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If AI Is the Answer, What Are the Right Questions to Ask?

Eric Krapf

May 17, 2024

A crucial step in evaluating the technology is deciding whether AI is even the best, most cost-effective way to solve the business problem at hand.

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Out-of-Office Work Has Its Downsides; Let's Talk About Them

Lisa Schmeiser

May 16, 2024

The employee experience for hybrid and remote workers is not always going to be the most engaging or productive.

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No Jitter Midroll: Avaya News out of Avaya Engage 2024

Matt Vartabedian

May 15, 2024

Avaya unveiled multiple partnerships, integrations and product updates that further deliver on its promise to innovate without disrupting.

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News & Views

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Avaya and RingCentral Expand Their Partnership

Zeus Kerravala

May 14, 2024

This expanded integration with RingCentral, along with others, gives Avaya customers full control over how they modernize communications.

Assessing the Risks and Rewards of Using Gen AI in UCaaS Platforms, Part 3

Brent Kelly and Kevin Kieller

May 13, 2024

The final part of our three-article series on Gen AI in Microsoft Teams, Zoom, Cisco Webex, and Google Meet, provides an assessment of the risks and rewards associated with using the Gen AI in these platforms.

Testing Gen AI Use Cases in UCaaS Platforms, Part 2

Brent Kelly and Kevin Kieller

May 13, 2024

In part two of a three-article series: a look at how each of the major UCaaS platforms perform on two key use cases – meeting summaries and text refinement.

Learning to Live With Your UCaaS LLM, Part 1

Brent Kelly and Kevin Kieller

May 13, 2024

This three-part series provides an inside look at the generative AI inside Microsoft Teams, Zoom, Cisco Webex, and Google Meet. Part 1 delivers a short discussion of how generative AI works and how LLMs are trained.

No Jitter Roll: ServiceNow Makes Multiple Announcements at Knowledge 2024

Hannah Warfel

May 10, 2024

Also, Zingtree launches CX solutions, EnGenius releases a video conferencing tool, and Calabrio Releases New Business Intelligence Tool.

Tackling the Hard Part on Enterprise AI

Eric Krapf

May 10, 2024

Coming up with usable AI-powered tools isn’t the hard part – making the business case for spending on AI within the enterprise is.

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Webinars

Making AI Work for You: The importance of purpose-built AI for CX

March 20, 2024

NICE

When it comes to AI for CX, if it’s done right, it’s practically invisible while seamlessly enhancing customer experiences. When done...

Shaping a New CX: The Rise of Generative AI-Powered Agent CoPilot

March 6, 2024

Cognigy

In today's dynamic contact center landscape, efficiency and customer satisfaction are paramount. AI Copilot and Agent Assist solutions are...

Supercharge Collaboration with Experiential Spaces

February 27, 2024

Q-Sys

Your enterprise may be committed to hybrid work, but are you delivering the experience that all of your employees desire and need in order...