog illustrates how...
Case Study: Great Southern Bank Transforms Customer Service and Reduces Operational Costs
Great Southern Bank improved customer service and efficiency by enhancing its CXone Mpower platform with AI-driven automation. CUSTOMER...
Voice of the customer: Driving customer satisfaction and retention in financial services in 2025
In 2025, CX leaders in the financial services industry face a critical juncture. Customers and clients expect seamless, intuitive...
Beyond the buzz: The real impact of AI in customer experience
As a customer service leader, you've likely found yourself both excited and overwhelmed by the constant buzz around artificial...
Contact Center Playbook: The Era of AI-first Experiences
Love it or hate it – you just CAN’T ignore AI anymore. Its transformative power is being felt among businesses across industries...
Generative AI and Enterprise Intelligence: The Next Horizon for VOC
Artificial intelligence (AI) has been evolving rapidly, and one of its most promising applications is generative AI. This technology is...
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