CX_AdobeStock_350286710_102121.jpeg Image: Looker_Studio - stock.adobe.com Contact Center & Customer Experience Do We Still Need Human Customer Agents? Yes. Eric KrapfMay 03, 2024Sometimes you need to reason with a vendor’s representative – and AIs don’t do reasoning.
Five9_AdobeStock_324420888_71921.jpeg Contact Center & Customer Experience Five9 and Zoom: Two Powerhouses Take on UCaaS + CCaaS Sheila McGee-SmithJuly 19, 2021While not the first deal of its kind, Zoom and Five9 might be the first compelling story of bringing together UCaaS and CCaaS.
AdobeStock_413776444.jpeg Industry News Business Success Metrics Underscore Value of Zoom’s Five9 Buy Robin GareissJuly 19, 2021Video for CX may be the most important result of this pending deal. Here’s why, based on Metrigy customer research.
Zoom_AdobeStock_198544406_71921.jpeg Contact Center & Customer Experience Zoom Steps Into CCaaS, Set to Acquire Five9 Zeus KerravalaJuly 19, 2021Zoom's latest acquisition hammer homes the coming together of UCaaS and CCaaS.
alexlmx__AdobeStock_216033363.jpeg Best Practices Don’t Venture Into VoIP Alone Mike SmithJuly 19, 2021Hiring an independent consultant is a good idea if you're planning a VoIP project.
Visual Generation__AdobeStock_265050605.jpeg CCaaS Five9 Brushes Up on AI in CCaaS Platform Dana CasiellesJuly 16, 2021Updates center on IVA development and apps, plus integration of real-time voice features.
AVOCOR PUBLISH.jpg Team Collaboration No Jitter Roll: Collaboration Devices, 5G Business Internet Dana CasiellesJuly 16, 2021The latest news from Avocor, ClearOne, Verizon Business, NICE, Spearline, and Nextiva
AI_AdobeStock_279325673_71521.jpeg Contact Center & Customer Experience Uniphore Boosts Deep Learning AI for Agent Assistance Ryan DailyJuly 15, 2021Deep learning AI models will provide more accurate call summaries and AI-based after-call work guidance.
AdobeStock_271767386.jpeg Digital Transformation Creating Seamless, Personalized Digital Experiences Eric KrapfJuly 15, 2021Whether for customers, employees, or both, this, ultimately, is what you’ll hear about from EC21 keynoters from AWS, Cisco, Microsoft, RingCentral,...
©Sergey Nivens - stock.adobe_.com___Presentation1.jpg Best Practices Best Practices for Purchasing a Full UCaaS/CCaaS Solution Tim ProctorJuly 15, 2021In the final installment of this three-part series, we address solution acquisition and vendor evaluation.
Microsoft_AdobeStock_345696803_Editorial_Use_Only_71421.jpeg Team Collaboration Tools & Workspaces Microsoft Showcases Teams, Viva Integrations Ryan DailyJuly 14, 2021News coming out of Inspire partner event includes updates for Dynamics 365-Teams integration, expanded Viva ecosystem — plus Windows in the cloud.
AdobeStock_213584553.jpeg Contact Center & Customer Experience AWS Contact Center Day: Customers Swap Stories Sheila McGee-SmithJuly 14, 2021A look at how two organizations tapped Amazon Connect to improve customer experiences
AdobeStock_342584987.jpeg APIs & Embedded Communications Now Streaming Live, with Twilio Beth SchultzJuly 14, 2021API platform provider introduces a platform for developing customized interactive audio and video live streaming engagements for customers and...
deagreez__AdobeStock_384983028.jpeg Best Practices 5 Best Practices for Planning a Phone System Conversion Melissa SwartzJuly 14, 2021These factors often surprise IT staff when changing to a new voice technology.
AdobeStock_401933571.jpeg UCaaS Dialpad Closes Meetings Gap Dave MichelsJuly 13, 2021UCaaS provider parlays video elements from Highfive acquisition plus voice smarts to push ahead on meetings, adds informal collaboration tool, and...
Destina.jpg Digital Workplace Hybrid Work: Trust Holds Key to Productivity Jon ArnoldJuly 13, 2021Technology alone will not solve the challenges of having a flexible workforce model, as UCaaS provider Fuze finds in a global study.