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Someone using a Zoom app

Team Collaboration Tools & Workspaces

Zoom Shares Latest Platform Updates at Enterprise Connect 2022

March 23, 2022

During his Enterprise Connect keynote, Gary Sorrentino, global deputy CIO for Zoom, highlighted latest updates across the company's portfolio of...

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Contact Center & Customer Experience

4 Workforce Management Disciplines Explained at Enterprise Connect 2022

March 23, 2022

A workforce management expert explains how businesses can improve customer and agent experiences by implementing a holistic WFM strategy.

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CCaaS Embraces Video Channels for Better Customer Interactions

March 23, 2022

Video is already normalized among the user base and has business benefits in customer service.

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Pasquale DeMaio at Enterprise Connect

Contact Center & Customer Experience

AWS Adds ML-Powered Workforce Optimization to Amazon Connect

Sheila McGee-Smith

March 22, 2022

Built-in forecasting, capacity planning, and scheduling features are in preview, with GA later in 2022.

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Enterprise Connect presentation

Contact Center & Customer Experience

4 Ways to Get Contact Center Capabilities into Microsoft Teams

March 22, 2022

Microsoft MVP Randy Chapman shared the pros and cons for four pathways to getting your contact center into your Teams environment at Enterprise...

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Enterprise Connect

Best of EC 2022: Ujet Takes Home the Gold

March 22, 2022

Enterprise Connect announced the winners for the 2022 Best of Enterprise Connect Awards.

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Digital Transformation

Remove Network Bottlenecks for Productive Hybrid Work Experiences

Jean-François Piot, Martello

March 22, 2022

Martello Vantage DX helps its users achieve a better, happier, and more productive hybrid workforce.

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Enterprise Connect

Cisco Primes Webex For The Challenges Of Hybrid Work

March 22, 2022

Cisco highlighted the challenges hybrid work brings, then provided solutions to those problems.

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Innovation Showcase at Enterprise Connect

Enterprise Connect

Customer Engagement Dominates EC 2022 Innovation Showcase

March 22, 2022

In this Shark Tank-style session, six curated companies present their cutting-edge solutions to judges, aiming to improve and differentiate the...

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Enterprise Connect

Getting More Out of Microsoft Teams: User Training Remains Key

March 21, 2022

User adoption and training remain crucial to using all the capabilities Microsoft Teams provides, as consultant Kevin Kieller shared at Enterprise...

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A contact center agent working

Contact Center & Customer Experience

Google Evolves Its CCAI Services to a Full CCAI Platform

Sheila McGee-Smith

March 21, 2022

The expanded Contact Center AI (CCAI) is now a full end-to-end platform designed to help companies reimagine customer experiences.

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A contact center graphic

Contact Center & Customer Experience

Dialpad Extends Contact Center Capabilities

March 21, 2022

The relaunched Dialpad AI Contact Center service will include two new products for customer engagement and self-service.

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Enterprise Connect

The Private 5G Battle Roars Into EC 2022

Michael Finneran

March 18, 2022

The battle lines for private 5G are being drawn, and the big decision may be between a private network and private network as a service (NaaS).

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Enterprise Connect

Keeping an Eye on the End User

March 18, 2022

Enterprises are facing strategic and ethical questions abound as more head back into the office.

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Customer Experience

Death to Third-Party Cookies Indicates the Rise of CDPs

March 18, 2022

As third-party cookies crumble, Twilio VP of Marketing explains why the time is now to develop a customer data strategy.

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