Pearl·Oct 8Voice AI Platform for CCaaS Companies — How to Add AI Voice Agent Capability Without Building From…In 2026, CCaaS buyers expect AI voice agents as standard. Contact center software companies without native voice AI are losing deals to…
Shambhavi Sinha·Jun 30The AI Contact Center Mistake I See Too Often: Automating Before Fixing Escalation DesignEvery time I hear a team celebrate automation rate before talking about escalation design, I get a little nervous.
ETS Labs·Dec 22, 2025From Research to Production: How Enterprise AI Labs Bridge the Gap Between Academia and Real World…I was reviewing quality scorecards last quarter when something struck me. We had just implemented a sentiment analysis model that our team…
Kuldeep Sharma·Sep 18, 2025Agentic AI in CX: It’s Time for a More Grown-Up Action than just conversationWe’ve been hearing about AI in customer experience for years — the promises, the pilots, the flashy demos. And yet, when you look behind…
Barnik Bhattacharyya·Mar 3, 2025From Six Seconds to Seamless: How We Rebuilt Our AI Voice Agent From the Ground UpSix seconds of latency. Our AI voice agent, built on IBM Watson, was failing. So, we ditched the playbook and embraced first principles…
