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APIs & Embedded Communications

Sendbird Stretches its Wings on In-App Chat

Dana Casielles

September 17, 2021

As the world becomes increasingly digital, this mobile engagement platform looks to power the conversations that consumers rely on daily.

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Team Collaboration Tools & Workspaces

Price and Capabilities of Microsoft 365 Both Increase

Kevin Kieller

August 23, 2021

Microsoft announces first substantive pricing increase in a decade referencing 1,400 new features and 24 new apps.

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Blocks coming together to show integration

Contact Center & Customer Experience

Integrations, Programmable APIs Key to CX Differentiation

Philip Borden, Twilio

August 23, 2021

Contact centers need flexibility to decide which solutions best meet their goals without technology integration becoming a sticking point.

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Team Collaboration Tools & Workspaces

No Jitter Roll: Slack-Salesforce Integrations, Zoom for Home Devices

Dana Casielles

August 20, 2021

The latest news from Salesforce, Slack, Zoom, NICE, AT&T, Crestron, and Mural

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Enterprise Connect

Building Strategy by Executing on Tactics

Eric Krapf

August 20, 2021

Examine what technologies you're using, what you still have but aren't using, and what you'll need as we move into a hybrid work future in 2022.

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CPaaS

Avaya, Microsoft: What Does the CPaaS Partnership Mean?

Ryan Daily

August 19, 2021

Two industry analysts share their perspective on how this partnership can benefit both companies.

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Digital Workplace

Planet in Crisis: A Call for Keeping WFH in Place

Dave Michels

August 19, 2021

It’s time to turn up the heat on distributed, at-home teams.

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AI & Automation

Building a Customer-Centric Organization?

Lauren Maschio, NICE

August 19, 2021

Consider these three tips to enable objectivity, upskill workers, and gain buy-in for change.

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Collaboration Squared's Video Window Remote on a tablet

Video Collaboration & A/V

WorkSpace Wednesday: Remotely Working, but Virtually Present

Beth Schultz

August 18, 2021

Immersive videoconferencing portal provider Collaboration Squared now offers an always-on video window for mobile devices.

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Contact Center & Customer Experience

Mastering the Art of a CX Agent

Cheryl Helm

August 18, 2021

To discourage customers from contacting agents or CSRs unless absolutely necessary, an organization must enable better, more effective interactions.

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Contact Center & Customer Experience

Take a Phased Approach to Building Digital Engagement

Cristina Vargas, Genesys

August 18, 2021

Whether you’ve already implemented one or more channels or you’re just starting out, there are many opportunities to develop your digital ecosystem.

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Technology Trends

Telehealth on Providers’ Minds: 5 Virtual Care Updates

Dana Casielles

August 17, 2021

A roundup of technology advances aimed at improving the telehealth experience for patients and providers

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Regulation

Where Will Infrastructure Bill Take Telecom Industry?

Michael Finneran

August 17, 2021

With $65 billion going to increasing broadband access, beware those in the government who seek a far more active role in how our industry progresses.

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UCaaS

UC Headsets: Don’t Cheap Out

Darin Ward

August 16, 2021

Investing in UC headsets that meet employee requirements will pay dividends down the road.

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Contact Center & Customer Experience

ClassPass and Dialpad Connecting Employees Globally Is No Sweat

Olivia Cheung, Dialpad

August 16, 2021

Fitness company establishes brand new office locations in less than a week and uses its cloud phone system to connect over 400 employees worldwide.

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Cloud Communications

No Jitter Roll: UCaaS TEM, Google Meet Admin Features

Dana Casielles

August 13, 2021

The latest announcements from Tangoe, Google, Dten, Pexip, 8x8, and AWS

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