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Zoomtopia Session Posits CCaaS and UCaaS Are Better Together

Matthew Vartabedian

October 04, 2023

To date, adopting UCaaS and CCaaS have largely been independent efforts. A session at Zoomtopia provides more evidence of the push to merge UCaaS and CCaaS.

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Mitel Enhances its Contact Center Capabilities

Blair Pleasant

October 04, 2023

It’s important to recognize that most organizations still need to focus on their core contact center solutions and functionality – and Mitel’s latest contact center iteration offers an array of...

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AI-Powered Chatbots Are Answering Citizens’ Questions – What Are the Risks?

Martha Buyer

October 04, 2023

Before communities begin relying on AI to be the first point of contact for non-emergency services, it bears asking whether that AI is really going to be serving the community.

News & Views

Zoom Presents Itself as a Comprehensive Collaboration Solution Provider

Matthew Vartabedian

October 03, 2023

From its video meeting roots, Zoom is taking big strides toward becoming an AI-powered comprehensive collaboration solution provider that can, perhaps, re-invent how work is done.

Start Thinking About the Rise of the Customer Experience Data Platform

Nicolas De Kouchkovsky

October 03, 2023

We find ourselves at a crossroads: CX software built historically around the queuing, routing, and handling of interactions will evolve to place an open data platform at its core, the better to orchestrate customer experiences across the enterprise.

Zoom Unveils Docs, Upgrades Contact Center Offerings

Zeus Kerravala

October 03, 2023

The announcements made at the company’s Zoomtopia event broaden the company’s platform for users and boost market opportunities in the call center space.

Why Don’t Enterprises Believe Telcos on Optical Networking?

Tom Nolle

October 02, 2023

According to recent research, telcos haven't given enterprise customers any reason to be optimistic about technological innovations done in a timely fashion, or competitive pricing in the market.

Generative AI Hasn’t Lived Up to Its Potential -- Yet

Dave Michels

October 02, 2023

Microsoft and Google are adding genAI tools to their office productivity suites. Whether these tools will improve productivity remains to be seen.

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 SmartOffice, and Ooma Partners with TouchTone for POTS Replacement.

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