Contact center AI is everywhere, in pitch decks, demos, and roadmaps. But too often, what’s sold as “intelligence” turns out to be automation wrapped in branding. This 3-part series started on LinkedIn as a call for honesty and substance. It […]

Dashboards Are Dead. Long Live Conversational Analytics for Contact Centers. Contact centers generate massive amounts of data every single day — customer calls, agent interactions, resolution times, sentiment trends, and more. But most leaders and supervisors still rely on outdated […]

Efficiently Managing AI Costs: The Power of Real Token-Based Billing Understanding AI Billing Models: Traditional vs. Token-Based As Artificial Intelligence (AI) continues to reshape industries, many businesses encounter significant challenges related to managing AI-associated costs. Traditionally, AI solutions have been […]