Blog
What Is Real-Time Agent Assist for Contact Centers? (2026 Guide)
Explore how real-time agent assist for contact centers cuts costs and boosts team performance, achieving 60+ second AHT reduction.
Real-Time Agent Assist ROI: How to Project and Track Cost Savings
The average contact center agent spends 40% of their time looking for information they should already have. And when CX leaders make the case for real-time agent assist internally, they often lead with one metric: average handle time (AHT). It's the easiest number to...
How Does Agent Assist Work? A Step-by-Step Breakdown
Most contact center leaders have a general idea of what real-time agent assist does: it helps agents during calls. But "helps" covers a lot of ground. The more precise question is: how do agent assist tools work at the mechanics level to improve agent performance and...
Agentic AI vs AI Agents: 5 CX Mistakes to Avoid
When it comes to comparing agentic AI vs AI agents, the main distinction to keep in mind is the scope: agentic AI is a systematic approach to tasks, while AI agents are single, independent software tools usually designed to do a particular task. However, many people...
Self-Service Knowledge Base: Benefits for Contact Centers
A self-service knowledge base (KB) is key to an efficient contact center as it helps deflect routine customer inquiries, slash wait times, and provide a convenient way for people to find information and solve issues on their own. With as many as 67% of customers going...
Top 7 Agentic AI Companies for Contact Centers in 2026
Agentic AI companies are designed to make customer service as seamless as possible through effective automation. They offer features like agent assist for your team, convenient 24/7 self-service for your customers, and valuable insights and reduced operational costs...
Capacity vs. Alternatives: Customer Service Software Comparison (2026)
Curious how Capacity stacks up against alternatives like Sierra AI, Glean or Zendesk? If you're actively evaluating customer service or contact center AI platforms, you know the market is a lot to sort through. Read this customer service software comparison to learn...
Outbound Call Center Solutions: Top 10 Tools for 2026
Outbound call center solutions like Capacity, Dialpad, Aircall, and other AI-powered platforms enable your call center to reach out to customers proactively, generate more revenue, and drive savings. Most contact centers are overwhelmed with inbound inquiries...
Outbound Call Center Best Practices & 8 Use Cases to Try
An outbound call center goes beyond the typical inbound inquiries and proactively engages customers with personalized offers, appointment reminders, alerts, and other outreach campaigns. Call centers that want not only to deflect routine questions, but also to reach...
How to Implement AI Agents in a Contact Center: Step-by-Step Guide (2026)
Most contact center AI agent deployments that underperform have one thing in common: they were treated as technology projects rather than operational frameworks. This guide is designed to help CX leaders understand how to implement AI agents in a contact center in 6...