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 and the notes he ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

A few weeks ago, a Filipino BPO worker sparked a heated discussion on Reddit with a chilling prediction: “I keep saying this… AI will replace the BPO industry.” For many in the sector, this isn’t just ...

Many companies are moving beyond rigid, scripted chatbots toward more natural customer interactions. A new voice AI agent called Leaping AI is part of a movement bringing the call center industry into ...

Imagine in the near future, you call a customer service number for a cruise line and are greeted by a highly knowledgeable, smooth-talking artificial intelligence (AI). In a fluid conversation, the AI ...

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 ...

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 ...

Cloud-based call center software costs $20-$200+ per user monthly. Key features include call blending, CRM integration, IVR ...