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Ask An Analyst: 2024 Review from Omdia’s Brent Kelly

Brent Kelly

December 18, 2024

Omdia analyst Brent Kelly responds to a few questions on some key trends in UCaaS, CCaaS and AI that occurred during 2024.

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Ask an Analyst: 2024 Digital Workplace Trends

Beth Schultz

December 18, 2024

A look back at some of the digital workplace trends in 2024, including collaborative work management, return to office versus work from home and video meetings.

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No Jitter Midroll: Salesforce Launches Agentforce 2.0

Matt Vartabedian

December 17, 2024

Salesforce highlights new and improved Agentic AI capabilities in the platform’s second generation release.

News & Views

How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity

Jon Arnold

December 17, 2024

The sheer size of the small business market makes it attractive to any technology vendor, but success will not come simply with better or cheaper offerings. There are specific market challenges to be recognized and addressed.

Ask an Analyst: 2024 Trends in Generative AI

Derek Top

December 17, 2024

A look back at some of the Gen AI trends in 2024, including the rapid-fire debut of AI assistants, the introduction of AI Agents, as well as some insights on how enterprises might approach choosing Gen AI solutions.

Ask an Analyst: 2024 Trends in the Contact Center

Mila D'Antonio

December 16, 2024

A look back at some of the contact center, CX and AI trends, as well as a glimpse of what come in 2025 in those same areas.

How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations

Zeus Kerravala

December 16, 2024

This partnership dispels the myth that the only companies using Amazon Connect are newer brands looking to shake up the status quo.

No Jitter Roll: Five9 Announces New Feature for Microsoft Teams and GoTo Launches New AI, Automation, and Management Features

Hannah Warfel

December 13, 2024

Also, 8x8 and Descope partner, Echo AI is acquired by Calabrio, and more.

No Jitter Midroll: Google Cloud Launches Agentspace

Matt Vartabedian

December 13, 2024

Google’s Agentspace grounds Gen AI in enterprise data sources to help enterprise workers find the information they need the first time and then leverage that data for AI-powered insights and generated content.

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