call center

It’s estimated that over $400 billion are spent annually to run customer contact centers around the world. To cut costs, in recent years, contact centers have embraced AI and automation; researc

Is it possible to build a voice assistant for the call center that can pick up on indirect questions to figure out the best time to hand calls over to a human? That depends on how high the bar’s

In the customer service arena in particular, enterprises are facing a historic labor shortage. Owing to burnout, flexibility and customer satisfaction challenges, agents are quitting at a faster rate

Invoca, a platform that uses AI to analyze calls for marketing, sales and customer agent training purposes, today closed an $83 million funding round that values the company at $1.1 billion post-money

Assembled, which bills itself as a workforce management platform for customer support teams, today announced that it raised $51 million in a Series B funding round led by New Enterprise Associates, wi

While some surveys show that people prefer to talk to a human as opposed to a chatbot, whether they’re shopping online or dealing with a customer service issue, that hasn’t dissuaded compa

Contact centers were never a walk in the park for employees, but they became much harsher work environments during the pandemic. According to one survey, only 10% of contact center agents reach profic

Hiring chatbot Mya Systems — which uses a conversational AI to grease the recruitment pipeline by automating sourcing for agencies and large enterprises needing to fill lots of vacancies in area

In case you missed it, Aircall announced last week that it had raised another $8 million dollars in funding for its call center software-as-a-service. Balderton Capital is leading this Series A round,

Ameyo, a Gurgaon-based startup that makes software for customer support and sales centers, has raised a Series A of $5 million from Forum Synergies. The company, which already has customers throughout

Talkdesk, which creates software that helps companies create digital call centers that integrate with their other internal company software, said it has raised $15 million. Companies use Talkdesk to c

With APIs from the <a href="https://techcrunch.com/2013/09/18/twilio-adds-picture-messaging-into-its-api-frame-cuts-text-api-pricing-by-25-for-u-s-numbers/">likes of Twilio</a> (and emerging <a href="