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Contact center analytics is the systematic collection and analysis of data related to customer interactions. With this data, businesses can assess the efficiency of their contact center and determine the biggest levers they have to improve. At the core are analytics dashboards, which transform call detail records (CDRs) and data from other channels into clear
The IT market in Germany is estimated to grow by $31.1 billion USD by 2028, a new report has found. This equates to an annual growth rate of almost 4.07%, spurred on by increased adoption of IT solutions within SMEs and big data solutions within enterprises. Despite this growth, German businesses will face challenges in
Threat actors are increasingly targeting trusted business platforms such as Dropbox, SharePoint, and QuickBooks in their phishing email campaigns and leveraging legitimate domains to bypass security measures, a new report released today has found. By embedding sender addresses or payload links within legitimate domains, attackers evade traditional detection methods and deceive unsuspecting users. According to
A bill that allows artificial intelligence models to be trained on copyrighted material without the rights holders’ knowledge has been passed in the UK. This followed a months-long debate about whether it should be amended to force tech companies to disclose information about their training data. Bill was ping-ponging between the House of Lords and
This policy establishes guidelines for implementing and maintaining a successful virtualization environment in an organization. Fully Customizable — Good to use as-is or change as you see fit. Enhance Your Processes — This nine-page document explains general regulations, user responsibilities, and more. Expert Authorship — Created by Scott Matteson through 18 hours of research, writing,
Image: StackCommerce Microsoft patched 68 vulnerabilities in the June Patch Tuesday roundup. The most high-profile CVE this month is CVE-2025-33053, which had already been exploited; Check Point Research discovered it has been used by Stealth Falcon, an advanced threat actor group, which had used it to spy on a defense company in Turkey and other
Use this policy to define what systems and services to monitor, and to determine how support staff will be notified of problems. Fully Customizable — Good to use as-is or change as you see fit. Enhance Your Processes — This eight-page document outlines how these systems and services are monitored, long-term data, and more. Expert
Image: Song_about_summer/Adobe Stock A new study has found that leading AI chatbots can still be manipulated into generating harmful content, including instructions on illegal activities, despite ongoing safety improvements by tech companies. The findings raise urgent concerns about how easily these systems can be exploited and how slowly developers are responding to the risks. Researchers
Screenshot of the Dia browser. Dia, a new browser powered by artificial intelligence, has been released in beta form. Created by The Browser Company, the startup behind the innovative Arc browser, Dia is an attempt to claw back some user attention from rivals such as chatbots like ChatGPT. The idea is that AI is baked