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Blog Category // contact center ai

Posted by Shawn Boehme , Jun 24, 2026

$500K in AI. Twelve Months Later, the Board Wants Numbers. A VP of CX approves a contact center AI investment. The vendor ...

Posted by Shawn Boehme , Jun 24, 2026

The two places mid-market teams lose the most time are inside meetings and inside customer conversations. Meetings run long, ...

Posted by Shawn Boehme , May 13, 2026

The Conversation I Have Most Often Right Now Every couple of weeks, I sit down with an IT leader at a mid-market company who ...

Posted by Shawn Boehme , Feb 26, 2026

AI-powered customer engagement is the use of artificial intelligence layered on unified communications platforms to analyze ...

Posted by Shawn Boehme , Aug 29, 2025

I have been in plenty of rooms where everyone agrees that customer engagement is currently the top priority. The slides look ...

Posted by Shawn Boehme , Jul 03, 2025

Recently, a friend showed me her engagement dashboard, and wow, it had it all: click-through rates, sentiment analysis, ...

Posted by Shawn Boehme , May 14, 2025

A few years back, I worked with a retailer whose support team was overwhelmed. Calls were dropped. Agents were juggling five ...

Posted by Shawn Boehme , Mar 03, 2025

I’ve spent over 15 years working with businesses looking to improve how they connect with customers. I've seen how things ...

Posted by David Ryan , Jan 15, 2024

Cloud contact centers let businesses handle customer interactions over the internet instead of on-premise hardware.