Thought Bubbles Q&A: Artificial Intelligence

By Cameron Weeks

The utilization of AI throughout contact centers is ever-expanding. Read about the use-cases and whether it's a big...

Machine Learning is the Real Buzzword of 2020

By Liz Cahill

Read Edify CEO Cameron Weeks' article for Forbes Tech discussing why machine learning is the real buzzword of 2020,...

Thought Bubbles: Episode 1

By Kendal Rodgers

Watch the first episode of our brand new video series, Thought Bubbles, where thought leaders discuss customer...

The Fastest Glacier

By Candace Sheitelman

The contact center industry’s cumbersome yet mostly functional technology has stuck because there just haven’t been...

The Ultimate AI and ML Glossary

By Kendal Rodgers

Here’s the ultimate AI and ML glossary, defining all the commonly used terms, so you’ll never be confused again. From...

Megatrends 2020 -- A Recap

By Kendal Rodgers

Megatrends 2020 covered everything from AI and ML to voice technologies and advanced analytics. Here's a recap into...

AI and ML: They’re Not Interchangeable

By Candace Sheitelman

There are so many nuances and so many attributes to both artificial intelligence and its litany of subsets - including...

Machine Learning Q&A with Cameron Weeks

By Liz Cahill

We asked Edify co-founder and CEO Cameron Weeks why he believes so strongly in machine learning. Here is what he had to...

Emotion Detection - Your CX Can’t Survive Without It

By Kendal Rodgers

Emotions determine brand loyalty and, vice versa, customers’ likelihood of churning. Thanks to developments in emotion...

Humans + Chatbots Create a Better Customer Experience

By Kendal Rodgers

Customers always remember their service experiences. Implementing an intelligent chatbot will add value and help your...

5 Tips for Excellent Customer Support

By Kendal Rodgers

Empower your call center agents to provide better customer support with these five helpful tips and suggestions.

Looking Back at ICMI Contact Center Expo 2019

By Kendal Rodgers

Having a contact center is running a business within a business. The 2019 ICMI Contact Center Expo was held May 13-15...