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.
CC_AdobeStock_402782987_52821.jpeg Contact Center & Customer Experience Is It Time to Do Away With the Agent Title? Dave MichelsJune 01, 2021To improve customer service, we need to acknowledge that everyone (not just the contact center) is responsible for customer care.
AdobeStock_388282306_Editorial_Use_Only.jpeg UCaaS Q&A: Evaluating Telecom Options in Microsoft Teams Lauren Brockman, BandwidthJune 01, 2021From call center support to 911 call routing and more, we tackle a series of questions on Teams for calling.
AdobeStock_263635008.jpeg Cloud Communications How Will Your Enterprise Move Toward the Cloud? Eric KrapfMay 31, 2021How to figure out what the best strategy is for your migration to a heavier balance of cloud-based communications/collaboration services.
Golden Sikorka_AdobeStock_227331294.jpeg Contact Center & Customer Experience No Jitter Roll: AI Routing in the Contact Center, Voice Analytics Dana CasiellesMay 28, 2021The latest news from NICE, TCN, Versa Networks, Konftel, and IntelePeer.
Teams_AdobeStock_381144738_Editorial_Use_Only_52821.jpeg Team Collaboration Tools & Workspaces Microsoft Teams Gets More Customizable Ryan DailyMay 28, 2021Enterprise looking to customize their Teams experience will have more options, including a Together Mode scene designer tool.
05282021_Aruba_630_Series_Wi-Fi_6E_AP[1].jpg Enterprise Networking Wi-Fi 6E: Aruba Reveals First Access Point for 6-GHz Band Zeus KerravalaMay 28, 2021IoT, UC, cloud computing, telepresence, and AR/VR are among key apps that could benefit from extended wireless connectivity.
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.