ROI CX Solutions

APRIL 22, 2025

Read Time: 9 minutes Table of Contents Introduction Learn how artificial intelligence for contact centers can power your customer support operations and elevate agent performance in this article. Discover how contact center AI assists agents on live calls, reduces training and handle time, and helps businesses better understand customer behavior. Contact ROI CX Solutions to customize your AI solutions to your business goals.

Contact Center 52

Contact Center Interactive Voice Response Call Center Coaching 52

CSM Magazine

APRIL 22, 2025

The 2020s marked the beginning of a work from home era, making more than 63% of companies adopt remote practices. Small businesses and enterprises started to hire dedicated remote developers for building and maintaining their digital products. They faced the need for Agile and Scrum adoption and such hurdles as remote management, planning, and communication.

Morale 52

Morale Best practices Engineering outsourcing 52

Concentrix

APRIL 22, 2025

Company recognized for strong market impact, advanced AI support services, and commitment to protecting digital platforms worldwide NEWARK, Calif.

Marketing 54

Marketing Technology 54

CSM Magazine

APRIL 22, 2025

OneShot.ai founders Peda Pola and Gautam Rishi Over the past 18 months, companies rushed to deploy “AI digital workers” to replace headcount. The promise? Faster growth, fewer hires. The reality? Underwhelming performance, churn, and flatlining pipelines. Today, OneShot.ai announced the public release of its Execution OSa GTM (go-to-market) operating system that blends multi-agent AI, on-demand GTM specialists, and a real-time Analysis Engine to execute go-to-market strategy with zer

Engineering 52

Engineering Enterprise B2B SaaS 52

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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

SharpenCX

APRIL 22, 2025

Facing Genesys PureConnect end-of-life? Learn how to migrate VXML applications without disruption. Discover Sharpens cloud-native, VXML-compatible contact center platform for a seamless transition.

Contact Center 67

Contact Center Customer Support Technology Customer Service 67

SQM Group

APRIL 22, 2025

Let's dive into the nitty-gritty of service level calculations, looking at industry standards and common pitfalls.

Service level 66

Service level Contact Center industry standards 66

A Better Answer

APRIL 22, 2025

Another wonderful company spring picnic is in the books! This cherished annual tradition brought our team together for a perfect day of relaxation, delicious food, and meaningful connections outside the office.

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Unymira

APRIL 22, 2025

This article explains the main drivers for Software Asset Management, and why a software license management program needs to be included in your larger ITAM strategy.

Best practices 52

Best practices Management 52

Concentrix

APRIL 22, 2025

The automotive space is changing lanes. Are you keeping up? Learn how you can stay competitive while also prioritizing long-term growth.

Automotive 48

Automotive 48

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

Unymira

APRIL 22, 2025

Google Glass may have been ahead of its time, but with Apples rumored release of their own augmented reality (AR) glasses , its time to start taking the topic seriously.

Customer Service 52

Customer Service Technology Customer Experience 52

Concentrix

APRIL 22, 2025

Discover how to combat rising digital deception. Download our whitepaper for insights on money laundering, KYC, and technology solutions.

Technology 48

Technology Finance Banking Management 48

PeopleMetrics

APRIL 22, 2025

Over the past 3 months, Ive been revisiting lessons from Listen or Die: 40 Lessons That Turn Customer Feedback into Gold through the lens of AI. Writing this series has been one of the most energizing projects of my career. Now, Ive collected all of the lessons into one blog. From NPS to VoC, AI has transformed how we look at and act on customer experience.

B2C 62

B2C Surveys Feedback Customer centricity 62

AWS Machine Learning

APRIL 22, 2025

In December, we announced the preview availability for Amazon Bedrock Intelligent Prompt Routing , which provides a single serverless endpoint to efficiently route requests between different foundation models within the same model family. To do this, Amazon Bedrock Intelligent Prompt Routing dynamically predicts the response quality of each model for a request and routes the request to the model it determines is most appropriate based on cost and response quality, as shown in the following figur

Benchmark 85

Benchmark APIs Metrics Best practices 85

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

CustomerServ

APRIL 22, 2025

In the world of outsourced English-language call centers, the agent's accent often becomes a focal point of discussion. Yet, there's no industry-wide consensus on what constitutes an "acceptable" accentwhether the agent is onshore, nearshore , or offshore. This lack of uniformity reflects the varying needs of brands, each with unique thresholds for what they consider an acceptable accent in their customer experience (CX) strategy.

Call Center 62

Call Center outsourcing Customer Experience 62

AWS Machine Learning

APRIL 22, 2025

Today, were excited to announce the launch of Amazon SageMaker Large Model Inference (LMI) container v15, powered by vLLM 0.8.4 with support for the vLLM V1 engine. This version now supports the latest open-source models, such as Metas Llama 4 models Scout and Maverick, Googles Gemma 3, Alibabas Qwen, Mistral AI, DeepSeek-R, and many more. Amazon SageMaker AI continues to evolve its generative AI inference capabilities to meet the growing demands in performance and model support for foundation m

APIs 79

APIs Engineering Benchmark Telecommunications 79

AnswerConnect

APRIL 22, 2025

Discover how being listed as Open 24/7 can improve your visibility in Googles local search results. Learn why it matters - and how AnswerConnect makes it possible. The post Google now ranks businesses higher if they’re Open 24 hours: Here’s how to take advantage appeared first on AnswerConnect Blog.

Answering services 52

Answering services 52

AWS Machine Learning

APRIL 22, 2025

In the first post of this series, we introduced a comprehensive evaluation framework for Amazon Q Business , a fully managed Retrieval Augmented Generation (RAG) solution that uses your companys proprietary data without the complexity of managing large language models (LLMs). The first post focused on selecting appropriate use cases, preparing data, and implementing metrics to support a human-in-the-loop evaluation process.

Calibration 76

Calibration Metrics Enterprise Engineering 76

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

Marketing

CSM Magazine

APRIL 22, 2025

The online learning market was valued at USD 299+ billion in 2024 and is expected to grow at a 19% CAGR by 2030. The industry allows anyone interested to re-skill, up-skill, or take a career detour without ever leaving their kitchen table. While everyone takes on online learning for the course content, the process itself teaches a surprising range of soft skills that unexpectedly proved useful in customer service.

Customer Service 52

Customer Service Marketing Accountability Feedback 52

AWS Machine Learning

APRIL 22, 2025

This post is co-written with Saibal Samaddar, Tanushree Halder, and Lokesh Joshi from Infosys Consulting. Critical insights and expertise are concentrated among thought leaders and experts across the globe. Language barriers often hinder the distribution and comprehension of this knowledge during crucial encounters. Workshops, conferences, and training sessions serve as platforms for collaboration and knowledge sharing, where the attendees can understand the information being conveyed in real-ti

Transportation 61

Transportation Consulting Consulting Enterprise 61

CSM Magazine

APRIL 22, 2025

Aquant , the leader in domain-specific AI for servicing complex equipment, has been named to Destination CRM’s 2025 Top 100 CRM Companies list , recognizing the most innovative companies transforming how organizations engage with customers and drive outcomes. This year’s list spotlights pioneers in agentic AI, the underlying intelligence that enables systems to reason, plan, and adapt.

CRM 52

CRM Chatbots Technology Customer Service 52

Cincom

APRIL 22, 2025

What Is a Sales Strategy? A sales strategy is your blueprint for consistent and scalable revenue growth. It is not just a list of tactics or a playbook for closing deals. A strong strategy aligns your market focus, sales processes, tools, and team with long-term business outcomes. At its core, a sales strategy answers three questions: Who are we selling to?

Sales 40

Sales Upselling Engineering Outbound sales 40

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait times