Voice AI Cannot Just Answer Calls. It Has to Resolve Them
Voice AI is becoming a more serious part of the enterprise customer service conversation. Legacy IVR systems are still frustrating and earlier versions of bo...
Nicole Willing · 15 Jul 2026
The Reality of Voice AI in the Contact Centre: From Pilot to Production
In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of Product Management at AudioCodes , about the practical reality of moving Voice AI ...
Marcus Law · 25 Jun 2026
From Pilot to Production: How AudioCodes Live Hub Makes Voice AI Contact Centres Work at Scale
Building a voice AI agent has never been easier. LLMs are highly capable, and convincing proof of concepts that can be achieved in days. The difficulty often...
Marcus Law · 18 Jun 2026
The Call That Cost a Fortune
Every CX leader's nightmare: the one call that went catastrophically wrong . In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Va...
Rob Scott · 30 Dec 2025
RingCentral Increases AI Product Launch to Beat $100MN Target Before 2026
Learn how the recent RingCentral AI product launch is driving growth and expanding its customer base in emerging AI trends.
Francesca Roche · 4 Nov 2025
The Proposed US Bill to Mandate Human Customer Support: Everything That’s Wrong With It
In July, two US senators proposed the "Keep Call Centers in America Act of 2025". If it passes, the bill would serve two primary purposes: Ensure customers a...
Charlie Mitchell · 2 Sept 2025
Why Voice Automation Is Finally Ready to Resolve, Not Just Redirect
CX Today and Mavenoid explore how voice automation is finally moving beyond simple call redirection to actually resolve customer issues on the first try.
Rhys Fisher · 12 Aug 2025
The Top CPaaS Vendors for Enterprise CX: Architecting Intelligent Customer Journeys
There was a time when the Top CPaaS vendors existed on the sidelines, stepping in to help companies enable two-factor authentication codes or send one-off al...
Rebekah Carter · 15 Jul 2025
What is CCaaS and Why Is it Critical to Enterprise Customer Experience?
Learn: what is CCaaS? How does it improve customer experiences? And how should a business approach a CCaaS migration?
Rob Scott · 15 Jul 2025
AI Agents Will Transform Voice of the Customer (VoC) Programs. Here's How.
Agentic AI has remarkable potential to transform voice of the customer (VoC) programs. Just consider the birth of behaviorally-focused large language models ...
Floyd March · 6 Feb 2025
HCLTech Takes Over Nuance Enterprise Professional Services, Creates a Nuance Migration Factory
Nuance's Enterprise Professional Services business is set to become part of HCLTech. The business employs 550 team members and – since 1989 – has worked with...
Floyd March · 14 Jan 2025
Blazing a Trail: Why Voice (yes really) is the Hottest Thing in Digital Channels
While many CX industry pundits called the death of voice as much as four years ago, the channel is still going strong. Digital channels and asynchronous mess...
Susie Harrison · 15 Oct 2024
Nuance to Stop Supporting On-Premise Contact Centers: Now What?
Nuance Communications is ending its support for its on-premise contact center IVR solutions. While Nuance hasn't made any public announcements on the matter,...
Charlie Mitchell · 30 Sept 2024
6 Reasons to Invest in Customer Service Automation this Year
For businesses large and small, investing in customer service automation initiatives is now essential. Customer expectations are constantly evolving, pushing...
Rebekah Carter · 1 Sept 2024
Contact Center: What is an AI-Powered Bot?
Bots are on the march. No longer just rudimentary Interactive Voice Response (IVR) solutions, AI is turning them into clever speech and messaging attendants ...
Simon Wright · 18 Jul 2024
Is IVR Still Essential for Contact Centers?
Contact centers leverage a wide range of ever-evolving technologies to enhance customer experiences, and deliver exceptional service. One of the most critica...
Rebekah Carter · 9 Jul 2024
Twilio Announces a Mobile App for CCaaS, "Personalized IVR", & More
Twilio has announced a mobile app for Flex – its CCaaS platform – as one of several significant announcements within its Q2 2024 release. The Flex Mobile app...
Charlie Mitchell · 2 Jul 2024
BPO Contact Centers In 2024: Where Can They Add Value?
The contact center is the frontline of any business, influencing relationships with customers, and your ability to grow in a competitive landscape. However, ...
Rebekah Carter · 6 Jun 2024
Deepfakes in the Contact Center: Are You Ready?
The contact center and customer experience landscape has entered into a period of rapid development and innovation, driven largely by AI innovation. Advanced...
Rebekah Carter · 3 May 2024
Faster, Smarter, Better: 8 Contact Center Efficiency Boosters
Your customer experience strategy must factor in speed and efficiency to be really sustainable – this approach saves cost, makes room for more volumes, and r...
Anwesha Roy · 24 Apr 2024
OpenAI Warns Businesses to Phase Out Voice-Based Authentication, Stalls the Release of Its Voice Cloning Tool
OpenAI has put companies on red alert, warning them that it’s time to move on from voice authentication amid the development of its Voice Engine solution. Vo...
Charlie Mitchell · 2 Apr 2024
Interactive Voice Response: How Smart Automation Drives Efficiency and Enhances Customer Service
In the pursuit of efficiency, automation is key. However, ‘faster’ and ‘easier’ are not the only consequences of a well-executed deployment of technological ...
Simon Wright · 28 Mar 2024
10 De-Escalation Techniques to Calm Down Even the Angriest Customers
But then, this is a skill set that you simply have to pick up. Remember, no matter how hard you try to provide exceptional customer service, things can, and ...
Anwesha Roy · 23 Feb 2024
Blending Live and Virtual Agents: Here's How Turo Did It (Successfully!)
We are all getting lazier, according to The Michigan Daily , at least. Whether it be voice-activated smart appliances, virtual assistants to help lighten the...
Rhys Fisher · 14 Feb 2024
Voice 2.0 and the Rise of Intelligent Voice in CX
Watch on YouTube. Discover the exciting frontier of Voice 2.0 and the rise of Intelligent Customer Experience (CX) in our recent webinar. Join Rob Scott from...
Rob Scott · 16 Jan 2024
Krisp Shows off AI That Changes the Accents of Contact Center Agents
Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of Krisp's new AI accent localization feature for contact center agents. He also speaks to Da...
Charlie Mitchell · 15 Jan 2024
AWS Makes Proficiency-Based Routing for Contact Centers Possible
Amazon Connect now allows admins to route customer interactions according to the proficiency of contact center agents. To start, admins can create a set of a...
Charlie Mitchell · 4 Jan 2024
IVR Systems: The Past, Present, and Future
The customer service landscape is home to many different crucial technologies, and confusing acronyms, from “ACD” (Automatic Call Distribution), to “CCaaS” (...
Rebekah Carter · 3 Jan 2024
Teleo Capital Acquires Plum Voice, Merges It with SharpenCX
Teleo Capital has acquired Plum Voice, which it will merge with Sharpen Technologies, assisting Sharpen in its mission to create the "contact center of tomor...
James Stephen · 24 Oct 2023
The Future of Voice: Navigating the Evolution of Customer Communications
Watch on YouTube. Join Rob Scott from CX Today as he delves deep into a conversation with industry leaders: Jake Butterbaugh, Senior VP of Global Partner Org...
Rob Scott · 11 Sept 2023
How to Build the Best IVR Flow for Your Business
First impressions matter, particularly when it comes to businesses interacting with their customers. In today’s competitive landscape, it only takes one bad ...
Rebekah Carter · 15 Jun 2023
The Top CX Compliance Vendors for 2023
Compliance has always been a critical concern for brands serving customers in a variety of industries and landscapes. As companies continue to collect huge a...
Rebekah Carter · 20 Mar 2023
3 Excellent Examples of Businesses Taking Customer Experience to the Next-Level
Recent Adobe research presents a stark reality: 71 percent of customers who lose trust in a company will find another company with which to do business. Cons...
John Flood · 10 Feb 2023
Contextual Communications 101: The Basics
Contextual communication stops customers from having to repeat themselves and assists contact center reps with valuable insights. Here's how.
Rebekah Carter · 14 Dec 2022
What Is VoiceXML (VXML), and Why Does It Matter to CX?
Find out: what is VoiceXML? Why do developers often favor it as a programming language? And why is it still relevant in the CX world?
Rebekah Carter · 9 Dec 2022
What is Screen Popping in a Contact Center?
Uncover the answers to questions such as: what is screen popping? How does it work? And how can it benefit my contact center?
Rebekah Carter · 8 Dec 2022
How to Build a Better Voice Bot
When Winston Churchill wrote: "Science should be on tap, not on top," you would have thought he was eerily prescient about Artificial Intelligence (AI) and v...
John Flood · 1 Dec 2022
How Effective Are IVR Payment Systems?
Find out how IVR payment systems work, dig into their effectiveness, and consider how contact centers can best implement the technology.
Rebekah Carter · 28 Nov 2022
The Evolution of Chatbots and the Rise of Conversational AI
Ask anyone to consider what comes to mind when they think about “AI”, and “chatbot” is likely to be high on the list. Emerging as one of the most hotly debat...
Rebekah Carter · 25 Nov 2022
AI in The Contact Center: 5 Ways Bots Can Boost Business Performance
In the search for the ultimate customer experience, contact centres are constantly turning to new and disruptive technology. Here's how AI could play its part.
John Flood · 15 Nov 2022
What Are Chatbots?
Unpack a chatbot definition, caveats to implementing the technology, and the future of conversational AI in this introductory article.
John Flood · 20 Oct 2022
AWS Revamps Amazon Connect Flows
AWS has released several improvements to its flow designer experience, which aim to make building and editing a contact center IVR even easier. Available wit...
Charlie Mitchell · 27 Sept 2022
Giving Chatbots a Voice to Improve Customer Experiences
Love them or loathe them, bots are fast becoming the next frontier of customer experience. Yet, some are better than others, and one particular use case gain...
Charlie Mitchell · 13 Sept 2022
Medallia Bolsters Its Contact Center Suite with Callback Technology
Medalia is set to add automated, intelligent callbacks to its contact center suite following its Mindful acquisition. The technology allows customers to sche...
Charlie Mitchell · 31 Aug 2022
What is VoiceWatch, and How Does It Meet Market Needs?
With new, multi-vendor AI, data, and analytics tools and hybrid working models, contact centre environments are becoming even more complex than just five yea...
Charlie Mitchell · 8 Jun 2022
Is It Time to Rethink Priority Customer Programmes?
As Peter Druker once said: “The purpose of business is to create and keep a customer.” Most business leaders will undoubtedly agree with this, yet few behave...
Charlie Mitchell · 4 May 2022
What Is the Difference Between a Virtual Agent and an IVR?
“IVR systems are evolving from dumb menu systems into smart ‘voicebots’ capable of handling complex customer queries,” according to a thought-provoking McKin...
CX Today Team · 12 Apr 2022
What Is a Lost Call and Why do They Matter?
A lost call occurs when a customer phones a company but fails to reach a customer support agent. Perhaps the caller abandons because the wait is too long, th...
CX Today Team · 6 Apr 2022
10 Brilliant Ideas to Lower Call Abandon Rates
When customers face confusing IVR menus, long wait times, or lengthy periods on-hold, they may abandon the call before an agent picks up the phone. According...
CX Today Team · 24 Mar 2022
Bandwidth Integrates with Pindrop
Enterprise cloud communications company Bandwidth has integrated with Pindrop, a voice authentication technology provider, as part of their new partnership. ...
Sandra Radlovački · 21 Mar 2022
What Are the Key Features of an IVR System?
Interactive voice response (IVR) is a contact center staple. It helps manage call queues, inform routing strategies, and sometimes reduce agent workloads by ...
CX Today Team · 21 Mar 2022
Is Voice the Next Frontier for Growth?
The use of voice for communication has gone through an evolution over the past decade, particularly with the introduction of digital assistants that can be s...
Elliot Mulley-Goodbarne · 16 Mar 2022
What Is an Interactive Voice Response (IVR) System?
IVR is one of the sturdiest, battle-hardened elements within the contact center ecosystem. Customers dial in, hear a pre-recorded message, follow the IVR nav...
CX Today Team · 25 Feb 2022
Voximplant Launches a New NLP Service
Cloud communications firm Voximplant has launched a beta version of Avatar, its new Natural Language Processing service that allows developers to improve the...
Sandra Radlovački · 23 Feb 2022
5 Trends in Contact Centre AI for 2022
Responses to the COVID-19 pandemic have accelerated the adoption of digital technologies by several years, according to a McKinsey & Company study . Yet, man...
Charlie Mitchell · 17 Feb 2022
Speech Analytics Statistics for 2022
For years, companies have relied on in-depth insights to drive better business intelligence. Unfortunately, while the conversations held in the contact centr...
Rebekah Carter · 8 Feb 2022
The Future of Voicebots: Much More Than an IVR Alternative
As McKinsey & Company report : “IVR systems are evolving from dumb menu systems into smart ‘voicebots’ capable of handling complex customer queries.” With th...
Charlie Mitchell · 31 Jan 2022
Helpdesk Trends for 2022
The helpdesk continues to be one of the most valuable tools for business leaders focused on ensuring amazing CX and team productivity. Capable of helping wit...
Rebekah Carter · 31 Jan 2022
Keeping Up with New Contact Centre Expectations
Christmas is the most wonderful time of the year. Yet, for many contact centres, it is the most challenging. High contact volumes, excruciating on-hold times...
Charlie Mitchell · 25 Jan 2022
Hammer Launches a Solution to Monitor IVR Experiences
Hammer has announced the release of Hammer Voice Explorer, a solution that allows cloud contact centres to test and monitor IVR performance. Such a capabilit...
Charlie Mitchell · 14 Dec 2021