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CCaaS

Sprinklr’s Journey from Social Media Management to CCaaS Market Disruptor

Sheila McGee-Smith

June 02, 2023

Social media management company Sprinklr enters the CCaaS market.

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Digital Transformation

Six Technologies to Master for the Future of Communications Technologies

Scott Murphy

May 18, 2023

Global trends are challenging IT operations and forcing businesses to simplify and accelerate operations to enable them to stay competitive. Here's...

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Analyst Insight

When It Takes Two to Tango

Tom Nolle

May 16, 2023

Making pairwise collaboration a revenue source may be the only way to drive revenue growth for collaboration vendors.

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AI & Automation

What happens when traditional chatbots meet GPT? We call it Enlighten Actions

Elizabeth Tobey | NICE

May 15, 2023

How can Enlightened Actions fundamentally change and improve interactions with unstructured data?

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Product News

No Jitter Roll: RingCentral Plans Deeper Integration With Teams

Matthew Vartabedian

May 12, 2023

Amid a Spate of AI-related Products from Zendesk, Dialpad, Salesforce and ASAPP, RingCentral announces RingCentral for Microsoft Teams 2.0, while...

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AI & Automation

Automating the Right Knowledge to Deliver Great Customer Experiences 

Brett Weigl

May 12, 2023

Delivering great service means meeting people with the right information exactly when they ask for it.

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AI & Automation

Do People Need Meetings?

Eric Krapf

May 11, 2023

The question says it all.

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AI & Automation

Do You Really Want ChatGPT Talking to Your Customers?

Michael Finneran

May 11, 2023

Generative AI promises to revolutionize the contact center industry, but is this just another attempt at avoiding the obvious: You have to pay agents...

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Monitoring, Management and Security

How Verizon Enables Scalable And Seamless Multi-Vendor SASE

Zeus Kerravala

May 10, 2023

Secure access service edge (SASE) deployments have seen strong momentum thanks to increased complexity in managing networks and dealing with security...

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Monitoring & Management

Getting Productivity Off the Carpet and Into the Dirt

Tom Nolle

May 09, 2023

To boost job performance outside a desk job environment, would-be technological optimizers must examine the context of each task in the whole...

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UCaaS

SharpenCX Acquires Webtext

Sheila McGee-Smith

May 09, 2023

The buy will help mid-market firms accomplish a digital transformation with an agent-first focus.

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AI & Automation

Five Ways Generative AI Will Change Collaboration

Irwin Lazar

May 08, 2023

Generative AI offers incredible potential to improve productivity, operations, and security.

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Contact Center & Customer Experience

No Jitter Roll: Zoom Phone expands into India, and Reinvent Telecom targets SMBs with a private label CCaaS solution

Matthew Vartabedian

May 05, 2023

In the news this week: Zoom Phone’s expansion into India, contact center enhancements to the 8x8 XCaaS platform and the launch of an SMB-targeted...

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BCStrategies

We May Be on the Edge of Adding AR/VR to Our Daily Communications Stack

Tom Brannen

May 04, 2023

Whatever you think about AR/VR, it seems obvious that there will be a convergence of the devices we use, and Apple is poised to be the one to pull it...