Contact Center & Customer Experience

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Contact Center & Customer Experience

Overcoming Communication Disconnects in the Digital Age

Neha Mirchandani

April 22, 2019

How an integrated communications platform can help solve customer and employee engagement challenges

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Contact Center & Customer Experience

NICE Interactions: Personal Connections Elevated

Sheila McGee-Smith

April 19, 2019

Major customer stories serve as proof points of the success of NICE's strategic direction.

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Contact Center & Customer Experience

7 Ways to Make Your Google CCAI Deployment Successful

Callan Schebella

April 17, 2019

Things to keep in mind as your enterprise looks to leverage artificial intelligence capabilities in the contact center

Customer Experience

Taking the Pains Out of Healthcare Customer Service

Chris Vitek

April 15, 2019

Software robotics can work wonders, as opportunities in an appointment-setting process reveal.

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Contact Center & Customer Experience

Google’s AI Presence Grows in the Contact Center

Beth Schultz

April 11, 2019

Avaya, Cisco, Genesys, and RingCentral share how they’re enhancing their platforms with Google’s artificial intelligence technology.

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Contact Center & Customer Experience

Google Brings Contact Center AI to Salesforce… Via Five9

Sheila McGee-Smith

April 10, 2019

Salesforce’s commanding desktop presence enables millions of agent desktops with new chatbot and live agent AI.

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CCaaS

Mitel Uses Talkdesk to ‘Youthenize’ its Portfolio

Dave Michels

April 09, 2019

A clever alliance that benefits both companies is indicative of how CCaaS is changing.

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Cloud Communications

Mitel Makes 3 Major Cloud Moves

Zeus Kerravala

April 09, 2019

Reveals strategy to ‘skate its lane,’ driving UC and contact center innovations forward.

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CCaaS

Mitel & Talkdesk: Next Big Thing in UCaaS/CCaaS?

Sheila McGee-Smith

April 09, 2019

Why the Mitel/Talkdesk partnership is categorically different than Mitel's earlier OEM

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Contact Center & Customer Experience

3 Steps for Building a Strong Contact Center Business Case

Jen Jackson

April 09, 2019

When it comes to making the pitch to finance for your technology investment, numbers talk.

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Monitoring & Management

Reaping the Value of Cloud Service Management Data

Gary Audin

April 05, 2019

In this Q&A with a Virsae executive, learn how access to big data can be a boon for UC and contact center improvements.

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Deployment Models

Is Your Head in the Clouds?

Diane Halliwell

April 03, 2019

The first part of this two-part series looks at decision criteria for moving to cloud contact center and evaluating potential solution providers.

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Industry News

From APIs to UC: Rounding Up the News from EC19

Michelle Burbick

April 02, 2019

Catch up on announcements that came out of the enterprise communications industry's biggest event.

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AI & Automation

AI: An Invitation to Rethink What’s Possible

Dave Michels

April 01, 2019

At Enterprise Connect 2019, AI was broadly about computers performing human-like behaviors and learning from tagged data and outcomes.

Contact Center & Customer Experience

Contact Center Insight from EC19: The Executive View

Sheila McGee-Smith

March 29, 2019

From the mainstage at last week’s Enterprise Connect event, six contact center leaders reflect on AI, cloud, developer-led, and other trends.

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Contact Center & Customer Experience