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A Microsoft Teams tile

Image: Andreas Prott - stock.adobe.com

Team Collaboration Tools & Workspaces

Microsoft Adds Hybrid-Inspired Rooms, Viva Features

June 17, 2021

More video layout options are coming to Teams Rooms systems, while Viva updates address after-hour notifications.

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Illustration of cog gears, to show integration

Cloud Communications

8x8 Lays Out ‘XCaaS’ Vision for CCaaS, CPaaS, UCaaS

May 19, 2021

Cloud communications provider embraces experience as a service as a market category.

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The Otter Assistant across devices

AI & Speech Technologies

Let Otter Assistant Cover Your Back

May 19, 2021

Otter.ai boosts video AI meeting portfolio with multifunctional meeting assistant.

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Contact Center & Customer Experience

Contact Center Transformation: The Starting Point

Elizabeth (Beth) English

May 19, 2021

Consider a comprehensive needs analysis and strategic roadmap followed by phased implementation.

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Illustration of omnichannel retail

Contact Center & Customer Experience

Does an Omnichannel Strategy Really Drive Down Costs?

Jonathan Barouch, Local Measure

May 18, 2021

Responding to the demand for customer self-service, and the cost implications of running an omnichannel contact center

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Photo of information processing worker

Organization & Management

Reinventing Communications: Information Processing Work

May 18, 2021

By examining usage profiles, enterprises can find ways to better serve their users. In part four of this multi-part series, we look at the...

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Screen capture of Jeff Shah, with the Times, speaking at AWS Summit

Amazon Connect Gives The New York Times a Read on Digital

Sheila McGee-Smith

May 17, 2021

Bolsters transformation from ad-based print business to subscriber-first digital model with contact center move to Amazon Connect

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Someone working on a laptop connecting to the cloud

Unified Communications & Collaboration

Get the Future, Today: Demand More from Service Providers

May 14, 2021

Five must-haves when evaluating UCC options for the new workplace

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Illustration of broadband, fiber cable

Digital Transformation

What Will Broadband Expansion Mean for the Enterprise?

May 14, 2021

Maybe one day, with broadband access, underserved areas will be more attractive to remote workers, and more feasible for home-based work.

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An illustration of a woman wearing a headset working on a computer

No Jitter Roll: Headset Launches, Latest Acquisitions

May 14, 2021

A look at the latest news from Poly, Epos, Microsoft, Five9, Cisco, and NWN.

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Video meeting using Zoom Immersive Share

Video Collaboration & A/V

Online Meetings Are Virtually Here to Stay

May 13, 2021

Expect rapid innovations to continue, providing a better experience inside and outside the meeting room.

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Photo of a restaurant door with a Grubhub sign

Grubhub Powers Through Pandemic on Five9 Platform

May 13, 2021

Flexibility and scalability enabled by CCaaS has helped the company handle crazy customer volumes and workforce growth.

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Business person working in office

Employee Experience

WorkSpace Wednesday: Can Google Make Flexibility Work?

May 12, 2021

Leadership's plan seems sound, but success may hinge on managers.

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Glance Video being used for a customer service request.

Contact Center & Customer Experience

Glance Offers Video CX at the Click of a Button

May 12, 2021

Glance’s embedded video service allows enterprises to add video capabilities into their workflow, websites, and apps.

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Photo of a phone with headset, to show customer support

Contact Center & Customer Experience

WFH Increases Productivity? I Just Don’t Buy It

May 12, 2021

Believing that your contact center agents are more productive while working from home doesn’t make it so.

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Photo of a telesitting patient and doctor session

Unified Communications & Collaboration

Finding the Right Collaboration Solution for Healthcare

Brian Cockrell, Intel

May 12, 2021

A collaborative practice model, supported by the right collaboration solution, can improve patient outcomes while reducing cost of care.

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