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AI call deflection is the practice of routing incoming calls away from live agents and into automated self-service, so customers get resolved without ever waiting in a queue. Done well, it cuts agent workload, shortens hold times, and lowers cost-to-serve, all while improving the outcome for the person calling in....
Business Process Outsourcers (BPOs) are under constant pressure to look and feel digital-first — to give clients the AI-powered engagement, inbound and outbound, that modern consumers expect. The challenge isn’t deciding to go digital. It’s staying that way: AI models, integrations, and compliance requirements shift constantly, and few BPOs have...
A new HIMSS Global Market Insights study just confirmed what many of us in the industry already feel: healthcare AI is advancing – but unevenly, and for most organizations, too slowly. The study surveyed 345 healthcare executives and IT leaders across North America, EMEA, and Asia Pacific. The headline finding...
Across the contact center industry, AI investment has never been higher. Productivity tools have been rolled out, internal copilots have been deployed, and employees at many organizations are using AI to draft communications, summarize interactions, and move faster through their workday. Meanwhile, in those same organizations, customers are still navigating...
In this webinar, Janak Joshi, Chief Digital Officer for the Commonwealth of Massachusetts, joins Yossi Abraham, President & CEO of Zappix, to share firsthand insights from deploying AI at scale for millions of residents. Learn what drives successful AI adoption in government, how to measure real ROI, and the practical...
Although healthcare organizations are investing heavily in digital transformation, success depends on putting that technology to work to improve patient outcomes. Navigating healthcare software implementation challenges requires strategic alignment across your organization. A strategic approach will help you enhance your existing infrastructure and ensure that your tools work smarter. To...
