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Denise Iverson

September 17, 2020

Video has become the lifeline of business and will remain a critical enabler going forward. Plan now to prevent video bandwidth demands from taxing your network.

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Five9 Removing Barriers to Useful AI

Dave Michels

September 16, 2020

Five9 made several AI announcements this week geared at improving and expanding contact center AI implementations.

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Attention, Vigilance: Securing Your SBC the Right Way

Andrew Prokop

September 15, 2020

IT security is never a one-and-done, requiring instead a process of enhancements, refinements, and monitoring.

News & Views

No Jitter Roll: Enterprise 5G Acquisition, App Integrations

Dana Casielles

September 18, 2020

The latest scoop from Ericsson, AWS, NEC, 8x8, Talkdesk, CoreDial, and Vyopta

Minimize Human Error and Failed Networks

Gary Audin

September 18, 2020

A data network automation expert explains how intent-based networks can help prevent outages and avoid human errors.

Observe.AI Validates Contact Center AI Ambitions

Zeus Kerravala

September 17, 2020

With $54 million in additional funding, Observe.AI is now ready to develop new AI capabilities like agent assist and omnichannel support.

Cresta Cruises Into the Contact Center with Agent AI

Dana Casielles

September 17, 2020

Discover how this AI startup is guiding agents on what to say and do at each turn of a conversation.

Cloud Mapping Can Transform Your Business

Chuck Vondra

September 16, 2020

But beware of the challenges you may encounter during the migration process.

How You Can Use AI to Create Happier Customers

Larry Skowronek, NICE

September 16, 2020

Artificial intelligence empowers front-line agents in real time to understand how their behaviors influence customer satisfaction.

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Webinars

Microsoft Teams Phone System – Getting Connected with Direct Routing

September 23, 2020

Gain an understanding of Microsoft Teams Direct Routing.

Delivering on the Digital Urgency for Customer Service in the Pandemic Era and Beyond

September 9, 2020

eGain

Discover how to deliver on the digital transformation imperative for customer service and engagement, and get a demo of a next-gen customer journey.

Accelerating Actionable AI in the Contact Center

August 26, 2020

Genesys & Google Cloud

The current environment is driving accelerated rollouts of AI in contact centers, to deal with urgent new demands. And organizations are...

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August 06-December 31, 2020

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