Contact Center & Customer Experience

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Illustration showing "smart" contact center agent

AI & Automation

Talkdesk Extends AI Capabilities via AWS Partnership

Zeus Kerravala

January 19, 2021

Articulates goal of automating 80% of customer conversations in next three years.

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CCaaS

Student Loan Servicer ECSI Finds Value in CCaaS

Dana Casielles

January 18, 2021

Cloud platform eased overnight transition to WFH for agents, while allowing company to fast-track a voice service that solved call connectivity...

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Unified Communications & Collaboration

No Jitter Roll: Video Collaboration; AWS CCI Partners

Dana Casielles

January 15, 2021

The latest updates from Pexip, BlueJeans by Verizon, Workplace from Facebook, Logitech, Nureva, ClearOne, Vyopta, Stack8, Avaya, and Clarabridge.

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CCaaS

What AI Will Really Do for the Contact Center

Eric Krapf

January 15, 2021

A few somewhat random observations of AI’s near-term usefulness

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Partner Ecosystem

AWS Contact Center Intelligence Expands Globally

Sheila McGee-Smith

January 13, 2021

AWS expands partners and adds support for more languages as it bulks up support for AI-based contact center services.

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Cloud Communications

No Jitter Roll: Slack Outage; Cloud Integrations

Dana Casielles

January 08, 2021

The latest news from Slack, Dell, Ujet, Calabrio, and Vyopta.

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Case Studies

EmployBridge Puts Contact Center AI to Work

Dana Casielles

January 07, 2021

Industrial staffing firm is using Observe.ai’s platform to pull actionable intelligence from call transcripts for use in improving agent performance.

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UCaaS

Reflections on UCaaS and CCaaS, Looking Forward

Blair Pleasant

January 05, 2021

Whether it’s cloud services, UCC, or visual tools, technologies that many of us have hyped-up for years proved their value in 2020.

Contact Center & Customer Experience

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Unified Communications & Collaboration

The Time is Now for Enterprises to Rethink Collaboration

Tom Nolle

December 28, 2020

Virtual work can become better than the office, which is critical if companies plan to keep WFH in place.

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Contact Center & Customer Experience

Talkdesk Shares How CX is Reshaping Financial Services

Zeus Kerravala

December 23, 2020

A recent report looks at the need for cloud contact center solutions in the financial services industry

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Contact Center & Customer Experience

Step Up Your CX Game

Chuck Vondra

December 23, 2020

Here are some examples of verticals that get the customer experience right and some that don’t.

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Vendor Strategy

What Does Salesforce Need to Make Slack Acquisition Work?

Hyoun Park

December 22, 2020

The answer, in a nutshell, is “CPaaS.” But that’d be a pricey move.

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AI & Automation

AI-Based Meeting Assistants: Do They Make an Impact?

Brent Kelly

December 21, 2020

Looking into my crystal ball, meeting assistants will become far more useful for everyone.

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CCaaS

Lifesize Brings AI, Other Updates to CCaaS Platform

Dana Casielles

December 17, 2020

With CxEngage updates, aims to create true channel agnostic contact centers.

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Poll

Do you believe enough is being done around diversity & inclusion in your enterprise?

Yes, my enterprise is doing everything it can to create a diverse, inclusive workplace

36%

I don't know how my enterprise approaches diversity and inclusivity

No, my enterprise isn't doing enough in terms of diversity and inclusion, though it has made an effort

27%

No, my enterprise isn't addressing the issue

36%

Total votes: 11

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Contact Center & Customer Experience