contact-centers
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Blayne Shell and the long route to a short answer
From outsourcing sales to customer experience and nearshore technology, Blayne Shell’s career follows a stubborn business problem: getting people the help they came for.
Lightico keeps the customer on the line
A signature is easy. Finishing the loan, claim or handset purchase around it is harder. Lightico sells regulated businesses a way to close the gaps between those steps.
TTSF’s Pathlight: What the dashboard couldn’t tell you
Pathlight helped managers see how their teams were doing. Then the company behind it, TTSF, went deeper into customer conversations, became Echo AI, and joined Calabrio.
Alphanumeric and the Art of Answering the Difficult Call
A former IT services firm found a second life in pharmaceutical communications. Its most useful lesson concerns what happens before someone picks up the phone.
Anant Singh and the Business of Being Understood
He sells software that changes how a voice is heard, while insisting the person behind it must remain intact. At Sanas, Anant Singh has made that tension the center of a global sales story.
HGS wants AI to earn its keep
After a $1.2 billion healthcare divestment, HGS is building its next chapter around technology that does the work. The revealing details are in the queues, case files and calls it helps companies handle.
Startek’s AI Bet Still Has 50,000 People on the Line
The customer-service outsourcer’s merger with CCI Global puts more than 50,000 associates behind its AI ambitions. Its customer projects show where automation earns its keep - and why people remain in the picture.
TP built a business on human voices. Now it is teaching AI to answer.
The company behind other companies’ customer service is rebuilding around AI. Its next test is whether it can automate the work and still be worth hiring.
Peter Lavache Would Rather Fund the Product
Avaya's chief marketing officer learned early that the best product does not automatically win. Three decades later, he still insists that marketing begins with product, customers and the unglamorous discipline of execution.
Juberth Rodriguez Left Class for the Call Center's Next Shift
A year of flights between classes ended with a move from Monterrey to San Francisco. Now the Dialogus co-founder is betting that voice AI will change the whole contact center, not merely answer the phone.
Nathalie Siphengphet Is Building a Brand From the Inside Out
After helping tell the story of a new aircraft and opening doors for women pilots, Nathalie Siphengphet returned to an industry she once left behind. At NQX, she is turning customer experience into a lesson about culture, technology, and the people behind every interaction.
Damovo’s $140 Million Bet on Keeping Enterprise Tech Boring - and Why Its No-Rip-and-Replace Playbook Works
Most digital transformations begin with a demolition fantasy. Damovo makes its money on the harder promise: keep the phones ringing, the network breathing and the auditors calm while old infrastructure learns new tricks.