Amy Ralls

“We see some customers with 70% autonomous resolution—and I'm talking about real resolution, not just giving an answer, but actually doing it for you and resolving the ticket completely.”

By Gerry Christensen, Associate Founder and Industry Strategist, ICA AI Over the past three years, the tech landscape has been captivated by the rise of generative artificial intelligence. Large language [...]

New Platform Capabilities Include Conversational Intelligence, AI Agent Deployment, Enterprise-wide Expert Routing, and a Workforce Management Update Building on the Announcement Earlier this Year CAMPBELL, CA – July 30, 2026 – Most [...]

By Doug Green “The AI can only do so much.” Organizations are investing heavily in artificial intelligence, CRM automation, call recording, transcription and customer-experience analytics. But according to Mike Wehrs, [...]

By Doug Green “Modernization does not have to mean abandoning the reliability, security and control organizations already depend on.” In this Technology Reseller News podcast, Darrell Butler, Senior Director of [...]

What can the language used by World Cup coaches teach businesses about artificial intelligence, customer engagement and human behavior?

New eSIM service lets employees use their mobile phones for work while keeping personal numbers private and giving IT one business phone system to manage.

SoftwareUCM Version 1.0.1.4 Brings Native Support for QueueMetrics, Combining Enterprise-Grade IP PBX Capabilities with Advanced Call Center Analytics and Agent Management

Business communication used to be simpler: larger companies had switchboards, receptionists, and desk phones, while SMBs and sole practitioners had to wear a haberdashery of hats – greeting customers, answering phones, opening (and sending mail)…

What Trust Actually Is, Why a Verified Identity Is Not the Same as Trust