Blog
Explore the latest industry insights, proven best practices, and real-world use cases of communications technologies in contact centers and customer experience.
Why a verified caller ID doesn’t mean a trusted caller
If caller ID is verified, why are nuisance calls still getting through? Businesses need these critical signals to surface where a call actually came from and if it’s who they say they are.
Why verifiable AI is non-negotiable
AI is making decisions about your business, but do you really understand them? Here’s how businesses can track, trace, and explain every action to protect trust and security.
AI that delivers fast, trustworthy answers
Large language models are powerful, but for high-stakes tasks like requests for proposals, businesses need AI that’s both precise and auditable. We introduce an improved RAG model that both enhances accuracy and reduces effort.
The FCC robocalling paradox
The FCC’s evolving robocalling policies may introduce tension between stronger call authentication and reduced consumer control. Discover what this shift could mean for businesses navigating trust, compliance, and outreach.
RAG to riches: A bot that actually gets your business
Imagine a smart voice assistant that answers your customers’ questions anytime, day or night — no staff required. Learn how AI and Retrieval Augmented Generation (RAG) can create a 24/7 voice-activated FAQ system.
How to monitor and maximize SMS/MMS deliverability
Why are your SMS/MMS messages not getting through? We’ll explore the common causes and effective strategies to instantly improve message deliverability.
How “human” should AI be?
Can a voice bot sound too human-like? This blog explores the uncanny valley in customer experience and how to design AI that builds trust.
Out-of-the-Box vs. Customized GenAI Bots: Part 3
In this final part of our series, we explore why control matters in AI by comparing third-party and custom language models, covering hidden risks, security, and the power of personalization.
Why your voice bot still says, “Sorry, I didn’t catch that” in 2025
Today’s voice bots often struggle with basic commands. Here’s why the problem is more complex than it seems and how businesses can improve voice recognition accuracy.
Out-of-the-Box vs. Customized GenAI Bots: Part 2
Building an intelligent agent is an ongoing process; not a one-time effort. In Part 2 of our series, we explore key contact center metrics and how to keep your AI performing.
Out-of-the-Box vs. Customized GenAI Bots: Part 1
As generative AI grows, data security and control remain critical. Part 1 of our series covers chatbot security, off-the-shelf limits, and advantages of custom models.