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Zoom

AI & Automation

No Jitter Roll: Zoom Launches Workforce Engagement Management Suite, Amazon and Anthropic Collaborate on Generative AI, IntelePeer Launches SmartOffice, and Ooma Partners with TouchTone for POTS Replacement

Matthew Vartabedian

September 29, 2023

Contact centers and AI led the news this week: Zoom launches its Workforce Engagement Management suite, Amazon and Anthropic collaborate on making generative AI available, IntelePeer launches...

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Harnessing Communication APIs and SDKs for more Powerful Apps

Lauren Cudney | Sponsored by AWS

June 05, 2023

How communication APIs and Client Library SDKs have revolutionized the way developers integrate communication functionalities into applications.

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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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AI & Speech Technologies

No Jitter Roll: Microsoft Highlights 32 New Teams Features; TCN Debuts SMS Consent Tracking; Generative AI Driving Interest, Skepticism

Matthew Vartabedian

June 02, 2023

In the news this week: Microsoft highlighted 32 new Teams features delivered during May 2023, while TCN debuted SMS consent tracking in its call/...

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AI & Speech Technologies

ChatGPT is Causing Everyone to Hallucinate.

Dave Michels

June 02, 2023

With ChatGPT, we can’t trust all of what it says, and that means we can’t really trust anything it says.

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A customer pointing to their option choice, personalizing their settings.

Customer Experience

Number of the Month: 56% of Consumers Will Become Repeat Buyers after a Personalized Experience

Matthew Vartabedian

June 01, 2023

A Twilio report found increasing personalization helps transform customers into repeat buyers – but underlying that is a change in how the...

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Customer Experience

AI Replacing Humans? Not in these Cases

Eric Krapf

June 01, 2023

It’s not surprising that two of the first high-profile battles over AI in labor relations come from fields in which the human element is an...

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AI & Speech Technologies

Understanding the Role of Generative AI in Modernizing Customer Experience

Zeus Kerravala

May 31, 2023

Generative AI is impacting the role of customer service agents, challenging the belief that AI might make these roles redundant. Despite significant...

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Regulation

Stronger Communications Start With Stronger Infrastructure

Denise Munro

May 31, 2023

Many parts of the United States still lack the advantages that high bandwidth service provides. It is time to bring these services to those parts of...

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Digital Workplace

Bridging the Hybrid and Remote Work Divide

Irwin Lazar

May 30, 2023

The answer to a successful strategy isn’t forcing people back to the office, it’s ensuring the ability to engage regardless of location.

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Digital Workplace

No Jitter Roll: Creston Unveils Products for Hybrid Work; Ribbon Integrates with Zoom Phone

Matthew Vartabedian

May 26, 2023

In the news this week: Creston unveils new products to improve hybrid collaboration, while Q-SYS brings its audio/video/control expertise to Lenovo’s...

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AI & Automation

Generative AI in the Contact Center: Today and Tomorrow

Eric Krapf

May 26, 2023

Generative AI is useful as an agent assistant, but could agent replacement be too tempting to resist?

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AI & Automation

Conversations in Collaboration: Cisco Webex’s Lorrissa Horton on AI and Data Security

Matthew Vartabedian

May 25, 2023

The Cisco Webex SVP talked about the difference between client-/device-side AI versus the generative AI models drawing so much recent attention. She...

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Digital Workplace

Hotdesking is Critical for Hybrid Office Success

Dave Michels

May 24, 2023

Hotdesking has become the champion growth technology for enabling hybrid work.

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Conceptual illustration of AI for social networking

AI & Automation

Are We Moving Too Fast with AI?

Jon Arnold

May 23, 2023

A sneak peek at some key themes that emerged from a joint RingCentral/Ipsos survey of full-time workers around the world who were asked about their...

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AI & Automation

No Jitter Roll: Genesys Expands into the EX space while Webex and Voiceitt Make Video Meetings More Accessible for People with Disabilities

Matthew Vartabedian

May 19, 2023

In the news this week: Genesys expands into the employee experience (EX) space while Webex and Voiceitt partner to make video meetings more...

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