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.
AdobeStock_162209424.jpeg Messaging Clickatell Closes Gap Between Assisted, Unassisted Chat Beth SchultzJuly 06, 2021Moves along on its mission to make chat commerce the way of the future
mast3r___Presentation1.jpg Contact Center & Customer Experience No Jitter Roll: Salesforce Voice Partnerships, Zoom Acquisition Dana CasiellesJuly 02, 2021The latest news from Avaya, Vonage, BICS, RingCentral, Zoom, Clarabridge, and Nureva
Teams_AdobeStock_359181268_Editorial_Use_Only_7121.jpeg Team Collaboration Tools & Workspaces No Jitter on Air: Talking Microsoft Teams with an MVP Ryan DailyJuly 02, 2021Keep up to date on Microsoft Teams features and get tips on leveraging the platform in our new podcast series.
AdobeStock_344193199.jpeg Enterprise Connect Best of EC Award: Adding Urgency to Innovation Eric KrapfJuly 01, 2021We’re looking for real game-changing products to honor in the 2021 Best of Enterprise Connect Award program.
AdobeStock_255484096.jpeg Contact Center & Customer Experience Frost & Sullivan Frost Radar: Genesys Is Growth & Innovation Leader July 01, 2021Analysts weigh-in: North American Enterprise Cloud Contact Center Market 2021
AdobeStock_219996280.jpeg Monitoring & Management How It Works: A Guide to Digital Experience Monitoring Terry SlatteryJuly 01, 2021Let’s examine how this technology works and explore its strengths, weaknesses, and benefits for monitoring IT systems.
Slack_Atlas.jpg Team Collaboration Tools & Workspaces Slack Says: Huddle Up, Virtually Ryan DailyJune 30, 2021Looks to replicate in-office experience with a space for audio conversations in channels, and more.
William W. Potter__AdobeStock_145967547.jpeg Contact Center & Customer Experience Tips & Tricks for Purchasing a Full UCaaS/CCaaS Solution Tim ProctorJune 30, 2021Here are a few pointers to guide you through the process; part one of a three-part series
Aliaksandr Marko__AdobeStock_409699341.jpeg Best Practices Come Together on Technology Convergence Blair PleasantJune 29, 2021To reference the Beatles, one thing I can tell you is you’ve got to integrate standalone technologies into your UCC suites and offerings.
Sorell_062921.jpg Security 5 Web Conferencing Security Best Practices Sorell SlaymakerJune 29, 2021Consider these recommendations for securing web conferences that contain highly confidential or private information.
AdobeStock_282909215.jpeg Contact Center & Customer Experience Personalized CX: Understanding the New Urgency Tim Richter, TwilioJune 29, 2021Three steps to unlock new value from more personalized interactions, and why the status quo is failing
AWS_AdobeStock_270049168_62821.jpeg Privacy & Compliance What’s AWS Conveying With Its Acquisition of Wickr? Dave MichelsJune 28, 2021As it looks to differentiate its service, AWS focuses on privacy and encryption with its latest acquisition.
Feodora_AdobeStock_302967830.jpeg Team Collaboration Tools & Workspaces Proactively Secure Your Team Collaboration Apps Irwin LazarJune 28, 2021The last several weeks have highlighted the growing importance of addressing the security of team collaboration applications.
Hurca!__AdobeStock_331974185.jpeg Enterprise Connect Why You Need to Be at Enterprise Connect 2021 Zeus KerravalaJune 28, 2021Get a handle on five key themes reshaping communications and collaboration.
AdobeStock_354603538.jpeg Contact Center & Customer Experience Modernizing for the Future of Contact Centers June 25, 2021The importance of the voice channel continues to stand above all others.