AI_2CND889_71922.jpg Image: Pitinan Piyavatin - Alamy Stock Photo AI & Automation Where Does AI Go From Here? Irwin LazarApril 23, 2024The AI hype must translate into demonstrable business benefits.
Collab_AdobeStock_389375379_62221.jpeg Employee Experience Empowering the Collaboration Usage Profile Marty ParkerJune 22, 2021In the fifth article in a multi-part series, we examine the collaboration usage profile and discover ways to optimize communications for these users.
AdobeStock_388028177.jpeg AI & Automation Verint Adds AI-Powered Interviewing to WFM Sheila McGee-SmithJune 22, 2021Acquires technology assets of HireIQ, pioneer in contact center hiring automation.
AdobeStock_241442994.jpeg Customer Experience 5 Trends Driving the Essentials for Modern CX Ginger Conlon, GenesysJune 22, 2021Hard as we try, no one can predict the future, but if you heed this advice, you’ll be ready for it.
AdobeStock_436616443.jpeg Unified Communications & Collaboration Need New UC&C Equipment? Not So Fast Karen D. SchwartzJune 21, 2021As the global chip shortage continues, enterprises may have to adjust their deployment schedules, consider other tactics, and revisit future...
Salesforce_wellbeing-workspace-announcement_61721.png Vendor News Employee Wellbeing & Support, the Salesforce Way Ryan DailyJune 21, 2021Expands Work.com platform to give employees access to greater array of tools, resources, services to stay healthy, engaged, and productive
AdobeStock_70573555_DC.jpeg Cloud Communications What Fastly Tells Us About Cloud-Native Tom NolleJune 21, 2021A "cloud-native" design should be designed for the new world of cloud, not the old data center.
Cloud_AdobeStock_85721362 (1)_61821.jpeg Team Collaboration Tools & Workspaces No Jitter Roll: Teams Voice Services, Contact Center Offerings Ryan DailyJune 18, 2021A look at the latest news from Dialpad, IntelePeer, Google, Talkdesk, NICE, Fuze, and Verint.
Teams_AdobeStock_409870674_Editorial_Use_Only_61721.jpeg Team Collaboration Tools & Workspaces Microsoft Adds Hybrid-Inspired Rooms, Viva Features Ryan DailyJune 17, 2021More video layout options are coming to Teams Rooms systems, while Viva updates address after-hour notifications.
NicoleHarryAnand.jpg Enterprise Connect EC Keynoters Announced: Platform Perspective on Tap Eric KrapfJune 17, 2021Microsoft, Zoom, and RingCentral will share their visions for the future of collaboration, and more, as part of the Enterprise Connect 2021 keynote...
Visual Generation.jpeg Contact Center & Customer Experience Calabrio: Bring on the Data Dana CasiellesJune 17, 2021Whether to assess agent performance or to deliver business intelligence, Calabrio touts the value of tapping into customer interaction data.
AdobeStock_227311493.jpeg CCaaS Public Sector Dials In to Benefits of Cloud Contact Center Sheila Smith, AWSJune 17, 2021A look at how four organizations tapped Amazon Connect for rapid expansion of customer service capabilities during a time of crisis
AdobeStock_330021762-.jpeg Customer Experience A Practical Guide to Mastering Bots June 16, 2021Put bots at the center of your customer experience strategy — and see how much time you save.
MessagingApps_AdobeStock_276927567_denisismagilov.jpeg Customer Experience A Practical Guide to Mastering Messaging Apps June 16, 2021Build your digital presence on the apps your target audiences use most — and make it easy for them to connect.
AdobeStock_241889131.jpeg Customer Experience Closing the CX & IT Gap: Creative Thinking Required Mila D'AntonioJune 16, 2021This challenge calls for new approaches to departmental structure, business models, and existing processes. Here are three examples.
FiveSteps_AdobeStock_226352834_Tartila.jpeg Customer Experience eBook: Five Steps to Master Digital Customer Engagement June 16, 2021Web chat, messaging apps, and chatbots hold tremendous potential for engagement. This ebook lays out 5 steps for digital engagement.