Technology Trends

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UCaaS

SMBs Use UCaaS to Save Money and Outperform Competitors

Mike Pallagi, Vonage

June 30, 2022

Rainy day savings can help the SMB make payroll and avoid downsizing and brain drain.

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SIP/SIP Trunking

Making the Leap from PRI to SIP Trunks

Ted Mallires

June 29, 2022

Considerations and recommendations for replacing your enterprise communications system

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Employee Experience

Invest In Your Employees and They Will Invest In You

Dana Casielles

June 27, 2022

To be happy and stay at their jobs, regardless of where they work, contact center agents require higher pay, tenure, and motivation to join the...

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Contact Center & Customer Experience

Meeting the New CX Challenges for IT Buyers

Eric Krapf

June 24, 2022

More people outside of IT are now involved in the decision-making process for contact centers, but IT leadership is still key.

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User Adoption & Training

Why You Should Master the Adoption and Change Management Process

Melissa Swartz

June 23, 2022

Investing time and energy in a formal adoption and change management process can reap dividends in time and money later.

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Technology Trends

Are Our New Technologies Too Complex?

Tom Nolle

June 23, 2022

Enterprises are starting to realize that the growth in complexity can threaten the benefits of new technologies.

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Contact Center & Customer Experience

Virtual Events in VR: The Reality

Tom Brannen

June 21, 2022

An industry analyst shares his thoughts on the VR option for NICE's recent Interactions event.

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Contact Center & Customer Experience

3 Areas Where Digital Intelligence Aids Human Intelligence

Dana Casielles

June 20, 2022

Organizations can collect actionable insights from conversational AI to resolve complexity.

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Unified Communications & Collaboration

Zoom and Mio Releases Chat Interop Integration; Wrike Adds Subtask Feature

Ryan Daily

June 17, 2022

In this No Jitter Roll, we cover the latest news from Zoom, Mio, Wrike, and Bluescape and then share some recent articles from WorkSpace Connect.

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Contact Center & Customer Experience

Listen Up, CX Vendors!

Robin Gareiss

June 15, 2022

Here’s how customer experience leaders are making decisions—and what they want from you.

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Consultant Perspectives

Ethical Considerations When Deploying AI Processes

Martha Buyer

June 13, 2022

You must consider the issues of bias and outcome validity — otherwise, practical vulnerabilities lurk in the deep.

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UCaaS

The Top 3 Reasons UCaaS Migrations Go Sideways

Keith Koons, Converged Technology Professionals

June 13, 2022

Here are a few pointers to keep your cloud communications project on track for a successful migration.

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Monitoring, Management and Security

Cisco Combats Network Problems Impacting Hybrid Workers

Dana Casielles

June 08, 2022

Automated Session Testing pinpoints IT issues, while Agent View provides a side-by-side view of all metrics for an individual user. Learn how the...

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Digital Transformation

6 Reasons to Remove Old Cabling Infrastructure From Your Office Space

Jane Laino

June 06, 2022

Removing these remnants of past infrastructure can set up an organization for future success.

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Security

How Zero Trust Helps Secure Hybrid Work

Eric Krapf

June 03, 2022

Home offices have posed a security challenge for many enterprises, requiring IT professionals to rethink their overall network strategy and embrace a...

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Technology Trends