When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

On July 29, 2025, Sens. Ruben Gallego (D-AZ) and Jim Justice (R-WV) introduced the Keep Call Centers in America Act of 2025. The act targets the offshoring of call center operations, imposes new ...

Outsourcing call center operations has become a common practice for businesses looking to improve efficiency and reduce costs. However, maintaining high-quality customer service in outsourced call ...

Contact center automation is transforming how businesses manage customer interactions by optimizing repetitive tasks, improving agent efficiency and enhancing customer experiences. From intelligent ...

Healthcare leaders are embracing automation to assist with everything from appointment scheduling and patient check-in processes to billing and more. To learn more about how intelligent automation and ...

NEW YORK (AP) — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information ...

Welcome to CMSWire’s dedicated channel for AI in Call Centers. This is your go-to destination for the latest developments, expert analysis and real-world applications of artificial intelligence in ...

The day the Oklahoma Tax Commission (OTC) launched its new cloud-based call center, its Taxpayer Resource Center processed 105 more calls than usual and reduced its time to write call summaries. The ...

The Gazette offers audio versions of articles using Instaread. Some words may be mispronounced. Alliant Energy call center employees in Iowa will “transition” to being employees of InnoSource, a ...