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Customer Experience
Enterprise Connect AI: Practitioners Advise Approaching AI With CautionEnterprise Connect AI: Practitioners Advise Approaching AI With Caution

AI’s impact ranges from the contact center to customer experience, but it comes with risks that need to be acknowledged and mitigated.

byMatt Vartabedian
Oct 3, 2024
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1 Min Read
Enterprise Connect AI: How AI May Develop in the Short Term
AI & Automation
Enterprise Connect AI: How AI May Develop in the Short TermEnterprise Connect AI: How AI May Develop in the Short Term
byMatt Vartabedian
Oct 3, 2024
1 Min Read
What You Can Learn from Three Different AI Deployments
AI & Automation
What You Can Learn from Three Different AI DeploymentsWhat You Can Learn from Three Different AI Deployments
byMatt Vartabedian
Oct 2, 2024
1 Min Read
No Jitter Roll: Zoom Adds New Enterprise Features, Google debuts Workspace and Contact Center updates, Talkdesk launches Healthcare for Payers
Workspace
No Jitter Roll: Zoom Adds New Enterprise Features, Google debuts Workspace and Contact Center updates, Talkdesk launches Healthcare for PayersNo Jitter Roll: Zoom Adds New Enterprise Features, Google debuts Workspace and Contact Center updates, Talkdesk launches Healthcare for Payers
byMatt Vartabedian
Sep 27, 2024
1 Min Read
Tools Are the Building Blocks of Innovation – But You Still Need to Consider What You’re Building
AI & Automation
Tools Are the Building Blocks of Innovation – But You Still Need to Consider What You’re BuildingTools Are the Building Blocks of Innovation – But You Still Need to Consider What You’re Building
byMelissa Swartz
Sep 19, 2024
1 Min Read
Team Collaboration
Team Messaging
Slack Unveils Agentforce Agents and other AI FeaturesSlack Unveils Agentforce Agents and other AI Features
byMatt Vartabedian
Sep 16, 2024
1 Min Read
No Jitter Roll: GoTo Launches GoTo Connect CX, Twilio Enables RCS, Mitel Debuts Framework for Hybrid UC
Customer Experience
No Jitter Roll: GoTo Launches GoTo Connect CX, Twilio Enables RCS, Mitel Debuts Framework for Hybrid UC
No Jitter Roll: GoTo Launches GoTo Connect CX, Twilio Enables RCS, Mitel Debuts Framework for Hybrid UC
Sep 13, 2024
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1 Min Read
byMatt Vartabedian
AI virtual agent
Virtual Agents
No Jitter Midroll: ServiceNow Xanadu Debuts with AI Agents
No Jitter Midroll: ServiceNow Xanadu Debuts with AI Agents
Sep 10, 2024
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1 Min Read
byMatt Vartabedian
Conceptual illustration of AI for social networking
Assistants & Copilots
No Jitter Roll: Kore.ai Launches AI Products, NinjaTechAI Enhances SuperGPT AI Assistant, and HARMAN Announces ForecastGPT
No Jitter Roll: Kore.ai Launches AI Products, NinjaTechAI Enhances SuperGPT AI Assistant, and HARMAN Announces ForecastGPT
Sep 6, 2024
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1 Min Read
byHannah Warfel
AI Governance: When In Doubt, Ask. Then Ask Again.
AI & Automation
AI Governance: When In Doubt, Ask. Then Ask Again.
AI Governance: When In Doubt, Ask. Then Ask Again.
Sep 5, 2024
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1 Min Read
byMatt Vartabedian
Slack: There Are Five Types of AI Users
Workspace
Slack: There Are Five Types of AI Users
Slack: There Are Five Types of AI Users
Sep 5, 2024
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1 Min Read
byLisa Schmeiser
No Jitter Roll: Zoom Adds Smart Name Tags, GoTo Releases More Integrations and the Nureva App is Now Available
Video Conferencing
No Jitter Roll: Zoom Adds Smart Name Tags, GoTo Releases More Integrations and the Nureva App is Now Available
No Jitter Roll: Zoom Adds Smart Name Tags, GoTo Releases More Integrations and the Nureva App is Now Available
Aug 30, 2024
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1 Min Read
byMatt Vartabedian
The Goal for AI? Do the Boring, Stressful Stuff.
AI & Automation
The Goal for AI? Do the Boring, Stressful Stuff.
The Goal for AI? Do the Boring, Stressful Stuff.
Aug 29, 2024
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1 Min Read
byLisa Schmeiser
Zoom logo
Workspace
AI-Powered Connected Workspaces Continue to Grow
AI-Powered Connected Workspaces Continue to Grow
Aug 27, 2024
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1 Min Read
byBeth Schultz
Image illustrating a hand holding a phone with Copilot
Assistants & Copilots
What to Know About the Cost and Value of Microsoft Copilot
What to Know About the Cost and Value of Microsoft Copilot
Aug 26, 2024
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1 Min Read
byKevin Kieller
AI virtual agent
Customer Experience
No Jitter Roll: Otter.ai Launches My Action Items and RingCentral Announces AI Capabilities for RingCX
No Jitter Roll: Otter.ai Launches My Action Items and RingCentral Announces AI Capabilities for RingCX
Aug 22, 2024
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1 Min Read
byHannah Warfel
Salesforce logo
Virtual Agents
No Jitter Midroll: Salesforce Launches AI Agents for Sales
No Jitter Midroll: Salesforce Launches AI Agents for Sales
Aug 22, 2024
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1 Min Read
byMatt Vartabedian
Finding Communications Technology Employees in Unconventional Places
Workflow Automation
Finding Communications Technology Employees in Unconventional Places
Finding Communications Technology Employees in Unconventional Places
Aug 20, 2024
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1 Min Read
byBobra S. Bush
Yellow.ai Launches Analyze for CX Automation, Zendesk Announces Relay for Outbound Messaging, and Grammarly Authorship Shows Writing Provenance
Customer Experience
No Jitter Roll: Yellow.ai Launches Analyze for CX Automation, Zendesk Announces Relay for Outbound Messaging, and Grammarly Authorship Shows Writing Provenance
No Jitter Roll: Yellow.ai Launches Analyze for CX Automation, Zendesk Announces Relay for Outbound Messaging, and Grammarly Authorship Shows Writing Provenance
Aug 15, 2024
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1 Min Read
byMatt Vartabedian
The Promise—and Perils — of AI Meeting Recaps
AI Voice
The Promise—and Perils — of AI Meeting Recaps
The Promise—and Perils — of AI Meeting Recaps
Aug 5, 2024
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1 Min Read
byNathan Eddy
No Jitter Roll: Box and Slack Expand their Partnership and Calabrio Integrates with Five9
Team Messaging
No Jitter Roll: Box and Slack Expand their Partnership and Calabrio Integrates with Five9
No Jitter Roll: Box and Slack Expand their Partnership and Calabrio Integrates with Five9
Aug 2, 2024
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1 Min Read
byHannah Warfel
Vendors and Workers May Define “Improved Productivity” Very Differently
AI & Automation
Vendors and Workers May Define “Improved Productivity” Very Differently
Vendors and Workers May Define “Improved Productivity” Very Differently
Aug 1, 2024
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1 Min Read
byLisa Schmeiser
A Strategic Framework for Finding Your Best CX AI Application
Customer Experience
A Strategic Framework for Finding Your Best CX AI Application
A Strategic Framework for Finding Your Best CX AI Application
Jul 29, 2024
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1 Min Read
byNicolas De Kouchkovsky
How Do You Calculate Gen AI’s ROI?
AI & Automation
How Do You Calculate Gen AI’s ROI?
How Do You Calculate Gen AI’s ROI?
Jul 29, 2024
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1 Min Read
byIrwin Lazar
NLX Launches NLX Journey for Travel and Hospitality, Atomicwork Integrates with Microsoft Teams and Vonage Announces Intelligent SIP Capabilities
Assistants & Copilots
No Jitter Roll: NLX Launches NLX Journey for Travel and Hospitality, Atomicwork Integrates with Microsoft Teams and Vonage Announces Intelligent SIP Capabilities
No Jitter Roll: NLX Launches NLX Journey for Travel and Hospitality, Atomicwork Integrates with Microsoft Teams and Vonage Announces Intelligent SIP Capabilities
Jul 26, 2024
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1 Min Read
byMatt Vartabedian
Salesforce and Workday's Partnership Could Change Your First Day of Work
CRM
Salesforce and Workday's Partnership Could Change Your First Day of Work
Salesforce and Workday's Partnership Could Change Your First Day of Work
Jul 25, 2024
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1 Min Read
byLisa Schmeiser
Conversations in Collaboration: Cresta’s Ping Wu on Giving “Superpowers” to Contact Center Managers
Customer Experience
Conversations in Collaboration: Cresta’s Ping Wu on Giving “Superpowers” to Contact Center Managers
Conversations in Collaboration: Cresta’s Ping Wu on Giving “Superpowers” to Contact Center Managers
Jul 25, 2024
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1 Min Read
byMatt Vartabedian
Ask an Analyst: Christina McAllister on the Challenges of Getting Gen AI Summaries to Agents
AI Voice
Ask an Analyst: Christina McAllister on the Challenges of Getting Gen AI Summaries to Agents
Ask an Analyst: Christina McAllister on the Challenges of Getting Gen AI Summaries to Agents
Jul 24, 2024
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1 Min Read
byChristina McAllister
Digital talking heads
CRM
No Jitter Roll: Salesforce Releases Einstein Service Agent, Kore.ai Launches GALE
No Jitter Roll: Salesforce Releases Einstein Service Agent, Kore.ai Launches GALE
Jul 19, 2024
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1 Min Read
byHannah Warfel
Pay Down Your Technical Debt Before Implementing Gen AI
AI & Automation
Pay Down Your Technical Debt Before Implementing Gen AI
Pay Down Your Technical Debt Before Implementing Gen AI
Jul 18, 2024
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1 Min Read
byMatt Vartabedian
AWS Climbs to New Heights with Gen AI Updates, Zoom Automates Workflows, Sennheiser Debuts Zoom Room Certified Bars and Avaya's CEO to Retire
Workflow Automation
No Jitter Roll: AWS Climbs to New Heights with Gen AI Updates, Zoom Automates Workflows, Sennheiser Debuts Zoom Room Certified Bars and Avaya's CEO to Retire
No Jitter Roll: AWS Climbs to New Heights with Gen AI Updates, Zoom Automates Workflows, Sennheiser Debuts Zoom Room Certified Bars and Avaya's CEO to Retire
Jul 12, 2024
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1 Min Read
byMatt Vartabedian
Microsoft Copilot Compared to Apple Intelligence – What You Need to Know
AI Voice
Microsoft Copilot Compared to Apple Intelligence – What You Need to Know
Microsoft Copilot Compared to Apple Intelligence – What You Need to Know
Jul 9, 2024
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1 Min Read
byKevin Kieller
Shape Your CX Roadmap With These Eight Steps
Customer Experience
Shape Your CX Roadmap With These Eight Steps
Shape Your CX Roadmap With These Eight Steps
Jul 8, 2024
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1 Min Read
byNicolas De Kouchkovsky
Someone using a phone app
Workspace
Connected Workspaces Getting Smarter and Smarter
Connected Workspaces Getting Smarter and Smarter
Jul 3, 2024
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1 Min Read
byBeth Schultz
Generative AI Security and Compliance Concerns Growing
AI & Automation
Generative AI Security and Compliance Concerns Growing
Generative AI Security and Compliance Concerns Growing
Jul 2, 2024
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1 Min Read
byIrwin Lazar

Editor's Spotlight

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

Dec 16, 2024

How Talkdesk Delivers for Vertical Industries
Ccaas
How Talkdesk Delivers for Vertical Industries
How Talkdesk Delivers for Vertical Industries

Dec 5, 2024

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

Dec 17, 2024

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