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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

Generative AI Already Embedded in Contact Centers

Robin Gareiss

August 14, 2023

But trust concerns of the technology behind it is widespread.

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A graphic showing business communications

Team Collaboration Tools & Workspaces

No Jitter Roll: Slack Redesigns, SIPPIO brings PSTN calling to Microsoft Teams and Streem Delivers Remote Video Support

Matthew Vartabedian

August 11, 2023

In the news this week: Slack launches a redesign focused around productivity improvements, SIPPIO bolsters ability to bring PSTN to Microsoft Teams,...

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Future of Work

Zoom Makes a Call, But What Does It Mean?

Eric Krapf

August 11, 2023

It may lead to easy jokes, but Zoom's call for its staff to return to in-person work makes sense for them. It doesn't mean remote work or hybrid work...

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CCaaS

RingCentral Announces RingCX, its New CCaaS Offering

Dave Michels

August 10, 2023

RingCentral’s new RingCX solution is intended to expand its reach with a CCaaS aimed at addressing simpler use cases.

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AI & Automation

Zoom’s AI Approach: Leading with Openness and Accountability

Prachi Nema

August 10, 2023

No UC&C vendor can guarantee a top-notch AI toolkit without refining their algorithms using extensive customer datasets. The key is communicating...

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Employee Experience

Transparency in Action: Q&A with Zoom Leadership on CX and EX Solutions

Sheila McGee-Smith

August 10, 2023

An industry analyst meeting presented an opportunity for face-to-face dialogue about Zoom’s customer and employee experience solutions.

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AI & Automation

Conversations in Collaboration: Calabrio’s Joel Martins on How AI Boosts Contact Center Efficiency and Effectiveness

Matthew Vartabedian

August 09, 2023

Calabrio’s CTO talks about current AI implementations in interaction benchmarking and scheduling and provides a glimpse of how generative AI can help...

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Best Practices to Improve Contact Quality and Agent Performance

Wenyi Gu and Neil Krefsky

August 08, 2023

Elevate your customer interactions through AI/ML-powered contact center analytics and quality management with Amazon Connect Contact Lens.

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AI & Automation

RingCentral Expands RingSense Across its Portfolio

Dave Michels

August 08, 2023

RingCentral leverages AI broadly across all aspects of business communications to make interactions smarter and drive productivity improvements

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Contact Center & Customer Experience

Adding UCaaS to CCaaS Helps Eliminate Human Latency

Zeus Kerravala

August 08, 2023

8x8’s new Supervisor Workspace and the integration of UCaaS features promises improved contact center performance and customer experiences.

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The back of a server and wires in a communications closet.

Systems Management & Network Design

Telephony and Technology Documentation is Critical to Enterprise Communications

Barbara A Grothe

August 07, 2023

Knowing what's in your phone closet, knowing who's using which services, and knowing what you're paying for – all of that becomes easier when every...

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AI & Automation

Planning to Transform your Customer Experience? Here are the Numbers You Need to Know

Robin Gareiss

August 07, 2023

AI reduces need for new hires, boosts revenue, improves CSAT, and more…

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AI & Automation

Five9 Makes a Data Play, Acquires Aceyus

Sheila McGee-Smith

August 07, 2023

Data for use in AI models and customer journey orchestration are key requirements for mega contact centers.

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AI & Automation

No Jitter Roll: ASAPP Delivers Generative AI-powered Coaching, Cogito and Medallia Partner for AI-powered Coaching and Assist, and Twilio Integrates with ChatGPT-4

Matthew Vartabedian

August 04, 2023

In the news this week: ASAPP launched CoachingAI for scoring customer interactions; Cogito and Medallia blended their services; Twilio integrated...

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Unified Communications & Collaboration

Mitel's Newest MiCollab Release Goes Multi-Vendor

Zeus Kerravala

August 04, 2023

Mitel is introducing cross-launch capabilities for various meeting platforms, including Teams, Zoom, and RingCentral, allowing users to choose their...

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