Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

WASHINGTON, Oct. 29, 2024 (GLOBE NEWSWIRE) -- ibex (NASDAQ: IBEX), a leading global provider of business process outsourcing (BPO) and customer engagement technology solutions, today announced the ...

SAN JOSE, Calif., June 12, 2025 (GLOBE NEWSWIRE) -- Zoom Communications, Inc. (NASDAQ: ZM) today introduced Zoom Virtual Agent 2.0, the next evolution of the company’s self-service virtual agent. Now ...

Zoom Communications announced the integration of its Virtual Agent with Zoom Phone on Aug. 18, creating an AI concierge that can handle incoming calls around the clock. The company also introduced ...

Virtual agents reduce the workload on human agents, allowing them to focus on complex or sensitive inquiries while ensuring consistent, accurate support. AI contact centers also enable real-time ...

Zoom Communications, whose video conferencing solution became a household name during the Covid era, is now looking set to carve out a niche in the customer experience industry with a virtual agent.

My focus here is specifically on how the term “agent” is used in the contact centers, where it has unequivocally meant human agents – people who dealt directly with other humans, namely customers. The ...

Kunal is a thought leader in Digital Journal’s Insight Forum (become a member). Healthcare systems are facing the dual challenges of delivering exceptional patient experiences while managing costs and ...