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Featured Content

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Look, it's artificial intelligence on the screen, ably assisting us

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.

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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.

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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...

News & Views

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.

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.

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.