Explore the differences between Power BI and Microsoft Fabric for contact centers, including architecture, data pipelines, real-time analytics, governance, and advanced AI capabilities.

This blog dives into the rise of co-pilot technology in the CX industry and how contact centers can leverage them to improve both the agent and customer experience.

Traditional metrics don't always reflect how customers actually feel. Sentiment analysis uses NLP to uncover the emotions behind every interaction, helping contact centers improve experiences, not just outcomes.

This guide will break down the true cost drivers, highlight where smart contact center cost optimization pays off, and give teams a structure that aligns with customer needs.

This guide introduces the top contact center AI solutions, from agent assist to AI self-service and conversational analytics, primed to support customer-focused teams in 2026.

If you’ve ever sat in a room watching live contact center dashboards during a spike, you know the difference between operational calm and total chaos. The clock starts ticking the second a customer can’t get through, and loyalty evaporates faster than most companies are willing to admit.

There’s been a lot of buzz around artificial intelligence (AI) in recent years. Many organizations are already investing in it or considering investing in it in the future. Naturally, they want to know what kind of financial returns they can expect and how they will achieve them.