Browsing: Contact

Contact center company Five9 Inc. flexed its acquisitive muscles today as it announced a $325 million all-cash deal to buy an artificial intelligence-native rival called Level AI as it posted its third-quarter financial results. The deal is expected to close in the fourth quarter, subject to customary closing conditions, Five9 said.

New research from IPI and Talkdesk, alongside a subtle AWS workflow update, points to a practical contact center issue: automation is moving faster than the evidence layer, handoff model, and operational controls many enterprises need to prove outcomes.

The telecom provider plans to reshore its customer care staff, which may have broader implications for companies operating contact centers at home and abroad.

AI is moving from pilots into live service, but connected tools alone won’t deliver agentic CX. Vonage’s Jonathan Kershaw explains why CX leaders must link voice, CRM, CCaaS and AI around context, resolution and agent readiness, starting with one workflow that proves value

Zoom CX Enhancements adds unified context, virtual agent automation, and CX insights to improve omnichannel customer service operations

NiCE has published survey findings showing that personal AI agents are already contacting customer service teams. The responses came from 118 practitioners across more than 70 customer organisations.

A vendor security incident just handed scammers the contact details they need to impersonate Coinbase support and drain your crypto account. Here is what you can do right now to make yourself a much harder target.

Searchable records identifying more than 41,000 current and former Department of Homeland Security employees and contractors were published Wednesday, exposing contact information and details about sensitive assignments across the department, according to the organizations behind the release.

Coinbase pinned an exposure of some customer contact information on Amplitude, a third-party analytics provider, late Tuesday, while saying the exchange itself had not been breached.

Few things are worse for a customer service representative than coming into a call totally blind. When you lack basic details about your customer — who they are, their transactions, how they’ve interacted with your business — your chances of optimizing their experience with exceptional support are low.