customer service

Introduction Voice remains a critical channel in customer experience especially for high-stakes, high-emotion interactions. Yet traditional interactive voice response (IVR) systems and ...

Many organizations are eager to implement artificial intelligence (AI) in their voice channels but moving from a successful pilot to a full ...

Many on-premise customers are considering moving their Contact Center functionality to the Cloud. PTP has spent the last several years helping clients ...

Enabling Smarter Conversations: Agentic AI and the Evolution of Voice Platforms On April 3, 2025, PTP partnered with Execs In The Know ...

Agentic artificial intelligence (AI) transforms voice platforms by enhancing efficiency, reducing operational costs, and improving customer experience. Organizations that integrate these intelligent ...

In Part 1 of this series, we concluded that regardless of CX ownership, EVERYONE in the organization is responsible for CX but ...

In Part 1 of this Blog series, we concluded that regardless of CX ownership, EVERYONE in the organization is responsible for CX ...

In Part 1, we concluded that regardless of the owner, EVERYONE in the organization is ultimately responsible for CX. Thus, Part 2 ...