How to Use AI to Analyze Calls in Your Contact Center
Learn how AI call analysis works, from transcription to scoring, and how contact centers use it to improve agent performance and customer retention.
What Are Virtual Agents in AI and How Do They Work?
Virtual agents in AI use machine learning to resolve customer inquiries and automate support workflows without human intervention.
How AI Call Center Agents Are Changing Customer Service
High call volumes, long hold times, and repetitive customer questions put constant pressure on contact center teams. Agents can burn out answering the same routine inquiries, while customers may abandon calls before receiving help. Simply hiring more agents to handle basic requests is expensive, and traditional IVR phone trees often route customers without actually resolving their needs.
AI Use Cases in Contact Centers: 8 Ways to Improve Operations
Contact centers are under pressure to manage rising interaction volumes, reduce agent turnover, and meet customer expectations for fast, accurate resolutions. At the same time, managers must maintain service quality and control costs, often without adding more staff. Artificial intelligence (AI) gives contact centers practical tools to meet these demands by automating repetitive workflows, improving visibility into customer interactions, and supporting agents with real-time insights.
Real-Time Agent Assist with Xima Copilot
Xima Copilot gives agents real-time guidance during live calls, helping smaller contact center teams improve resolution quality without added complexity.
Building a Small Business Contact Center with AI Messaging Bots and Automation
Small contact centers have to balance rising customer expectations with limited time and headcount. When agents spend much of their day answering routine questions, call and chat queues can quickly grow while more complex customer needs compete for attention.
Conversational AI examples for enterprises and contact centers (2025-2026)
Artificial intelligence has moved well beyond simple chatbots. Today’s conversational AI can understand customer intent, maintain context across interactions, and help automate tasks that once required significant agent involvement. As the technology has matured, it has become a practical tool for enterprises looking to improve customer experiences while increasing operational efficiency.
The cloud contact center migration decision framework: criteria, costs, and risk
A cloud contact center migration is too important to treat like a simple yes or no decision. For operations managers, IT leaders, and supervisors, the real question is not just whether cloud sounds better. It is whether the move fits your current systems, your budget model, your compliance obligations, and the way your team actually works day to day.
AI Speech Analytics for Small Business Supervisors Who Need Better Coaching Visibility
See how AI speech analytics gives small business supervisors real-time visibility into every call, so coaching is based on patterns and data, not random spot-checks.
AI-powered CCaaS features small business contact centers can actually use
Artificial intelligence has quickly become one of the biggest differentiators in modern contact centers. The challenge is knowing which AI-powered CCaaS features actually make a difference and which are simply marketing buzzwords.
