Retail call centers are the front line of consumer queries and the favorite new target for identity fraud. Daniel Flowe, head of identity strategy at...
Alternately mind-numbing and infuriating, call center experiences are getting a refresh, bringing a more human touch to bear even though more automation is involved than...
Citi Commercial Cards is introducing an intelligent virtual agent (IVA) capability at its U.S. call centers, Citi announced on Monday (Feb. 3). Citi will harness...
Payments credit union service organization PSCU unveiled the deployment of desktop automation via its partnership with Jacada to optimize the call center experience. The attended...
Customer relationship management (CRM) firm Salesforce is expanding its partnership with Amazon Web Services (AWS) to offer customer service technology powered by artificial intelligence (AI),...
Yandex has announced that MLU B.V., its ride-sharing and food delivery joint venture with Uber, has agreed to acquire the IP and call-centers of Russia’s...
Slow service doesn't fly when customers connect with airlines across different channels. That's why airlines are turning to artificial intelligence (AI) to give human agents...
Current and former staff at British Airways, the U.K. airliner, told The Financial Times this weekend that data has been handled insecurely and has been...
Catering to the needs of tech-savvy consumers means providing customer service that’s quick and adaptive, regardless of the channel. Automation, artificial intelligence (AI) and similar...