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.
Aurielaki__AdobeStock_313453225.jpeg CCaaS Talkdesk Hits 10 Year Mark Sheila McGee-SmithApril 27, 2021CCaaS provider commemorates the occasion with product and marketing announcements.
howtogoto__AdobeStock_341198998.jpeg UCaaS UCaaS Design: 8 Tips to Make Yours Successful Dave MailerApril 27, 2021Your UCaaS may be a standardized managed service, but don’t ignore design.
Hamilton_AdobeStock_232897258_42621.jpeg Enterprise Networking Home Appliance Maker Contemporizes with Microsoft Teams Ryan DailyApril 26, 2021Hamilton Beach reimagines how distribution center and office workers collaborate and connect with each other.
AdobeStock_168111188.jpeg Future of Work The Rise or Fall of the Virtual Desktop Tom NolleApril 26, 2021With their cloud PC and anywhere workspace ideas, Microsoft and VMware are pushing us toward monumental change.
Analyst Insight No Jitter Tube: Weekly News Recap from Real-Time Recorded Dave Michels & Zeus KerravalaApril 23, 2021Leading UC industry analysts Dave Michels and Zeus Kerravala look at the news of the week from RingCentral, Zoom, and Apple.
Girts_AdobeStock_346644582.jpeg UCaaS No Jitter Roll: Zoom Enhancements, Offerings for Microsoft Teams Dana CasiellesApril 23, 2021The latest announcements from Zoom, Vonage, MetTel, Epos, and Windstream Enterprise.
AdobeStock_55069943.jpeg Contact Center & Customer Experience Tell Us: What’s in Your WFO Strategy? Megan SelvaApril 23, 2021Share insights into your workforce optimization strategy and its impact on agent experience and customer experience in this survey from our sister...
LK1_0475_1.jpg Enterprise Connect See You in September Eric KrapfApril 23, 2021In a step toward making our return to in-person events, this week we opened registration for Enterprise Connect 2021, Sept. 27-29, in Orlando, Fla.
AdobeStock_108111900 (1).jpeg Enterprise Networking Evolving Your Network for Hybrid Work Irwin LazarApril 22, 2021WFH and video require a revisiting of network architectures and security plans.
AdobeStock_307953189.jpeg Contact Center & Customer Experience 5 Questions to Ask About Your Next Contact Center Peter Hill, AWSApril 22, 2021If you’re a contact center manager thinking about making the move from an on-premises solution to a cloud-based one, here are five things you must...
Ring_AdobeStock_367641389_42121.jpeg Vendor News RingCentral Adds AI Features to Video, Enhances Messaging Ryan DailyApril 21, 2021RingCentral adds overlays and backgrounds to its videoconferencing tool, while providing more data and admin controls for its team messaging app.
AdobeStock_153510811.jpeg Customer Experience Salesforce Reimagines Service Cloud for Voice, WEM Sheila McGee-SmithApril 21, 2021Updates are part of plan to transform customer service from anywhere.
Pixel-Shot__AdobeStock_209047375.jpeg User Adoption & Training No Formal ‘Go Live?’ Defining a Project’s End Can Be Tough Melissa SwartzApril 21, 2021Sharing lessons learned from a Microsoft Teams telephony migration that took place while no one was in the office.
Presentation1.jpg UCaaS Avaya Cloud Office Gains Features Dana CasiellesApril 20, 2021Step upgrades aim to ease transition from on-prem systems to the cloud, reduce complexity.
Chaay_tee__AdobeStock_248329823.jpeg Contact Center & Customer Experience Creating a Cohesive Enterprise CX: Barriers and Solutions Blair PleasantApril 20, 2021To integrate various channels, workflows, and applications, enterprise-wide CX necessitates the use of converged UC and contact center tools.