Contact Center & Customer Experience

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Vendor News

No Jitter Roll: Five for Friday

Ryan Daily

October 11, 2019

A look at the latest news coming from Lifesize, Avaya, Voxbone, Voss, and AudioCodes.

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CCaaS

Avaya Unveils CCaaS Restart

Sheila McGee-Smith

October 08, 2019

New cloud contact center platform, slated for initial delivery by mid-2020, to be built on modern cloud architecture.

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Speech Technologies

The Renaissance of Voice Communications

Nicolas De Kouchkovsky

October 08, 2019

Once thought of as a dying technology, voice communication is experiencing a second life as enterprises look to improve their customer experience.

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Contact Center & Customer Experience

Decoding Dialogflow: Fulfilling User Intents

Brent Kelly

October 07, 2019

The eighth in a multi-article series focusing on building intelligent bots using Google Dialogflow and Contact Center AI

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Contact Center & Customer Experience

Why You Need to Care About CX of Connected Consumers

Blair Pleasant

September 30, 2019

Today, enterprises are distinguishing themselves with personal, robust customer experiences. But can it be too much?

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Vendor News

No Jitter Roll: Five for Friday

Ryan Daily

September 27, 2019

A look at the latest news coming from Cisco, Salesforce, Avaya, NextPlane, and Serviceaide.

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Contact Center & Customer Experience

How to Plan a Smooth Contact Center Cloud Migration

Elizabeth Magill

September 24, 2019

A strategic migration plan must answer three important questions.

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Contact Center & Customer Experience

Cisco Touts Webex Contact Center-Calling Integration

Beth Schultz

September 23, 2019

Company talks up other enhancements to cloud platform, as contact center partners make service news of their own.

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Vendor Strategy

The Bifurcation of Genesys

Sheila McGee-Smith

September 18, 2019

Company restructures into cloud and core business units, bringing in industry luminary Barry O’Sullivan to lead the latter.

Contact Center & Customer Experience

What’s Trending in CX Today

Blair Pleasant

September 17, 2019

Organizations that truly care about customer service start with a understanding of what digital consumers really want.

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Contact Center & Customer Experience

Decoding Dialogflow: Enabling Voice

Brent Kelly

September 16, 2019

The seventh in a multi-article series focusing on building intelligent bots using Google Dialogflow and Contact Center AI

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Vendor Strategy

Genesys: Try This App for Free

Dave Michels

September 10, 2019

With single-click free trials for premium applications, Genesys is hoping to shake up the procurement model — lowering the barrier to test and buy...

Contact Center & Customer Experience

Avaya Mobile Experience Delivers Cost Savings, Innovation

Sheila McGee-Smith

September 10, 2019

One early customer tells of reducing spend on “800” services by 40% annually, among other benefits.

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Unified Communications & Collaboration

Tick, Tock, the Clock Is Running for Avaya

Zeus Kerravala

September 06, 2019

Lots of speculation surrounds Avaya’s future, but mum’s still the word on a final decision.

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Internet of Things

Talking IoT Standards With the Open Connectivity Foundation

Gary Audin

September 06, 2019

Without standards, interoperability among vendor products and services can limit IoT’s growth.

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Contact Center & Customer Experience