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Video meeting

Video Collaboration & A/V

A Case for Investing in Native Video Systems

November 21, 2019

Many people mistakenly see video interoperability as the all-encompassing solution.

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question marks

Unified Communications

Does IT Help or Hinder the UC Experience?

November 20, 2019

IT must address user needs to maximize UC benefits.

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Eric Yuan, OJ Winge at Zoomtopia

Video Collaboration & A/V

Raising the Bar in Huddle Rooms

November 20, 2019

A closer look at the technical specs of some of the most popular "huddle room" ready video collaboration bars

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Customer satisfaction emojis

Contact Center & Customer Experience

Emotional AI: Unlocking VoC with Sentiment Analysis

Jeff Gallino, CallMiner

November 19, 2019

Discover why actionable insights on customers’ emotions and sentiment are essential for customer experience success.

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Contact center voice

Contact Center & Customer Experience

Dreamforce 2019: CRM/CCaaS Line to Disappear?

Sheila McGee-Smith

November 19, 2019

Salesforce announces Service Cloud Voice, highlighting Amazon Connect.

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Long journey

Contact Center & Customer Experience

2019, the Year CX Became More Tangible?

Nicolas De Kouchkovsky

November 19, 2019

The long-touted opportunity for customer service to evolve from being a cost center to become more strategic may very well be upon us.

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Passing an interaction from an intelligent virtual agent to a live agent

Contact Center & Customer Experience

Decoding Dialogflow: Routing to a Human, Testing, Going Live

November 18, 2019

The tenth in a multi-article series focusing on building intelligent bots using Google Dialogflow and Contact Center AI

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Puzzle piece bridging the gap

Contact Center & Customer Experience

Enterprises Must Close Growing Customer Expectation Gap

November 18, 2019

Market leaders need a new set of integrated value disciplines that reflects the art of the technologically possible

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Embedding Security Into Customer Interaction Applications

Sorell Slaymaker

November 18, 2019

Most enterprises focus on securing their transactions, not their interactions.

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Global network

Silver Peak Beefs Up SD-WAN Connectivity to Microsoft Cloud

November 15, 2019

Offers integration that automates flow into Office 365, Azure Virtual WAN using first-packet detection.

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Google CCAI reference architecture

Contact Center & Customer Experience

Are You Ready? Google Contact Center AI Is Here!

Sheila McGee-Smith

November 15, 2019

Google’s head of conversational AI gives me the lowdown on announcement highlights

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Satellite

Enterprise Networking

Look to the Sky for UC Backup

November 15, 2019

Four reasons to consider including satellite communications in your disaster preparedness plan

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Team Collaboration Tools & Workspaces

No Jitter Roll: Five for Friday

November 15, 2019

A look at the latest news coming from 8x8, Talkdesk, Kofax, Avaya, and Poly.

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Team Collaboration Tools & Workspaces

Cisco Brings Innovation to Rooms, Desks With Latest Devices

November 14, 2019

It's a phone; it's a video solution – wait no, it's Cisco's new Desk Pro!

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Info security

How to Ensure Your Collaboration Apps Are Secure

November 14, 2019

Three insights to address the growing security challenge while allowing balance between the business’s collaboration needs and IT concerns

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