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Avaya Acquires Edify for Orchestration and Workflow Capabilities
Ccaas
Avaya Acquires Edify for Orchestration and Workflow CapabilitiesAvaya Acquires Edify for Orchestration and Workflow Capabilities

The buy, which would bolster Avaya Experience Platform, signals a consolidation in the contact center market.

bySheila McGee-Smith
May 8, 2024
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1 Min Read
Three Approaches the Enterprise Could Take in AI and Customer Experience Management
Customer Experience
Three Approaches the Enterprise Could Take in AI and Customer Experience ManagementThree Approaches the Enterprise Could Take in AI and Customer Experience Management
byTom Nolle
May 6, 2024
1 Min Read
Someone rating customer service
Customer Experience
Do We Still Need Human Customer Agents? Yes.Do We Still Need Human Customer Agents? Yes.
byEric Krapf
May 3, 2024
1 Min Read
No Jitter Roll: 8x8 Unveils Enhancements in Customer Engagement, Salesforce Announces Implementation and Data Governance Bundles, and Reclaim
Customer Experience
No Jitter Roll: 8x8 Unveils Enhancements in Customer Engagement, Salesforce Announces Implementation and Data Governance Bundles, and Reclaim.ai Launches Smart MeetingsNo Jitter Roll: 8x8 Unveils Enhancements in Customer Engagement, Salesforce Announces Implementation and Data Governance Bundles, and Reclaim.ai Launches Smart Meetings
byHannah Warfel
Apr 26, 2024
1 Min Read
No Jitter Roll: Verint and CallTower Expand Webex Deals, Salesforce furthers Einstein's Reach, VirtualPBX Launches its Contact Center Solution
CRM
No Jitter Roll: Verint and CallTower Expand Webex Deals, Salesforce furthers Einstein's Reach, VirtualPBX Launches its Contact Center SolutionNo Jitter Roll: Verint and CallTower Expand Webex Deals, Salesforce furthers Einstein's Reach, VirtualPBX Launches its Contact Center Solution
byMatt Vartabedian
Apr 5, 2024
1 Min Read
Illustration showing 24/7 customer service
Customer Experience
Where to Find Proactive Customer Experience ManagementWhere to Find Proactive Customer Experience Management
byTom Nolle
Mar 28, 2024
1 Min Read
Five9 Announces GenAI Studio, Meant to Enable Quick Customization of GenAI for Contact Centers
Customer Experience
Five9 Announces GenAI Studio, Meant to Enable Quick Customization of GenAI for Contact Centers
Five9 Announces GenAI Studio, Meant to Enable Quick Customization of GenAI for Contact Centers
Mar 27, 2024
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1 Min Read
byZeus Kerravala
A hand holds a mobile phone bearing the Webex by Cisco label
Customer Experience
Cisco Keynote by Javed Khan at EC24 Highlights the Need for CX and EX
Cisco Keynote by Javed Khan at EC24 Highlights the Need for CX and EX
Mar 26, 2024
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1 Min Read
byMatt Vartabedian
A Salesforce building sign
Ccaas
Enterprise Connect 2024 Spotlight: Salesforce Service Cloud AI-Powered Contact Center
Enterprise Connect 2024 Spotlight: Salesforce Service Cloud AI-Powered Contact Center
Mar 25, 2024
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1 Min Read
bySheila McGee-Smith
The entrance to the Enterprise Connect show at the Gaylord Palms
Customer Experience
Wearing a Sales Hat? Here is Why You Need AI
Wearing a Sales Hat? Here is Why You Need AI
Mar 25, 2024
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1 Min Read
byRobin Gareiss
There’s a Revolution Coming for the Modern CX Stack
Customer Experience
There’s a Revolution Coming for the Modern CX Stack
There’s a Revolution Coming for the Modern CX Stack
Mar 21, 2024
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1 Min Read
byNicolas De Kouchkovsky
Leading the AI Evolution - How Contact Center Specialists Can Shape the Future of Customer Experience
Customer Experience
Leading the AI Evolution - How Contact Center Specialists Can Shape the Future of Customer Experience
Leading the AI Evolution - How Contact Center Specialists Can Shape the Future of Customer Experience
Mar 21, 2024
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1 Min Read
byBill Magnuson
The Fusion of CX and EX Requires Unified Data
Customer Experience
The Fusion of CX and EX Requires Unified Data
The Fusion of CX and EX Requires Unified Data
Mar 20, 2024
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1 Min Read
byMila D'Antonio
Celebrating Innovative #CX #EC24
Customer Experience
Celebrating Innovative #CX #EC24
Celebrating Innovative #CX #EC24
Mar 18, 2024
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1 Min Read
byDave Michels
Someone holding a cloud icon with various technology icons
Customer Experience
Five9 Hire Signals Emerging Strategies for Reaching CX Customers
Five9 Hire Signals Emerging Strategies for Reaching CX Customers
Mar 18, 2024
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1 Min Read
bySheila McGee-Smith
A person clicking on a contact center application
Customer Experience
AI’s Impact on Contact Center Staffing – The Bittersweet Update
AI’s Impact on Contact Center Staffing – The Bittersweet Update
Mar 12, 2024
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1 Min Read
byRobin Gareiss
The Agents-vs.-AI Debate Will Heat Up at Enterprise Connect
Customer Experience
The Agents-vs.-AI Debate Will Heat Up at Enterprise Connect
The Agents-vs.-AI Debate Will Heat Up at Enterprise Connect
Mar 8, 2024
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1 Min Read
byEric Krapf
No Jitter Roll: Salesforce Announces Two Einstein Products and Talkdesk Intros Gen AI for Banking and Retail
CRM
No Jitter Roll: Salesforce Announces Two Einstein Products and Talkdesk Intros Gen AI for Banking and Retail
No Jitter Roll: Salesforce Announces Two Einstein Products and Talkdesk Intros Gen AI for Banking and Retail
Mar 8, 2024
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1 Min Read
byMatt Vartabedian
The entrance to the Enterprise Connect show at the Gaylord Palms
Customer Experience
BCStrategies Will Be Making Connections at Enterprise Connect
BCStrategies Will Be Making Connections at Enterprise Connect
Mar 6, 2024
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1 Min Read
byKevin Kieller
Someone holding a cloud icon with various technology icons
Ccaas
What is Contact Center as a Service (CCaaS)? How it Works & How to Get It
What is Contact Center as a Service (CCaaS)? How it Works & How to Get It
Mar 6, 2024
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1 Min Read
byNo Jitter Staff
8x8’s Engage Product to Bring Contact Center Capabilities Outside the Contact Center
Customer Experience
8x8’s Engage Product to Bring Contact Center Capabilities Outside the Contact Center
8x8’s Engage Product to Bring Contact Center Capabilities Outside the Contact Center
Mar 1, 2024
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1 Min Read
byZeus Kerravala
A contact center button
Ccaas
Combine UCaaS and CCaaS, Add AI, Stir
Combine UCaaS and CCaaS, Add AI, Stir
Mar 1, 2024
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1 Min Read
byEric Krapf
An AI chat bot
Customer Experience
Conversations in Collaboration: Yellow.ai’s Raghu Ravinutala on Automating Customer Service to Generate Real Cost Reductions
Conversations in Collaboration: Yellow.ai’s Raghu Ravinutala on Automating Customer Service to Generate Real Cost Reductions
Feb 28, 2024
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1 Min Read
byMatt Vartabedian
Klearcom: One of the Hidden Gems at Enterprise Connect 2024
Customer Experience
Klearcom: One of the Hidden Gems at Enterprise Connect 2024
Klearcom: One of the Hidden Gems at Enterprise Connect 2024
Feb 22, 2024
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1 Min Read
bySheila McGee-Smith
A person clicking on a contact center application
Customer Experience
Transforming Customer Service: The Evolving Landscape of UCaaS and CCaaS
Transforming Customer Service: The Evolving Landscape of UCaaS and CCaaS
Feb 22, 2024
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1 Min Read
byRob Hilsen
Making Sense of Your Contact Center Workspace Options
Ccaas
Making Sense of Your Contact Center Workspace Options
Making Sense of Your Contact Center Workspace Options
Feb 21, 2024
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1 Min Read
byNicolas De Kouchkovsky
Someone holding a cloud icon with various technology icons
Ccaas
The Leading CCaaS Providers of 2024
The Leading CCaaS Providers of 2024
Feb 15, 2024
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1 Min Read
byNo Jitter Staff
No Jitter Roll: RingCentral Launches Patient Care Solution, Zenarate and evaluagentCX Announce Solutions for CX Insights
Customer Experience
No Jitter Roll: RingCentral Launches Patient Care Solution, Zenarate and evaluagentCX Announce Solutions for CX Insights
No Jitter Roll: RingCentral Launches Patient Care Solution, Zenarate and evaluagentCX Announce Solutions for CX Insights
Feb 9, 2024
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1 Min Read
byMatt Vartabedian
Chatbots and Generative AI
Customer Experience
3 AI Predictions for 2024 and Why They Matter to CX Practitioners 2024-02-05 (1)
3 AI Predictions for 2024 and Why They Matter to CX Practitioners 2024-02-05 (1)
Feb 5, 2024
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1 Min Read
byJoe Ciuffo, Head of Marketing at ASAPP
AWS Beefs up Amazon Connect with Advanced Features
Ccaas
AWS Beefs up Amazon Connect with Advanced Features
AWS Beefs up Amazon Connect with Advanced Features
Feb 2, 2024
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1 Min Read
byZeus Kerravala
Cybersecurity image
Customer Experience
Cybersecurity Comes to Enterprise Communications
Cybersecurity Comes to Enterprise Communications
Feb 2, 2024
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1 Min Read
byEric Krapf
Photo meant to illustrate cloud communications
Customer Experience
No Jitter Roll: 8x8 Enhances its UCaaS and CCaaS Products, Jabra Launches New Admin Platform and Cisco, Microsoft and Samsung Collaborate on Meeting Rooms
No Jitter Roll: 8x8 Enhances its UCaaS and CCaaS Products, Jabra Launches New Admin Platform and Cisco, Microsoft and Samsung Collaborate on Meeting Rooms
Feb 2, 2024
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1 Min Read
byMatt Vartabedian
Bandwidth Messaging Survey Has Meaningful Messages for Customer Experience
Customer Experience
Bandwidth Messaging Survey Has Meaningful Messages for Customer Experience
Bandwidth Messaging Survey Has Meaningful Messages for Customer Experience
Feb 1, 2024
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1 Min Read
byZeus Kerravala
5 Ways Conversational CX can Positively Impact your Business
Customer Experience
5 Ways Conversational CX can Positively Impact your Business
5 Ways Conversational CX can Positively Impact your Business
Jan 25, 2024
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1 Min Read
byRebecca Jones, general manager of Mosaicx
Someone rating customer service
Customer Experience
Getting a Holistic View on CX
Getting a Holistic View on CX
Jan 19, 2024
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1 Min Read
byEric Krapf

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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