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A photo of a phone in front of a laptop screen; both have Genesys Cloud screens

Alamy

AI & Automation

Newest Genesys Generative AI Capabilities Boost Experience Orchestration

Matthew Vartabedian

June 05, 2023

Genesys is now using generative AI to incorporate summarization capabilities into Agent Assist, part of the Genesys Cloud CX platform.

Is There a Tomorrow for Yesterday's PBX Suppliers?

Allan Sulkin

January 15, 2009

Today's lineup of enterprise communications market leaders still includes members of the old guard, but the landscape is rapidly changing.

Nortel: Who's In & Who's Out?

Matt Brunk

January 15, 2009

Nortel has that old embedded base. It won't die, go away or get buried even if Nortel bites the dust.

Unified Communications in Australia & New Zealand

Melanie Turek

January 14, 2009

Key challenges for 2009 include federation, reliability and business-process integration.

Do I Want Quality of Service or Quality of Experience?

John Bartlett

January 14, 2009

If we think about all the things that can go wrong on a phone call or on a video call, the list is much longer than just the IP-network transport.

Nortel Bankruptcy Filing

Allan Sulkin

January 14, 2009

There are many instances where companies emerged from bankruptcy filings a stronger, but there are even more instances where the company never...

What's Ahead for Nortel and Its Customers? (Update 3)

Eric Krapf

January 14, 2009

So what do you do today, and in the days ahead, if you're a Nortel customer? And what should we expect the Nortel Enterprise business to look like as...

Nortel Files for Bankruptcy (Updated)

Eric Krapf

January 14, 2009

Not unexpected , but still.... Updates throughout the day.

Avaya's Vertical Industry Plays

Eric Krapf

January 13, 2009

It helps Avaya sell targeted solutions in a marketplace that's shunning broad-brush, complex implementations with uncertain return on investment.

Cisco Goes Bigger In 802.11n

Michael Finneran

January 13, 2009

Anyone planning WLAN deployments today should be focusing on 802.11n, and most importantly they should be planning how it can best be deployed.

UC as a Virtuous Ellipse

January 12, 2009

Can Unified Communications appeal as a managed or hosted service? One vision of the market says it can.

Rewarding Good Customer Behavior in the Call Center

Sorell Slaymaker

January 12, 2009

What can a business call center do to encourage their customers, on first try, to address the service issue on the web, then if need be, call?

Nortel: Stock's on a Roll, But for How Long?

Eric Krapf

January 12, 2009

Nortel could be in for an eventful week.

Palm Demos the New Nova Operating System

Michael Finneran

January 12, 2009

Many of the original Palm zealots have moved to other platforms, with RIM being at the top of that list.

The Packet Trace

Matt Brunk

January 12, 2009

Managed switches, UPSs and a little TLC continue to help to improve our bottom line.

Must-Do's for UC in 2009

Blair Pleasant

January 09, 2009

Vendors and channel partners need to step it up a notch to help the UC market continue its momentum.

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