Qlik joins other companies that have offered tools to improve data governance and maintenance, a core component of AI deployment. Companies that have released similar capabilities and tools include ...

Harini Gokul is a CX executive with 20+ years scaling global customer organizations at Entrust, Microsoft, and AWS. She recently joined Afiniti's board.

Many customer service inquiries are similar and highly structured: order status, order refund, billing inquiry, etc. Generative and agentic AI-powered solutions can answer those questions but can’t ...

There have been a lot of enterprise AI discussions have focused on content risks like hallucinations, biased outputs, inaccurate information, data leakage, and compliance concerns. But now, the new ...

When AI Takes Action, Who Takes Responsibility? Generative AI has already changed how contact centers work by helping agents summarize conversations, surface knowledge and draft responses, but the ...

Using AI agents to streamline processes and drive governance is an overarching theme among Gartner’s trends. Gartner says that decision governance will make agentic decisions more trusted and faster ...

Contact center leaders are investing heavily in orchestration platforms designed to coordinate customer interactions across channels, applications, and automation systems. The goal is to create a ...

Customer interaction data has never lived in one place. Contact center platforms capture conversations, CRM systems store account records, digital experience platforms collect behavioral signals and ...

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 ...

AI-enabled features and tools play an increasingly common role in modern workplace environments like customer-experience organizations and contact centers. Today, AI might be used to draft email ...

In addition to the different agents meant to automate information retrieval and application, Cisco also introduced a means to manage agentic workflows and make sure AI agents only do what they’re ...

Snowflake’s acquisition of Natoma is the cloud data provider’s push into agentic enterprise and a broader platform strategy. Snowflake acquired Observe in May and Select Star to in January. The Natoma ...