Contact Center & Customer Experience

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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 & Speech Technologies

Zoom Partners with Anthropic to Add Virtual Agent Capabilities to Its Contact Center Platform

Zeus Kerravala

May 19, 2023

By integrating Anthropic's Claude into its platform, Zoom plans to boost contact center efficiency and AI integration in the contact center.

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AI & Automation

Do You Really Want ChatGPT Talking to Your Customers?

Michael Finneran

May 11, 2023

Generative AI promises to revolutionize the contact center industry, but is this just another attempt at avoiding the obvious: You have to pay agents...

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Contact Center & Customer Experience

No Jitter Roll: Zoom Phone expands into India, and Reinvent Telecom targets SMBs with a private label CCaaS solution

Matthew Vartabedian

May 05, 2023

In the news this week: Zoom Phone’s expansion into India, contact center enhancements to the 8x8 XCaaS platform and the launch of an SMB-targeted...

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Contact Center & Customer Experience

Digital Customer Support Still Lags

Dave Michels

May 01, 2023

There’s many times where digital makes more sense. What I don’t understand is why so many companies are making it an unnecessarily painful experience.

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Contact Center & Customer Experience

Avaya Emerges from Chapter 11

Dave Michels

May 01, 2023

With its new capital structure, the company can pursue new market opportunities while enhancing its customer service and support capabilities.

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Conceptual illustration of AI for social networking

AI & Speech Technologies

Dialpad to Add 12 Generative AI Tools in Next 12 Months

Sheila McGee-Smith

April 18, 2023

In the communications market, the race to enhance products with AI is on

Contact Center & Customer Experience

The Five9 Intelligent CX Platform Comes With Brains — And A Promise

No Jitter Staff

April 13, 2023

The customer experience is always iterative and has to improve with each new version, according to Five9.

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AI & Speech Technologies

AI and Better, Smarter Work Strategies Drove the Dialogue at Enterprise Connect 2023

Lisa Schmeiser

April 06, 2023

Our review of the show's coverage shows that attendees and experts were engaged in seeing what artificial intelligence could do to boost...

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Contact Center & Customer Experience

Zoom Contact Center: How It's Doing One Year Later

Sheila McGee-Smith

April 06, 2023

In addition to rapid innovation, customer traction is another reason to be bullish about Zoom Customer Experience Suite’s probability of success.

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Team Collaboration Tools & Workspaces

Amazon, Zoom Add To Their AI Portfolios

Terry Sweeney

March 30, 2023

Both companies showcased artificial intelligence in their Enterprise Connect keynotes -- Amazon SDK makes telephony app analytics easier; Zoom IQ...

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AI & Speech Technologies

Google Fleshes Out Generative AI Tech For Call Centers

Terry Sweeney

March 30, 2023

In a keynote at Enterprise Connect, Google Cloud demonstrated new generative AI capabilities, including an app builder, advanced text-to-speech...

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AI & Speech Technologies

Cisco Loads Webex With AI Features

Zeus Kerravala

March 28, 2023

The company has applied enhancements to three major areas of hybrid work -- reimagining workspaces, optimizing collaboration, and maximizing customer...