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AI Agent Escalation: How to Design Seamless Handoffs
Smooth AI agent to human agent escalation is table stakes now for CX and contact center leaders. With the majority of contact center AI agents now handling 25-60% of inbound volume, the interactions that reach a human are those that AI couldn't close. These are often...
6 Types of AI Agents in Customer Service and How to Use Them
"AI agent for customer support" has become one of those terms that gets applied to almost everything. A voice bot that reads account balances. A chat widget that surfaces FAQ articles. A system that writes post-call notes. A tool that coaches your agents during live...
How Do AI Agents Work? 2026 Guide for Contact Center Leaders
AI agents are now table-stakes for customer support departments and contact centers. According to Salesforce's 2026 State of Service: AI Agents report, 70% of organizations who use AI for support report measurable ROI within 60 days. AI agents improve customer...
AI Agents for Contact Centers: The Ultimate 2026 Guide
Most contact centers have experimented with some form of AI: a chatbot on the website. An IVR that sort of understands what customers are asking. Maybe a proof-of-concept that never quite made it to production. AI agents for contact centers are something different. AI...
Best Knowledge Base Software 2026: 11 Picks Compared
The best knowledge base software is the tool that targets your specific business needs and helps you use your organizational information smarter to improve customer and employee support. With the right tools, you can unlock insights about your company, customers, and...
6 Components of Successful Customer Experience Automation
Customer experience automation is what allows contact centers to scale their business and reach more people without sacrificing service quality. If you've noticed your call or contact center struggles with customer inquiries or repetitive questions like "Do you ship...
CCaaS Knowledge Integration: 10 Best Features in 2026
Knowledge platform integrations for CCaaS bring your knowledge base into the same environment as your other contact center tools and allow you to manage everything from one place. Proper integration with a CCaaS platform also opens the door for further automation,...
Outbound AI Agent ROI: 6 Top Metrics to Track in 2026
Outbound AI agent ROI is the return on investment you get after automating your contact center outbound campaigns. Many contact centers still focus on inbound AI agents that can deflect customer inquiries, but the outbound campaign automation benefits like lower cost...
Capacity Ranks No. 432 on the 2026 Inc. 5000
Capacity has been named No. 432 on the 2026 Inc. 5000, the annual ranking of the fastest-growing private companies in America. With 813% revenue growth over three years, Capacity earned a spot among the top 500 companies on this year's list. The recognition comes...
13 Best Zendesk Alternatives for 2026 (Pros, Cons & Pricing)
With over 160,000 customers around the globe, Zendesk is a go-to platform in the customer support world. From ticketing and helpdesk tools to automation, self-service portals, and beyond, it’s built to help businesses deliver top-tier support experiences. But here’s...