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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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UCaaS

Microsoft Teams Dances into Global Wireless with Tango Networks

Dave Michels

June 20, 2023

The new solutions expand the reach of Teams to a higher percentage of an enterprise’s workforce, including frontline workers in retail, delivery,...

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CCaaS

What is Verint Open CCaaS?

Sheila McGee-Smith

June 16, 2023

The customer engagement company's new approach is aimed at changing how customers select their CX solutions.

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AI & Automation

No Jitter Roll: Salesforce Brings Generative AI to Platform, Verint launches AI, CCaaS and Enterprise Experience, Sennheiser, Jabra and Lenovo Deliver Audio/Video Bars

Matthew Vartabedian

June 16, 2023

In the news this week: Salesforce launches AI Cloud; a trio of new products from Verint ; and multiple remote-/hybrid-workforce targeted devices from...

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AI & Automation

Generative AI and Data: Critical Elements for Future CX

Eric Krapf

June 16, 2023

Generative AI is only as good as the data it draws on. How can we optimize to integrate and maintain quality data?

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Team Collaboration Tools & Workspaces

Did AR/VR Just Have Its iPhone Moment?

Tom Brannen

June 15, 2023

Everyone following AR/VR has been waiting for the “iPhone moment,” when the technology finally reaches a place where the mass market “gets it” and...

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AI & Automation

The Good, the Bad and What We Can Do with Generative AI

Barbara A Grothe

June 14, 2023

Generative AI-based chatbots cannot think, reason, or show emotion. Be careful with all the latest technology and stay in control of its answers.

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Video Collaboration & A/V

Poly announces AI-infused Products at InfoComm 2023

Zeus Kerravala

June 14, 2023

The needs of the office today are not the same as a few years ago and the equipment in rooms, if more than five years old, does not have the...

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Customer Experience

Organizations Should Focus on NPS

Dave Michels

June 13, 2023

There’s a lot of change occurring in Customer Service. AI is disrupting just about every workflow and process, but there are some things that shouldn...