Using over 20 years of experience in communications technology as his foundation, Jeremy Duke established Synergy Research Group in 1999, and today serves as chief analyst. His expertise and ...
For years, many contact center strategies treated voice as a utility and a high-cost channel to contain. Digital self-service, chat, messaging and automation were positioned as lower-cost alternatives ...
Consumers have used AI for years, starting with basic (but let’s face it, not-so-great) chatbots. As more sophisticated AI agents have entered the scene in recent years, consumer skepticism was ...
Conversational AI has been around for decades, going back to the first instances of automatic speech recognition (ASR) and natural language understanding and processing (NLU/NLP). These technologies ...
Despite advancements in unlocking data for business insights and analytics, security and governance remain a major concern facing organizations. While many focus on advancing and adopting AI, they ...
For decades, IT budgeting followed a familiar pattern. Count your users. Multiply by a per-seat price. Add infrastructure, support contracts and a contingency line. Present the number. Defend the ...
More businesses are adopting agentic AI to aid knowledge workers, automate workflows and unlock unstructured data such as chats and meeting transcripts. However, while AI can be helpful, rushing ...
UCaaS and CCaaS pricing has been moving toward simplicity for the past decade. Buy a seat. Pick a tier. Add phone numbers, minutes, storage, workforce engagement, compliance, analytics or premium ...
Salesforce has chosen Enterprise Connect 2026 as the launch venue for Agentforce Contact Center, its native, agentic contact center as a service (CCaaS) solution. In a newsroom post today, the company ...
Contact center agent churn has traditionally been high. “Attrition in the US right now is about 30% on average, and that’s been pretty standard for the past seven or eight years,” said Steve Morrell, ...
Customer service implementations are a primary use case for those many organizations already aboard the agentic AI train. Orchestration, observability and governance are necessary technical systems ...
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