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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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Customer Experience

Rethinking Your Digital CX Management Strategy

Elizabeth Tobey | NICE

May 02, 2023

Surpass the competition with a best-in-class, data-driven roadmap.

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Contact Center & Customer Experience

Digital Customer Support Still Lags

Dave Michels

May 01, 2023

There’s many times where digital makes more sense. What I don’t understand is why so many companies are making it an unnecessarily painful experience.

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Contact Center & Customer Experience

Avaya Emerges from Chapter 11

Dave Michels

May 01, 2023

With its new capital structure, the company can pursue new market opportunities while enhancing its customer service and support capabilities.

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UCaaS

Number of the Month: 39% of Pros Report Satisfaction with UCaaS Investments

Matthew Vartabedian

May 01, 2023

A Tangoe report found that less than half of IT decision-makers report UCaaS investments fully delivered on promised benefits

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News & Views

No Jitter Roll: Microsoft’s Copilot Moves into Viva and Slack Debuts a New Collaboration Tool

Matthew Vartabedian

April 28, 2023

In the news this week: Microsoft includes Copilot in its Viva suite; Slack introduces a new “canvas” for collaboration and the availability of...

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UCaaS

What Microsoft's Customers Gain If It Unbundles Teams

Kevin Kieller

April 28, 2023

Whether Teams is included or separate from the Office bundle, it has proven its value to millions of users, and tens of thousands of organizations...

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Future of Work

Our Experts Explain: How to Develop Hybrid Work's Best Practices

Eric Krapf

April 28, 2023

When it comes to supporting hybrid work, what works? That is the question.

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Cloud Communications

Leading Cloud Communications Platforms Innovation Vectors: Mind the Differentiation Gap

Elka Popova

April 26, 2023

In the second part of the interview with cloud communications vendors, we asked them to identify the interesting and innovative new developments on...