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Zoom

AI & Automation

No Jitter Roll: Zoom Launches Workforce Engagement Management Suite, Amazon and Anthropic Collaborate on Generative AI, IntelePeer Launches SmartOffice, and Ooma Partners with TouchTone for POTS Replacement

Matthew Vartabedian

September 29, 2023

Contact centers and AI led the news this week: Zoom launches its Workforce Engagement Management suite, Amazon and Anthropic collaborate on making generative AI available, IntelePeer launches...

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AI & Automation

Enlightening Generative AI

Dave Michels

August 29, 2023

A look where Generative AI is going beyond summarization.

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Digital Transformation

Cisco Looks to Help Close the Skills Gap in Africa by Investing in EDGE

Zeus Kerravala

August 28, 2023

The new center in Lagos, Nigera, will attempt to offset digital emigration and grow local talent by offering Cisco technology, training programs, and...

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AI & Automation

No Jitter Roll: Twilio Launched a Bevy of CustomerAI Products, Emplifi Debuts Unified Analytics, Gupshup Intros Domain-specific LLMs, VMware and NVIDIA Partner to Provide Gen AI Platform

Matthew Vartabedian

August 25, 2023

In the news this week: Twilio launched multiple CustomerAI products across its portfolio, Emplifi announced Unified Analytics component which...

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Employee Experience

Will the Hybrid Work Wars Wind Down?

Eric Krapf

August 25, 2023

Some researchers see the hybrid work battle as stabilized, but what are we seeing in practice?

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Contact Center & Customer Experience

JetBlue Travel Products Modernizing its Call Center with Twilio Products

Matthew Vartabedian

August 24, 2023

When JetBlue Travel Products started out the company said it didn’t really need a contact center, but now it has around 40 to 50 “helpful humans” who...

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CPaaS

How AI Can Transform CX in Vertical Industry Use Cases

Zeus Kerravala

August 23, 2023

Avaya recently hosted a webinar showcasing capabilities for the banking and travel sectors. Here are some of the key takeaways.

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Best Practices

Before Embarking on an AI Journey, Go Back to Basics

Elizabeth (Beth) English

August 22, 2023

As they look toward integrating artificial intelligence (AI), organizations should consider some time-tested principles of technology adoption.

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AI & Automation

Conversations in Collaboration: Genesys’ Brett Weigl on How Generative AI Can Assist Contact Centers

Matthew Vartabedian

August 22, 2023

Genesys’ SVP and GM talks about how current AI implementations and generative AI can be used to improve the customer and agent experience.

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Best Practices for Enhancing SMS Messages with AI

Lauren Cudney | Sponsored by AWS

August 21, 2023

A look at how best to enhance the customer experience through SMS messages with a focus on the role of AI and the convenience offered by AWS and...

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AI & Automation

AI-Enabled Chatbots & Virtual Assistants Show Promise, but Have a Ways to Go

Robin Gareiss

August 21, 2023

Chatbots only resolve 16% of customer interactions, on average.

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AI & Automation

No Jitter Roll: Dialpad Launches Proprietary LLM, Otter.ai Brings Gen AI to Slack, Dstny Launches Native Teams Integration and Mutare’s Voice Traffic Filter Available in Genesys AppFoundry

Matthew Vartabedian

August 18, 2023

In the news this week: Dialpad aims to automate business communications, Slack and Otter.ai are now integrated, Dstny now lets users activate a dial...