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Bridging the Hybrid and Remote Work Divide

May 30, 2023

The answer to a successful strategy isn’t forcing people back to the office, it’s ensuring the ability to engage regardless of location.

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Digital Workplace

No Jitter Roll: Creston Unveils Products for Hybrid Work; Ribbon Integrates with Zoom Phone

Matthew Vartabedian

May 26, 2023

In the news this week: Creston unveils new products to improve hybrid collaboration, while Q-SYS brings its audio/video/control expertise to Lenovo’s...

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AI & Automation

Generative AI in the Contact Center: Today and Tomorrow

Eric Krapf

May 26, 2023

Generative AI is useful as an agent assistant, but could agent replacement be too tempting to resist?

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AI & Automation

Conversations in Collaboration: Cisco Webex’s Lorrissa Horton on AI and Data Security

Matthew Vartabedian

May 25, 2023

The Cisco Webex SVP talked about the difference between client-/device-side AI versus the generative AI models drawing so much recent attention. She...

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Digital Workplace

Hotdesking is Critical for Hybrid Office Success

Dave Michels

May 24, 2023

Hotdesking has become the champion growth technology for enabling hybrid work.

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Conceptual illustration of AI for social networking

AI & Automation

Are We Moving Too Fast with AI?

Jon Arnold

May 23, 2023

A sneak peek at some key themes that emerged from a joint RingCentral/Ipsos survey of full-time workers around the world who were asked about their...

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AI & Automation

No Jitter Roll: Genesys Expands into the EX space while Webex and Voiceitt Make Video Meetings More Accessible for People with Disabilities

Matthew Vartabedian

May 19, 2023

In the news this week: Genesys expands into the employee experience (EX) space while Webex and Voiceitt partner to make video meetings more...

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AI & Speech Technologies

Zoom Partners with Anthropic to Add Virtual Agent Capabilities to Its Contact Center Platform

Zeus Kerravala

May 19, 2023

By integrating Anthropic's Claude into its platform, Zoom plans to boost contact center efficiency and AI integration in the contact center.

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Future of Work

Maybe There Won’t Be a Resolution to Hybrid Work

Eric Krapf

May 19, 2023

The U.S., at least, seems to be in the middle of a transition in our approach to work, at least for the “knowledge worker” segment.

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Digital Transformation

Six Technologies to Master for the Future of Communications Technologies

Scott Murphy

May 18, 2023

Global trends are challenging IT operations and forcing businesses to simplify and accelerate operations to enable them to stay competitive. Here's...

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Analyst Insight

When It Takes Two to Tango

Tom Nolle

May 16, 2023

Making pairwise collaboration a revenue source may be the only way to drive revenue growth for collaboration vendors.

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AI & Automation

What happens when traditional chatbots meet GPT? We call it Enlighten Actions

Elizabeth Tobey | NICE

May 15, 2023

How can Enlightened Actions fundamentally change and improve interactions with unstructured data?

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Product News

No Jitter Roll: RingCentral Plans Deeper Integration With Teams

Matthew Vartabedian

May 12, 2023

Amid a Spate of AI-related Products from Zendesk, Dialpad, Salesforce and ASAPP, RingCentral announces RingCentral for Microsoft Teams 2.0, while...

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AI & Automation

Automating the Right Knowledge to Deliver Great Customer Experiences 

Brett Weigl

May 12, 2023

Delivering great service means meeting people with the right information exactly when they ask for it.

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AI & Automation

Do People Need Meetings?

Eric Krapf

May 11, 2023

The question says it all.

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AI & Automation

Do You Really Want ChatGPT Talking to Your Customers?

Michael Finneran

May 11, 2023

Generative AI promises to revolutionize the contact center industry, but is this just another attempt at avoiding the obvious: You have to pay agents...

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