Organizations are reshaping business operations and unlocking workforce performance with GenAI. In fact, 90% of business leaders believe that these productivity gains could even reduce employee stress and burnout. Read this guide to discover how you can implement a GenAI solution that empowers your employees at every level to speed up case research and resolution, […]
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Today’s leaders face a dual mandate: grow the business while reducing costs. At the same time, AI adoption and demographic shifts are transforming the global workforce. Research from Sapient Insights Group shows how organizations with long-term workforce planning can see improvements in innovation, customer retention, and profitability. In this report, you’ll see how the most […]
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The state of security is highly adrenalized these days — more so than usual. Years into the deadly and disruptive global pandemic, not only are we still seeing more attacks, we’re also seeing more breaches, as the way many of us work continues to evolve. New global research conducted by Splunk and the Enterprise Strategy […]
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Today’s conversational AI can start an interaction — but it still hands the actual work off to a human. Chatbots answer questions, route requests, and collect information, but 67% of organizations say they need AI that resolves requests, not just responds to them. The next generation of voice AI doesn’t just engage customers and employees […]
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AI is already embedded across the enterprise — but most deployments are fragmented, task-level tools that don’t talk to each other. When AI agents can’t share context, pass work forward, or act across systems in real time, automation creates complexity faster than it creates value. Unlocking real enterprise impact means moving beyond isolated AI to […]
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In an AI-powered contact center, data is plentiful — but when your AI tools work in silos, the insights stay trapped. Disconnected tools mean agents lack timely guidance, supervisors miss retention risks, and the knowledge base falls behind the reality of daily calls. This ebook shows how four connected Agentic Voice AI capabilities work together […]
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The Chicago Cubs serve millions of fans each season with a team of roughly 500 full-time employees — scaling to 1,500 during game days. Delivering white-glove, personalized service to season ticket holders while managing a flood of internal requests and fan inquiries is an enormous operational challenge for any lean organization. Steve Inman, VP of […]
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In large enterprises, a significant share of customer interactions happen outside the formal contact center — managed by field offices, franchise teams, retail locations, and distributed support staff using tools that were never built for them. When those teams rely on enterprise contact center software, queues clog and reporting becomes noise. When they piece together […]
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Sun River Health is New York’s largest federally qualified health center — serving over 200,000 patients annually across 40+ clinical sites with a team of 1,800+ employees. After a major merger left the organization with disparate phone systems, siloed reporting, and 20,000+ patient calls a week to manage, VP of Technology Eric Brosius knew they […]
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AI in business communications is no longer an experiment — it’s a competitive differentiator. Companies using AI are already seeing 27% revenue growth, 32% CSAT improvement, and 20% OpEx reduction on average. But with AI rapidly evolving from task-specific tools to autonomous agentic agents, knowing where to invest — and how — is the real […]
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When you turn on AI in your communications stack — meeting summaries, agent assist, suggested replies — you feel two things at once: relief that work moves faster, and unease that the system is acting on context you didn’t explicitly hand it. That unease is well-founded. In communications, every sentence is a system call, and […]
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