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Measuring What Matters: Redefining Excellence for AI Agents in the
The contact center industry is at an inflection point. AI agent performance measurement is becoming essential…
Elevate service automation with timeout rules for automatic actions
As organizations continue to scale out digital customer service, the need for reliable automation grows. Timeout rules for automatic actions help teams maintain service-level agreements (SLAs), optimize representative workflows, and…
Fluent v2.0 for Customer Service: A unified, modern experience
Fluent v2.0 is Microsoft’s next-generation design language, and it’s now fully implemented across all Dynamics 365 Customer Service components. This milestone marks the completion of a comprehensive modernization effort,…
Revolutionizing customer support
In today’s fast-paced digital landscape, customer expectations are higher than ever. They demand swift, accurate, and personalized support—without the friction of long wait times or repetitive interactions. Autonomous case…
Let it close itself: Smart, autonomous case closure is here
What’s one of the most persistent challenges in customer service? The last mile.
A resolution might be proposed, but what happens next often falls into a gray zone. Agents are waiting for…