Contact Center & Customer Experience

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How Robocalls Impact Contact Center Operations

February 14, 2020

With the threat of malicious robocallers still ever-present, what can contact centers do to ensure effective, safe communications?

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Diagram of Cisco's Webex Contact Center Portfolio

Contact Center & Customer Experience

Cisco’s Amy Chang Shines Her Light on Contact Center

Sheila McGee-Smith

February 12, 2020

Tells industry analysts that she’s squared away the calling and collaboration products, and is ready to innovate.

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Vendor Strategy

Avaya Goes All In at Engage

Phil Edholm

February 10, 2020

With a UCaaS strategy in place, Avaya is coming out of Engage re-energized and ready for the future.

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Privacy & Compliance

CCPA: What You Need to Know for Your Contact Center

Gary Audin

January 31, 2020

With the California consumer privacy law in effect since Jan. 1, is your organization prepared to deal with compliance requests?

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AI & Automation

AI-Infused Contact Centers: Where We Stand

Dan Miller

January 30, 2020

From several bots to a multitude of them, AI is now commonplace in contact centers, brand websites, apps, and more. So, how did we get here?

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Vendor News

Cisco Brings CX Management to Contact Centers

Zeus Kerravala

January 28, 2020

With Webex Experience Management, the cognitive collaboration storyline is getting a contact center sub-plot.

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AI & Automation

Partnering for Successful AI Projects

Chuck Vondra

January 22, 2020

AI promises a lot, but without a vendor that understands an enterprise's unique business case, a project can fail before it even gets off the ground.

CCaaS

Genesys Debuts New Cloud Branding

Sheila McGee-Smith

January 14, 2020

Drops “Pure” nomenclature as it expands push on cloud and announces usage-based pricing.

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Enterprise Connect

Best of Enterprise Connect: What’s on Tap for 2020

Beth Schultz

January 13, 2020

Looking for the latest and greatest advancements in AI, customer experience, employee engagement, and meeting rooms

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Best Practices

Guiding the Conversation Around a New Call Center

Darin Ward

January 09, 2020

Before technology decisions must come a full understanding of business and functional requirements.

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Technology Trends

Fact-checking 2020's Biggest UC Predictions

Dave Mailer

January 08, 2020

The UCC industry is abuzz with the latest 2020 predictions. But are they really the future of enterprise communications and collaboration or just...

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Picture of customer service touchpoints: phone, chatbot, email

Contact Center & Customer Experience

Google CCAI: Taking Contact Centers to the Next Level

Antony Passemard, Google Cloud

January 08, 2020

How an insurance aggregator and a retailer use newly available Virtual Agent feature to optimize their services

Contact Center & Customer Experience

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AI & Automation

Decoding Dialogflow: Proper Care and Feeding of IVAs

Brent Kelly

December 30, 2019

The final segment in a multi-part series focusing on building intelligent bots using Google Dialogflow and Contact Center AI

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Customer Experience

What WON’T Happen in Customer Engagement in 2020

Sheila McGee-Smith

December 19, 2019

Musings on the evolving role of chatbots

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Contact Center & Customer Experience