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Cloud surrounded by devices and towers

Start Thinking About the Rise of the Customer Experience Data Platform Start Thinking About the Rise of the Customer Experience Data Platform

We find ourselves at a crossroads: CX software built historically around the queuing, routing, and handling of interactions will evolve to place an open data platform at its core, the better to orchestrate customer experiences across the enterprise.

byNicolas De Kouchkovsky

Oct 3, 2023

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5 Min Read

Zoom Unveils Docs, Upgrades Contact Center Offerings Zoom Unveils Docs, Upgrades Contact Center Offerings

byZeus Kerravala

Oct 3, 2023

5 Min Read

Telco optical fiber

Network Technology

Why Don’t Enterprises Believe Telcos on Optical Networking?Why Don’t Enterprises Believe Telcos on Optical Networking?

Oct 2, 2023

5 Min Read

Look, it's artificial intelligence on the screen, ably assisting us

Generative AI Hasn’t Lived Up to Its Potential -- Yet Generative AI Hasn’t Lived Up to Its Potential -- Yet

Oct 2, 2023

6 Min Read

AI Collaboration

No Jitter Roll: Zoom Launches Workforce Engagement Management Suite, Amazon and Anthropic Collaborate on Generative AI, IntelePeer Launches SmartOffice, and Ooma Partners with TouchTone for POTS Replacement No Jitter Roll: Zoom Launches Workforce Engagement Management Suite, Amazon and Anthropic Collaborate on Generative AI, IntelePeer Launches SmartOffice, and Ooma Partners with TouchTone for POTS Replacement

byMatt Vartabedian

Sep 29, 2023

4 Min Read

Image illustrating people collaborating on a pie chart

Employee Experience

Enterprise IT Employees’ Priorities Are Shifting Enterprise IT Employees’ Priorities Are Shifting

Sep 29, 2023

3 Min Read

Digital Assistant working on computer

How Artificial Intelligence Will Change Unified Communications

How Artificial Intelligence Will Change Unified Communications

byKevin Kieller

Number of the Month: 70% of contact center managers believe AI will mean there will be more agents in the next 10 years

AI & Automation

Number of the Month: 70% of contact center managers believe AI will mean there will be more agents in the next 10 years

Number of the Month: 70% of contact center managers believe AI will mean there will be more agents in the next 10 years

byMatt Vartabedian

Now Is the Time for CPaaS to Shine

Telecommunication Technology

Now Is the Time for CPaaS to Shine

Now Is the Time for CPaaS to Shine

Smoke coming out of grill

Customer Experience

How Traeger Grills Improved Customer Experience Through Cloud-Based Contact Centers

How Traeger Grills Improved Customer Experience Through Cloud-Based Contact Centers

byMatt Vartabedian

Person looking at screen that reads 'ChatGPT'

Generative AI Has Arrived – Here’s How to Assess Where It Fits In Your Enterprise

Generative AI Has Arrived – Here’s How to Assess Where It Fits In Your Enterprise

Customer Experience

No Jitter Roll: ServiceNow Embeds Generative AI, Microsoft Says Copilot Takes Off Soon, NICE Adds New Features to CXone, Cresta Provides Gen AI Path for On-Prem Contact Centers

No Jitter Roll: ServiceNow Embeds Generative AI, Microsoft Says Copilot Takes Off Soon, NICE Adds New Features to CXone, Cresta Provides Gen AI Path for On-Prem Contact Centers

byMatt Vartabedian

Changing the Security Game – Microsoft enters the SASE Market

Data Governance

Changing the Security Game – Microsoft enters the SASE Market

Changing the Security Game – Microsoft enters the SASE Market

Image illustrating a hand holding a phone with Copilot

Customer Experience

No Jitter Roll: Salesforce Launched Einstein 1 Platform and Einstein Copilots, Slack Launched New AI and Automation Capabilities, Microsoft Study Found that Microsoft Copilot in Dynamics 365 Improved CX

No Jitter Roll: Salesforce Launched Einstein 1 Platform and Einstein Copilots, Slack Launched New AI and Automation Capabilities, Microsoft Study Found that Microsoft Copilot in Dynamics 365 Improved CX

byMatt Vartabedian

IT Hero and Spotlight Awards

Nominations Open for IT Awards

Nominations Open for IT Awards

Image illustrating virtual scales of justice

AI & Automation

Relying on AI as a Core Business Component Brings Layers of Risk

Relying on AI as a Core Business Component Brings Layers of Risk

Image illustrating cybercrime taking place

8x8 rolls out Omni Shield, a New SMS Fraud Prevention API

8x8 rolls out Omni Shield, a New SMS Fraud Prevention API

byZeus Kerravala

Video Conferencing

Farewell to BlueJeans

Farewell to BlueJeans

Image illustrating the connectivity of AI

Assistants & Copilots

No Jitter Roll: Zoom Debuts AI Companion, Bandwidth Builds AIBridge with Partners, Genesys and Salesforce Team Up

No Jitter Roll: Zoom Debuts AI Companion, Bandwidth Builds AIBridge with Partners, Genesys and Salesforce Team Up

byMatt Vartabedian

Humans Remain a Vital Part of the AI Equation; Cloud Providers Are Using AI in Their Marketplace Battles

Cloud Infrastructure

Humans Remain a Vital Part of the AI Equation; Cloud Providers Are Using AI in Their Marketplace Battles

Humans Remain a Vital Part of the AI Equation; Cloud Providers Are Using AI in Their Marketplace Battles

byMatt Vartabedian

Image illustrating how artificial intelligence integrates with other systems

AI & Automation

Time to Consider AI Costs?

Time to Consider AI Costs?

Salesforce and Genesys logos together

Genesys and Salesforce Take Service Cloud Voice Integration To a New Level

Genesys and Salesforce Take Service Cloud Voice Integration To a New Level

bySheila McGee-Smith

Mitel office sign

Telecommunication Technology

Mitel Keeps the DECT Innovation Train Running

Mitel Keeps the DECT Innovation Train Running

byZeus Kerravala

the Rosetta Stone

Google, Mio Team up for Chat Interoperability

Google, Mio Team up for Chat Interoperability

Image illustrating the flags of the European Union

AI Collaboration

No Jitter Roll: There's no EU in Teams, Microsoft rolls out Bing Chat Enterprise, OpenAI Intros ChatGPT Enterprise, and Google's Duet AI for Workspace Enters the Stage

No Jitter Roll: There's no EU in Teams, Microsoft rolls out Bing Chat Enterprise, OpenAI Intros ChatGPT Enterprise, and Google's Duet AI for Workspace Enters the Stage

byMatt Vartabedian

Image illustrating high-tech greenhouses

Network Technology

How Nature Fresh Farms Used SD-WAN To Transform Business Operations

How Nature Fresh Farms Used SD-WAN To Transform Business Operations

byZeus Kerravala

AI technology

Customer Experience

Can Users Keep Up with Generative AI?

Can Users Keep Up with Generative AI?

How to Return to the Office and Work from Home at the Same Time

How to Return to the Office and Work from Home at the Same Time

How to Return to the Office and Work from Home at the Same Time

Image illustrating a digital roadmap

A Roadmap for Selecting the Right CCaaS Vendor

A Roadmap for Selecting the Right CCaaS Vendor

Enlightening Generative AI

Assistants & Copilots

Enlightening Generative AI

Enlightening Generative AI

Cisco Looks to Help Close the Skills Gap in Africa by Investing in EDGE

Network Technology

Cisco Looks to Help Close the Skills Gap in Africa by Investing in EDGE

Cisco Looks to Help Close the Skills Gap in Africa by Investing in EDGE

byZeus Kerravala

A telehealth appointment

Customer Experience

No Jitter Roll: Twilio Launched a Bevy of CustomerAI Products, Emplifi Debuts Unified Analytics, Gupshup Intros Domain-specific LLMs, VMware and NVIDIA Partner to Provide Gen AI Platform

No Jitter Roll: Twilio Launched a Bevy of CustomerAI Products, Emplifi Debuts Unified Analytics, Gupshup Intros Domain-specific LLMs, VMware and NVIDIA Partner to Provide Gen AI Platform

byMatt Vartabedian

Picture of video call about some colleagues in officer, others remote

Employee Experience

Will the Hybrid Work Wars Wind Down?

Will the Hybrid Work Wars Wind Down?

Empty Office Space Is Full of Future Potential

Empty Office Space Is Full of Future Potential

Empty Office Space Is Full of Future Potential

byLisa Schmeiser

Customer Experience

JetBlue Travel Products Modernizing its Call Center with Twilio Products

JetBlue Travel Products Modernizing its Call Center with Twilio Products

byMatt Vartabedian

Enterprise Connect

Mar 17 - Mar 20, 2025

Mar 17 - Mar 20, 2025

As the #1 communications, collaboration and CX Conference and Expo in North America, we empower IT professionals to confront and overcome today's most pressing challenges. Attend Enterprise Connect and join thousands of like-minded peers building a framework for future success. You’ll walk away with rich learning experiences, invaluable connections, business opportunities, and inspiring insights. Register with Promo Code CONNECT25 to save $200 on Conference passes.