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Artificial Intelligence

AI-Enabled Chatbots & Virtual Assistants Show Promise, but Have a Ways to Go AI-Enabled Chatbots & Virtual Assistants Show Promise, but Have a Ways to Go

Chatbots only resolve 16% of customer interactions, on average.

byRobin Gareiss

Aug 21, 2023

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1 Min Read

Conversations in Collaboration: IntelePeer’s Frank Fawzi on Using AI In Front of The Contact Center

Customer Experience

Conversations in Collaboration: IntelePeer’s Frank Fawzi on Using AI In Front of The Contact Center Conversations in Collaboration: IntelePeer’s Frank Fawzi on Using AI In Front of The Contact Center

byMatt Vartabedian

Aug 15, 2023

1 Min Read

RingCentral Announces RingCX, its New CCaaS Offering

RingCentral Announces RingCX, its New CCaaS Offering RingCentral Announces RingCX, its New CCaaS Offering

Aug 10, 2023

1 Min Read

Conversations in Collaboration: Calabrio’s Joel Martins on How AI Boosts Contact Center Efficiency and Effectiveness

Customer Experience

Conversations in Collaboration: Calabrio’s Joel Martins on How AI Boosts Contact Center Efficiency and Effectiveness Conversations in Collaboration: Calabrio’s Joel Martins on How AI Boosts Contact Center Efficiency and Effectiveness

byMatt Vartabedian

Aug 9, 2023

1 Min Read

Best Practices to Improve Contact Quality and Agent Performance

Sponsored Content

Best Practices to Improve Contact Quality and Agent Performance Best Practices to Improve Contact Quality and Agent Performance

byWenyi Gu and Neil Krefsky

Aug 8, 2023

1 Min Read

Adding UCaaS to CCaaS Helps Eliminate Human Latency

Customer Experience

Adding UCaaS to CCaaS Helps Eliminate Human Latency Adding UCaaS to CCaaS Helps Eliminate Human Latency

byZeus Kerravala

Aug 8, 2023

1 Min Read

Artificial Intelligence

Customer Experience

Planning to Transform your Customer Experience? Here are the Numbers You Need to Know

Planning to Transform your Customer Experience? Here are the Numbers You Need to Know

byRobin Gareiss

Five9 Makes a Data Play, Acquires Aceyus

Customer Experience

Five9 Makes a Data Play, Acquires Aceyus

Five9 Makes a Data Play, Acquires Aceyus

bySheila McGee-Smith

A button that says AI

Customer Experience

No Jitter Roll: ASAPP Delivers Generative AI-powered Coaching, Cogito and Medallia Partner for AI-powered Coaching and Assist, and Twilio Integrates with ChatGPT-4

No Jitter Roll: ASAPP Delivers Generative AI-powered Coaching, Cogito and Medallia Partner for AI-powered Coaching and Assist, and Twilio Integrates with ChatGPT-4

byMatt Vartabedian

Picture of smiling contact center agent

Customer Experience

Contact Center Agents are the Experts

Contact Center Agents are the Experts

Conversations in Collaboration: Amazon Connect’s Pasquale DeMaio Talks Agent Experience and AI

Customer Experience

Conversations in Collaboration: Amazon Connect’s Pasquale DeMaio Talks Agent Experience and AI

Conversations in Collaboration: Amazon Connect’s Pasquale DeMaio Talks Agent Experience and AI

byMatt Vartabedian

AI cloud

Customer Experience

Enterprises Look to Solve Their Data Integration Dilemma

Enterprises Look to Solve Their Data Integration Dilemma

byMila D'Antonio

Number of the Month: 55% of Consumers are Comfortable with AI Being Part of Their Medical and Financial Matters

Customer Experience

Number of the Month: 55% of Consumers are Comfortable with AI Being Part of Their Medical and Financial Matters

Number of the Month: 55% of Consumers are Comfortable with AI Being Part of Their Medical and Financial Matters

byMatt Vartabedian

Europe, Portugal, Oeste Region, Nazaré, Crowd watching the Huge Waves from Forte de Sao Miguel Arcanjo during Free Surfing Event 2022

Customer Experience

Focus on CX to Ride the AI Super Wave

Focus on CX to Ride the AI Super Wave

Experience Index: A New Way to Measure CX Journeys

Customer Experience

Experience Index: A New Way to Measure CX Journeys

Experience Index: A New Way to Measure CX Journeys

bySheila McGee-Smith

Silhouette circuits metaphor for AI

No Jitter Roll: Microsoft Teams Phone Silences Background Noise While CallTower and Solgari Announce CCaaS/Microsoft Teams Integration; Mindbreeze Launches Generative AI-focused Security Solution

No Jitter Roll: Microsoft Teams Phone Silences Background Noise While CallTower and Solgari Announce CCaaS/Microsoft Teams Integration; Mindbreeze Launches Generative AI-focused Security Solution

byMatt Vartabedian

Relive the excitement of Customer Contact Week with AWS and CX leaders

Sponsored Content

Relive the excitement of Customer Contact Week with AWS and CX leaders

Relive the excitement of Customer Contact Week with AWS and CX leaders

No Jitter Roll: Salesforce Rolls AI into Sales Cloud and Service Cloud, Vonage Adds Omnichannel CX to its Portfolio, NEC Makes Its Own LLM Available

Customer Experience

No Jitter Roll: Salesforce Rolls AI into Sales Cloud and Service Cloud, Vonage Adds Omnichannel CX to its Portfolio, NEC Makes Its Own LLM Available

No Jitter Roll: Salesforce Rolls AI into Sales Cloud and Service Cloud, Vonage Adds Omnichannel CX to its Portfolio, NEC Makes Its Own LLM Available

byMatt Vartabedian

virtual agents

Time to Give Up on Chatbots?

Time to Give Up on Chatbots?

Number of the Month: 59% of Gen Z Tolerates Negative Customer Service – while only 32% of Boomers Will

Customer Experience

Number of the Month: 59% of Gen Z Tolerates Negative Customer Service – while only 32% of Boomers Will

Number of the Month: 59% of Gen Z Tolerates Negative Customer Service – while only 32% of Boomers Will

byMatt Vartabedian

Zoom's headquarter in California

Customer Experience

No Jitter Roll: Zoom Launches AI-powered Solution for Zoom Rooms, Twilio and Frame AI Partner for Improved CX and RingCentral Offers Compliant UCaaS in India

No Jitter Roll: Zoom Launches AI-powered Solution for Zoom Rooms, Twilio and Frame AI Partner for Improved CX and RingCentral Offers Compliant UCaaS in India

byMatt Vartabedian

A person clicking on a contact center application

Customer Experience

The Self-Service Revolution for the Modern, Digital Contact Center

The Self-Service Revolution for the Modern, Digital Contact Center

byElizabeth Tobey | NICE

Are CCaaS vendors digging their own graves with their new AI toy?

Are CCaaS vendors digging their own graves with their new AI toy?

Are CCaaS vendors digging their own graves with their new AI toy?

byNerys Corfield

A cloud with tendrils reaching out to other types of technology

Cloud Infrastructure

What’s the Direction for Omnichannel and Cloud Migration?

What’s the Direction for Omnichannel and Cloud Migration?

The Market for Contact Center as a Service Is Looking Bright

The Market for Contact Center as a Service Is Looking Bright

The Market for Contact Center as a Service Is Looking Bright

Someone holding a cloud icon with various technology icons

What is Verint Open CCaaS?

What is Verint Open CCaaS?

bySheila McGee-Smith

Salesforce Tower in San Francisco

No Jitter Roll: Salesforce Brings Generative AI to Platform, Verint launches AI, CCaaS and Enterprise Experience, Sennheiser, Jabra and Lenovo Deliver Audio/Video Bars

No Jitter Roll: Salesforce Brings Generative AI to Platform, Verint launches AI, CCaaS and Enterprise Experience, Sennheiser, Jabra and Lenovo Deliver Audio/Video Bars

byMatt Vartabedian

Chatbots and Generative AI

Customer Experience

Generative AI and Data: Critical Elements for Future CX

Generative AI and Data: Critical Elements for Future CX

ChatGPT in action on a mobile phone

The Good, the Bad and What We Can Do with Generative AI

The Good, the Bad and What We Can Do with Generative AI

byBarbara A Grothe

Number collage

Customer Experience

Organizations Should Focus on NPS

Organizations Should Focus on NPS

Someone holding a cloud icon with various technology icons

Sprinklr’s Journey from Social Media Management to CCaaS Market Disruptor

Sprinklr’s Journey from Social Media Management to CCaaS Market Disruptor

bySheila McGee-Smith

A telehealth appointment

No Jitter Roll: Microsoft Highlights 32 New Teams Features; TCN Debuts SMS Consent Tracking; Generative AI Driving Interest, Skepticism

No Jitter Roll: Microsoft Highlights 32 New Teams Features; TCN Debuts SMS Consent Tracking; Generative AI Driving Interest, Skepticism

byMatt Vartabedian

A customer pointing to their option choice, personalizing their settings

Customer Experience

Number of the Month: 56% of Consumers Will Become Repeat Buyers after a Personalized Experience

Number of the Month: 56% of Consumers Will Become Repeat Buyers after a Personalized Experience

byMatt Vartabedian

Chatbot Before It All Goes Wrong

Customer Experience

AI Replacing Humans? Not in these Cases

AI Replacing Humans? Not in these Cases

cogs on digital background to show automation

Customer Experience

Automating the Right Knowledge to Deliver Great Customer Experiences

Automating the Right Knowledge to Deliver Great Customer Experiences

Enterprise Connect

Mar 17 - Mar 20, 2025

Mar 17 - Mar 20, 2025

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