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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.
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.
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.