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.
Bojan__AdobeStock_306642699.jpeg Contact Center & Customer Experience Customer Demand Isn’t Declining: Here’s How to Keep Up Cheryl HelmMay 27, 2021Customer service reps are our most expensive and most valuable resource, and we must use their skills wisely and efficiently.
AdobeStock_197186656.jpeg UCaaS Understanding Operator Connect for Microsoft Teams Gary ForrestMay 27, 2021If you placed Microsoft’s Teams Calling options on a sliding scale, then this newest option would sit in the middle. Here’s why.
Zoom_AdobeStock_335035584_Editorial_Use_Only.jpeg Video Collaboration & A/V Zoom Boosts Meeting, Phone Options Ryan DailyMay 27, 2021Updates include new options for managing virtual backgrounds and a new privacy feature that’ll notify users when personal information is being shared.
the8monkey.jpg UCaaS Omdia UCaaS Scorecard: Microsoft, Zoom, Cisco Shake It Up Dana CasiellesMay 26, 2021For the first time, these three each earned a coveted spot in this report thanks to strong growth in UCaaS seats propelled by the pandemic.
05262021 Mitel-Five9.jpg Vendor Strategy CCaaS & UCaaS Integration: Mitel, Five9 Team Up Sheila McGee-SmithMay 26, 2021This strategic partnership brings new competition to single platform UCaaS and CCaaS vendors.
Red Box_AI use-cases 774x516 Rescaled.png AI & Speech Technologies Conversational Data: Real-Time Routing Is Table Stakes Richard Stevenson, Red BoxMay 26, 2021To get the most out of data, organizations need the ability to capture and leverage data from every conversation taking place, and not just within...
Andrey Popov___AdobeStock_157893086.jpeg Vendor News 4 Key Themes & Takeaways from a Quartet of Vendor Events Blair PleasantMay 25, 2021A look at updates shared during analyst briefings from Zoom, 8x8, Zendesk, and Verint.
Tom_AdobeStock_189967380.jpeg Team Collaboration Tools & Workspaces Reimagining One-to-One Collaboration for Hybrid World Tom NolleMay 25, 2021With many users experiencing frustrations meeting in one-on-one settings, is it time for enterprises to reinvent their visual collaboration tools,...
AdobeStock_285135945.jpeg Team Collaboration Tools & Workspaces Embracing Cross-Company Collaboration Irwin LazarMay 24, 2021Get ahead with a proactive strategy that maximizes cross-company team performance while minimizing risk.
Genesys_SP-GettyImages-1150294025.jpg Customer Experience 3 Ways Customer Service Helps People Seek Connections Tricia Reynolds, GenesysMay 24, 2021The need for human connection is everywhere, as consumers seek relief from the anxiety and challenge of the pandemic.
Omdia_Red Box.jpg Analytics On the Radar: Conversa by Red Box May 21, 2021Capturing voice and media across the enterprise
skypicsstudio__AdobeStock_255077630.jpeg Video Collaboration & A/V No Jitter Roll: Whiteboard Collaboration, Voice Integration Dana CasiellesMay 21, 2021The latest news from Logitech, Dialpad, Intercom, Microsoft, BlueJeans by Verizon, and Vimeo.
GDPR_AdobeStock_268784267_52021.jpeg Regulation What European Data Law Changes Mean for Your Enterprise Martha BuyerMay 21, 2021Following EU regulation changes, enterprise organizations are left without a paddle on how best to manage personal data.
AdobeStock_327783133.jpeg CCaaS Tales of the Contact Center Eric KrapfMay 21, 2021Real-world stories flesh out the trends much talked about among industry watchers and analysts.
Google_AdobeStock_406361273_Editorial_Use_Only_52021.jpeg Video Collaboration & A/V Google Shares Its Vision for Future of Collaboration Ryan DailyMay 20, 2021Whether via augmented reality/virtual reality-outfitted rooms or within a document, video meetings will be everywhere.