Buying or replacing a contact center platform is one of the toughest technology decisions a service team will ever face. The system touches every interaction - from the IVR menu a frustrated customer hears to the reporting dashboards managers use to plan staffing. When the platform fails, hold times rise, agents become overwhelmed and lose context, and customer loyalty slips away.

Uncover how chat and bot capabilities in ice Contact Center simplify workflows and create more efficient, personalized customer experiences.

AI promises to transform contact centers with smarter routing, faster responses, and better customer experiences - but success isn't guaranteed. This article explores why so many AI projects fail and how leaders can fix the issues before they derail results.

This guide explores why AI governance matters, how it protects trust and compliance, and the steps organizations can take to build responsible AI programs that balance innovation with safety.

Building a chatbot takes more than plugging in a tool. From clean data and structured knowledge bases to backend integrations and solid architecture, learn what it really takes to design a chatbot that delivers accurate, helpful results — and avoids frustrating your customers.

This blog explores how AI is transforming manufacturing and supply chain support, from intelligent virtual agents to predictive maintenance alerts, multilingual support, and more. Discover 10 practical AI use cases that reduce delays, improve communication, and keep operations running smoothly.

If you’ve ever sat down to review a call with an agent and found yourself thinking, “Where do I even start?”, you’re not alone. Many managers and supervisors have been there.