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No Jitter Roll: Zoom Launches Workforce Engagement Management Suite, Amazon and Anthropic Collaborate on Generative AI, IntelePeer Launches SmartOffice, and Ooma Partners with TouchTone for POTS Replacement

Matthew Vartabedian

September 29, 2023

Contact centers and AI led the news this week: Zoom launches its Workforce Engagement Management suite, Amazon and Anthropic collaborate on making generative AI available, IntelePeer launches...

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Enterprise IT Employees’ Priorities Are Shifting

Eric Krapf

September 29, 2023

Enterprise IT/communications/CX now consider business alignment to be the most important skill, and when it comes to their own view of the job, work-life balance is what takes priority.

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How Artificial Intelligence Will Change Unified Communications

Kevin Kieller

September 28, 2023

AI-powered assistants allowing us to specify what we want to accomplish elevates many collaboration tasks from pushing buttons to driving business outcomes.

News & Views

Number of the Month: 70% of contact center managers believe AI will mean there will be more agents in the next 10 years

Matthew Vartabedian

September 28, 2023

A Calabrio report found that AI may mean more contact center agents in the next 10 years – but maybe those agent roles aren’t exactly the same as they are now.

Now Is the Time for CPaaS to Shine

Tom Brannen

September 28, 2023

Communication Platforms as a Service can make things easier for enterprises by automating applications that integrate communications functions with business processes.

How Traeger Grills Improved Customer Experience Through Cloud-Based Contact Centers

Matthew Vartabedian

September 27, 2023

Well-known to outdoor cooking enthusiasts, Traeger Grills has transformed its customer experience by improving first call resolution and moving to Amazon Connect.

Generative AI Has Arrived – Here’s How to Assess Where It Fits In Your Enterprise

Irwin Lazar

September 26, 2023

Generative AI is moving from concept to reality. A proactive approach is required to ensure success.

No Jitter Roll: ServiceNow Embeds Generative AI, Microsoft Says Copilot Takes Off Soon, NICE Adds New Features to CXone, Cresta Provides Gen AI Path for On-Prem Contact Centers

Matthew Vartabedian

September 22, 2023

AI led this week’s news: ServiceNow embeds generative AI across its platform, Microsoft sets a release calendar for Copilot, NICE adds AI-powered features to CXone, Cresta provides a path to using generative AI in on-prem contact centers, Creston debuts new hotdesking hardware.