In fact, only 31% of businesses have fully implemented omnichannel contact centers that unify customer interactions across ...

Customized greetings Open/closed schedule UB Person Number entry and InfoSource integration Call transfer options (e.g., “Press 1 for…”) Voicemail Customized on-hold messages Use of wrap-up codes to ...

As an AI engineer at Meta, Boris Valkov helped build PyTorch, one of the world’s largest machine learning libraries. During ...

The study results will be published in a series of ISG Provider Lens™ reports, called Contact Center – Customer Experience Services, scheduled to be released in October 2025. The ...

AI transforms call center analytics by augmenting human capabilities rather than replacing them. This partnership between AI ...

ISG has distributed surveys to more than 90 contact center service providers serving the global market. Working in collaboration with ISG's global advisors, the research team will produce three ...