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Generative AI Unveils a World of Limitless Contact Centers
Assistants & Copilots
Generative AI Unveils a World of Limitless Contact CentersGenerative AI Unveils a World of Limitless Contact Centers

AI and machine learning models have become the most coveted assets for enterprises seeking to outmaneuver rivals through foresight and rapid, precise decision acceleration. By leveraging these tools, contact centers can become dynamic, self-optimizing central nervous systems for the enterprise.

byNoam Fine
May 20, 2024
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5 Min Read
Happy contact center agents
AI & Automation
The Big Reveal: Genesys AI ExperienceThe Big Reveal: Genesys AI Experience
bySheila McGee-Smith
May 20, 2024
6 Min Read
No Jitter Roll: Genesys Debuts New AI-powered ‘Xperiences,’ Glue Sports New Threads and Microsoft's Going Places
Assistants & Copilots
No Jitter Roll: Genesys Debuts New AI-powered ‘Xperiences,’ Glue Sports New Threads and Microsoft's Going PlacesNo Jitter Roll: Genesys Debuts New AI-powered ‘Xperiences,’ Glue Sports New Threads and Microsoft's Going Places
byMatt Vartabedian
May 17, 2024
8 Min Read
If AI Is the Answer, What Are the Right Questions to Ask?
AI & Automation
If AI Is the Answer, What Are the Right Questions to Ask?If AI Is the Answer, What Are the Right Questions to Ask?
byEric Krapf
May 17, 2024
3 Min Read
Out-of-Office Work Has Its Downsides; Let's Talk About Them
Employee Experience
Out-of-Office Work Has Its Downsides; Let's Talk About ThemOut-of-Office Work Has Its Downsides; Let's Talk About Them
byLisa Schmeiser
May 16, 2024
3 Min Read
Avaya logo
Customer Experience
No Jitter Midroll: Avaya News out of Avaya Engage 2024No Jitter Midroll: Avaya News out of Avaya Engage 2024
byMatt Vartabedian
May 15, 2024
5 Min Read
Communications Blueprint
AI Collaboration
Avaya and RingCentral Expand Their Partnership
Avaya and RingCentral Expand Their Partnership
May 14, 2024
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5 Min Read
byZeus Kerravala
Learning to Live With Your UCaaS LLM, Part 1
UCaaS
Learning to Live With Your UCaaS LLM, Part 1
Learning to Live With Your UCaaS LLM, Part 1
May 13, 2024
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8 Min Read
byBrent Kelly and Kevin Kieller
Assessing the Risks and Rewards of Using Gen AI in UCaaS Platforms, Part 3
UCaaS
Assessing the Risks and Rewards of Using Gen AI in UCaaS Platforms, Part 3
Assessing the Risks and Rewards of Using Gen AI in UCaaS Platforms, Part 3
May 13, 2024
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13 Min Read
byBrent Kelly and Kevin Kieller
Testing Gen AI Use Cases in UCaaS Platforms, Part 2
UCaaS
Testing Gen AI Use Cases in UCaaS Platforms, Part 2
Testing Gen AI Use Cases in UCaaS Platforms, Part 2
May 13, 2024
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11 Min Read
byBrent Kelly and Kevin Kieller
No Jitter Roll: ServiceNow Makes Multiple Announcements at Knowledge 2024
Video Conferencing
No Jitter Roll: ServiceNow Makes Multiple Announcements at Knowledge 2024
No Jitter Roll: ServiceNow Makes Multiple Announcements at Knowledge 2024
May 10, 2024
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3 Min Read
byHannah Warfel
Tackling the Hard Part on Enterprise AI
AI & Automation
Tackling the Hard Part on Enterprise AI
Tackling the Hard Part on Enterprise AI
May 10, 2024
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2 Min Read
byEric Krapf
Look, it's artificial intelligence on the screen, ably assisting us
AI & Automation
No Jitter Midroll: Yellow.ai Debuts Orchestrator LLM AI
No Jitter Midroll: Yellow.ai Debuts Orchestrator LLM AI
May 9, 2024
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4 Min Read
byMatt Vartabedian
Avaya Acquires Edify for Orchestration and Workflow Capabilities
Ccaas
Avaya Acquires Edify for Orchestration and Workflow Capabilities
Avaya Acquires Edify for Orchestration and Workflow Capabilities
May 8, 2024
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3 Min Read
bySheila McGee-Smith
A person pressing a button that says "Think Differently"
Workspace
How to Lead a Successful Technology Project
How to Lead a Successful Technology Project
May 8, 2024
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4 Min Read
byBarbara A Grothe
Nokia and Infobip Align to Empower Developers
Telecommunication Technology
Nokia and Infobip Align to Empower Developers
Nokia and Infobip Align to Empower Developers
May 7, 2024
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4 Min Read
byDave Michels
Meet Sprinklr Digital Twin
AI & Automation
Meet Sprinklr Digital Twin
Meet Sprinklr Digital Twin
May 7, 2024
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7 Min Read
bySheila McGee-Smith
Net Neutrality Is On Its Way Back
Team Messaging
Net Neutrality Is On Its Way Back
Net Neutrality Is On Its Way Back
May 6, 2024
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4 Min Read
byMartha Buyer
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 Management
Three Approaches the Enterprise Could Take in AI and Customer Experience Management
May 6, 2024
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5 Min Read
byTom Nolle
No Jitter Roll: Another Slew of Gen AI-related News from AWS, RingCentral, Qualtrics and Avaamo
AI & Automation
No Jitter Roll: Another Slew of Gen AI-related News from AWS, RingCentral, Qualtrics and Avaamo
No Jitter Roll: Another Slew of Gen AI-related News from AWS, RingCentral, Qualtrics and Avaamo
May 3, 2024
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8 Min Read
byMatt Vartabedian
Someone rating customer service
Customer Experience
Do We Still Need Human Customer Agents? Yes.
Do We Still Need Human Customer Agents? Yes.
May 3, 2024
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3 Min Read
byEric Krapf
Mitel logo -- powering connections
Hybrid
Conversations in Collaboration: Mitel’s Eric Hanson on Hybrid Deployment Models
Conversations in Collaboration: Mitel’s Eric Hanson on Hybrid Deployment Models
May 1, 2024
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18 Min Read
byMatt Vartabedian
Connected Workspaces Enable Worker Team-Ups in Shared Workspaces
Workspace
Connected Workspaces Enable Worker Team-Ups in Shared Workspaces
Connected Workspaces Enable Worker Team-Ups in Shared Workspaces
May 1, 2024
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5 Min Read
byBeth Schultz
User Adoption and Training Is Key for AI Growth
Digital Workplace
User Adoption and Training Is Key for AI Growth
User Adoption and Training Is Key for AI Growth
Apr 29, 2024
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5 Min Read
byBlair Pleasant
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 Meetings
No Jitter Roll: 8x8 Unveils Enhancements in Customer Engagement, Salesforce Announces Implementation and Data Governance Bundles, and Reclaim.ai Launches Smart Meetings
Apr 26, 2024
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3 Min Read
byHannah Warfel
Five Thoughts From Avaya’s 2024 Analyst Summit
UCaaS
Five Thoughts From Avaya’s 2024 Analyst Summit
Five Thoughts From Avaya’s 2024 Analyst Summit
Apr 26, 2024
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5 Min Read
byZeus Kerravala
Getting Beyond the Hybrid Work Culture Wars
Video Conferencing
Getting Beyond the Hybrid Work Culture Wars
Getting Beyond the Hybrid Work Culture Wars
Apr 26, 2024
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2 Min Read
byEric Krapf
Picture of young business professional on phone call
Workspace
The AI-Free View from Enterprise Connect 2024
The AI-Free View from Enterprise Connect 2024
Apr 25, 2024
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4 Min Read
byDenise Munro
Conversations in Collaboration: Five9’s Jonathan Rosenberg on Picking the Gen AI Use Case, Not the Model
AI Collaboration
Conversations in Collaboration: Five9’s Jonathan Rosenberg on Picking the Gen AI Use Case, Not the Model
Conversations in Collaboration: Five9’s Jonathan Rosenberg on Picking the Gen AI Use Case, Not the Model
Apr 24, 2024
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13 Min Read
byMatt Vartabedian
AI technology
AI & Automation
Where Does AI Go From Here?
Where Does AI Go From Here?
Apr 23, 2024
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5 Min Read
byIrwin Lazar
The Office Needs a Hardware Edge to Attract Employees
Employee Experience
The Office Needs a Hardware Edge to Attract Employees
The Office Needs a Hardware Edge to Attract Employees
Apr 22, 2024
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7 Min Read
byPrachi Nema
Generative AI Offers Unique Shadow IT Challenges
AI Voice
Generative AI Offers Unique Shadow IT Challenges
Generative AI Offers Unique Shadow IT Challenges
Apr 19, 2024
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3 Min Read
byEric Krapf
NEC Exits Premises-based UC
UCaaS
NEC Exits Premises-based UC
NEC Exits Premises-based UC
Apr 19, 2024
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3 Min Read
byDave Michels
No Jitter Roll: A Slew of Gen AI-related News from ASAPP, Zendesk, Kore.ai, boost.ai and others
Workspace
No Jitter Roll: A Slew of Gen AI-related News from ASAPP, Zendesk, Kore.ai, boost.ai and others
No Jitter Roll: A Slew of Gen AI-related News from ASAPP, Zendesk, Kore.ai, boost.ai and others
Apr 19, 2024
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9 Min Read
byMatt Vartabedian
No Jitter Midroll: Slack AI Proves It Saves You Time
AI Collaboration
No Jitter Midroll: Slack AI Proves It Saves You Time
No Jitter Midroll: Slack AI Proves It Saves You Time
Apr 18, 2024
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3 Min Read
byMatt Vartabedian

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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