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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

Data Integration: A High Priority for Enterprises, With Plans for Progress

Eric Krapf

July 21, 2023

The promise of data integration and hype over AI may outpace reality, but there has been genuine progress and recognition that investments in these...

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Meetings

How T-Mobile Moved Thousands of Conference Rooms to Cisco Webex During a Pandemic

Lisa Schmeiser

July 20, 2023

After looking at the impact that poor videoconferencing set-ups were having on company operations, the company found a way to save money and refine...

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CPaaS

Vonage Protection Suite Offers Counter-Fraud as a Service

Dave Michels

July 19, 2023

Vonage's approach to fraud protection ties monitoring, alerting, and automated controls to SMS and voice traffic while expanding its two-factor and...

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Future of Work

Return to Office: If You Build It, They Will Come

Matthew Vartabedian

July 18, 2023

Employees are returning to work, but maybe not for the reasons you might think – and that may require rethinking design decisions.

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Google headquarters in Mountain View, California

AI & Automation

Conversations in Collaboration: Google’s Behshad Behzadi Talks Responsible AI

Matthew Vartabedian

July 17, 2023

The Google VP talked about three categories of generative AI use cases, the importance of ensuring the AI is safe, responsible and respects business...

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AI & Automation

No Jitter Roll: Microsoft Teams Phone Silences Background Noise While CallTower and Solgari Announce CCaaS/Microsoft Teams Integration; Mindbreeze Launches Generative AI-focused Security Solution

Matthew Vartabedian

July 14, 2023

In the news this week: Mindbreeze launches security solution for Generative AI, Emplifi introduces new CX-focused features, CallTower and Solgari...

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Picture of video call about some colleagues in officer, others remote

Employee Experience

Driving Multi-Generational Hybrid Work

Eric Krapf

July 13, 2023

Hybrid work is likely here for the long haul, so let's focus on making it work for us.

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A mainstage panel at Customer Contact Week 2023

Relive the excitement of Customer Contact Week with AWS and CX leaders

Neil Krefsky

July 11, 2023

Customer Contact Week brought together thousands of CX leaders come from across the world to hear about the latest contact center stories and...

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Security

Security Concerns Penetrating Enterprise Communications

Dave Michels

July 11, 2023

As cloud services mature, the differences between enterprise communications providers are less about features and speeds, and more about the...

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Consultant Perspectives

Increase the Likelihood of Accurate Telcom Billing by Improving Your Order Process

Jane Laino

July 11, 2023

What goes wrong with the billing often starts with an order process that is not well-organized. Here's what you can do to reduce the chaos.

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Technology Trends

As Communications Preferences Shift, So Must the Strategic Choices Communication Pros Make

Darin Ward

July 07, 2023

As telephones decline as the primary means of corporate communications, IT pros must determine which communication tools will boost productivity and...

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AI & Automation

No Jitter Roll: Salesforce Rolls AI into Sales Cloud and Service Cloud, Vonage Adds Omnichannel CX to its Portfolio, NEC Makes Its Own LLM Available

Matthew Vartabedian

July 07, 2023

In the news this week: Salesforce rolls Einstein GPT into its Sales Cloud and Service Cloud products, while Vonage adds omnichannel CX capabilities...

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AI & Automation

Time to Give Up on Chatbots?

Eric Krapf

July 06, 2023

What are chatbots good for? Some things, maybe. If you can convince people to use them.

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AI & Speech Technologies

Managing AI Tools Requires More Data Transparency

Melissa Swartz

July 03, 2023

When deploying products and services with AI embedded into them, organizations must be sure that they can avoid unintended consequences from biased...

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AI & Automation

Number of the Month: 59% of Gen Z Tolerates Negative Customer Service – while only 32% of Boomers Will

Matthew Vartabedian

June 30, 2023

A Coveo report found that the customers who are most forgiving of negative digital customer service experiences are the youngest ones, with each...

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