Agent Assist, developed with Google Cloud, summarizes conversations between workers and beneficiaries while highlighting relevant information, like enrollees’ benefit and eligibility details.

NEW YORK (AP) — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information ...

Cloud-based call center software costs $20-$200+ per user monthly. Key features include call blending, CRM integration, IVR ...

With every new layer of security, fraudsters look for their next way in. As the government implements a variety of controls in digital channels for identity and device proofing, fraudsters seek new ...

JEFFERSON CITY, Mo. (AP) — As millions of Medicaid recipients face the potential loss of health coverage for the first time since the coronavirus pandemic, state call centers are getting inundated ...