Author
Urza Dey (She/They) is a content/copywriter who has been working in the industry for over 5 years now. They have strategized content for multiple brands in marketing, B2B SaaS, HealthTech, EdTech, and more. They like reading, metal music, watching horror films, and talking about magical occult practices.
94 articles
Phone trees route callers through fixed menus. Conversational AI understands intent, completes supported workflows and escalates with context. Here is what contact centers should weigh before switching.
AI in business is moving from systems that only generate content to systems that can take action. This post explains what agentic AI is and how companies are deploying it across real business use cases.
Customer interactions now occur across more channels and touchpoints, with higher customer expectations than ever before. This guide explains how CX teams can manage and improve customer interactions effectively with AI.
Ten speech analytics platforms for contact centers compared on transcription, analytics, QA, compliance and reporting, with vendor facts checked October 5, 2026.
Low call connect and pickup rates hurt call center performance before the conversation even starts. This guide explains why outbound calls go unanswered and how call centers can improve connect and pickup rates across sales, collections and service follow-ups.
A hunt group is often described as a phone system feature, but in a contact center it works as a practical call-routing method. This guide explains the types of hunt groups, how to set one up and best practices for contact centers.
What AI in customer experience actually means, where businesses get the most value, the use cases that work, the mistakes to avoid, and how to measure the result.
How AI call summarization works, the features that matter (accuracy, integrations, security, templates, search), where it pays off, and how to test a tool on your own calls before you buy.
IVR guides callers through predetermined menus. An IVA (Intelligent Virtual Agent) allows callers to speak naturally and can extract information, confirm details and perform tasks. Pick IVR for simple menu-routing and very predictable call flows. Pick IVA for high call volume, repetitive customer support questions or complex workflows with multiple steps. Some teams use both technologies, placing IVR menus on simpler branches and IVAs on the more complex ones.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
