Posts

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Virtual Agents Offer Contact Center Relief – But Come With Pitfalls

November 08, 2024

Cisco’s Jay Patel explains how customers want to interact with virtual agents, the risks of customer frustration, and the ethics of disclosing whether or not a customer is talking to virtual agents.

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Contact Center & Customer Experience

No Jitter Roll: 8x8 Announces New Capabilities, NICE launches CXone Mpower SmartSpeaker, and Pindrop and Five9 integrate

Hannah Warfel

November 08, 2024

Also, Aera Technology introduces new capabilities, AppOmni and Cusco partner, EchoMark and Microsoft Purview integrate, and Sennheiser collaborates...

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Team Collaboration Tools & Workspaces

Connected Workspace Apps: One’s Enough

Beth Schultz

November 06, 2024

Driven by the need to gain control and optimize costs, many companies are looking to standardize on a single connected workspace app for...

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Vendor Perspective

Three Essential Steps to Preserve Business Resilience in Extreme Weather Events

Michael Flannery, Windstream Enterprise

November 06, 2024

It’s only a matter of time before a storm tests your organization’s communications infrastructure. Here’s how to stay connected.

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AI & Automation

How AI Will Impact Platform Decisions

Irwin Lazar

November 05, 2024

IT and business leaders should consider how they will roll out AI in the future, how they will integrate collaborative data sources, and what...

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WorkSpace Connect

How to Get People Back in the Office? Ask Them What It Takes.

Kevin Kieller

Anna Kieller

November 04, 2024

The right work model is one where there is a balance between business needs and employee needs; there needs to be shared value for all stakeholders...

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Customer Experience

Zingly’s AI for Financial Services Delivers Efficiency and Growth

Zeus Kerravala

November 01, 2024

The new suite underscores AI’s increasing role in delivering personalized customer experiences while ensuring compliance with industry regulations.

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AI & Automation

No Jitter Roll: RingCentral Bundles AI Assistant, Moveworks Launches Agentic AI Search, Calabrio Debuts AI Quality Management Solutions

Matt Vartabedian

November 01, 2024

RingEX now includes AI Assistant at no additional cost, Moveworks launches Agentic AI-powered enterprise search, Calabrio debuts two AI solutions for...

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WorkSpace Connect

Want to Figure Out the Best Office Policy? Try an A/B Test

Lisa Schmeiser

October 30, 2024

Don't impose onsite, hybrid or remote workplace policies based on personal preference. Find a way to collect data to inform your choices.

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CCaaS

NICE Analyst Summit: Customer Panel Shares Projects, Progress

Sheila McGee-Smith

October 30, 2024

The event gave analysts an opportunity to talk to customers and see how AI, automation and knowledge management are improving their businesses.

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Cathedral termite mounds (Nasutitermes triodae)

CCaaS

NICE Analyst Summit Takeaways: Windmills, Profitability Rules, Termites and Workflows

Jon Arnold

October 29, 2024

NICE has evolved as an organization -- led by a CEO who, rather than asking “What’s the next big thing?” asked, “How fast is it coming?” -- and...

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Team Collaboration Tools & Workspaces

Operator Connect for Teams: Overwhelming Options for Users

Kevin Kieller

October 28, 2024

While the proliferation of Operator Connect options initially was a positive, the current overwhelming number of options, and the complexity of...

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AI & Speech Technologies

How AI Agents Are Impacting the Future of Employee Retention and Lead Generation

Daniel Foppen, VP Product & Product Marketing at Convoso

October 28, 2024

Implementing AI agents rapidly transforms the contact center industry, bringing improved benefits and productivity for employee retention and lead...

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Contact Center & Customer Experience

IPO Watch: How Genesys and NICE are Shaping the AI-Powered Future of CX

Rob Hilsen

October 28, 2024

As both Genesys and NICE push the boundaries of AI, automation, and journey orchestration, their technology feature sets and workflows are reshaping...