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Featured Content

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Newest Genesys Generative AI Capabilities Boost Experience Orchestration

Matthew Vartabedian

June 05, 2023

Genesys is now using generative AI to incorporate summarization capabilities into Agent Assist, part of the Genesys Cloud CX platform.

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Harnessing Communication APIs and SDKs for more Powerful Apps

Lauren Cudney | Sponsored by AWS

June 05, 2023

Amazon Web Services

How communication APIs and Client Library SDKs have revolutionized the way developers integrate communication functionalities into applications.

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Sprinklr’s Journey from Social Media Management to CCaaS Market Disruptor

Sheila McGee-Smith

June 02, 2023

Social media management company Sprinklr enters the CCaaS market.

News & Views

No Jitter Roll: Microsoft Highlights 32 New Teams Features; TCN Debuts SMS Consent Tracking; Generative AI Driving Interest, Skepticism

Matthew Vartabedian

June 02, 2023

In the news this week: Microsoft highlighted 32 new Teams features delivered during May 2023, while TCN debuted SMS consent tracking in its call/contact center platform and StoryStream published survey results detailing consumer interest in, and skepticism of, generative AI.

ChatGPT is Causing Everyone to Hallucinate.

Dave Michels

June 02, 2023

With ChatGPT, we can’t trust all of what it says, and that means we can’t really trust anything it says.

Number of the Month: 56% of Consumers Will Become Repeat Buyers after a Personalized Experience

Matthew Vartabedian

June 01, 2023

A Twilio report found increasing personalization helps transform customers into repeat buyers – but underlying that is a change in how the generations (Boomers, Xers, Millennials and Zoomers) respond to that personalization.

AI Replacing Humans? Not in these Cases

Eric Krapf

June 01, 2023

It’s not surprising that two of the first high-profile battles over AI in labor relations come from fields in which the human element is an absolutely critical part of the work.

Understanding the Role of Generative AI in Modernizing Customer Experience

Zeus Kerravala

May 31, 2023

Generative AI is impacting the role of customer service agents, challenging the belief that AI might make these roles redundant. Despite significant, recent advancements there are situations where generative AI falls short – which, paradoxically, makes customer service agents both less and more important.

Stronger Communications Start With Stronger Infrastructure

Denise Munro

May 31, 2023

Many parts of the United States still lack the advantages that high bandwidth service provides. It is time to bring these services to those parts of the country that have very slow or nonexistent internet services.

See All Webinars

Webinars

Generative AI for Your Contact Center: Unleashing Its Full Potential

May 17, 2023

Five9

As Generative AI shapes the next-gen contact centers, are you ready to unleash its potential? Join our session as we take you on a journey through the world of AI. Hear real-world examples of how leading companies are using AI at each step of the customer journey to gain a competitive advantage. You'll leave with actionable strategies to create more engaging conversations, boost efficiency, and reduce costs.