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Security Concerns Penetrating Enterprise Communications

As cloud services mature, the differences between enterprise communications providers are less about features and speeds, and more about the robustness infrastructure. And that’s where security comes in. Here are some recent announcements suggesting a more secure future for enterprise…

Insider Report June 2023

The Most Important Enterprise Communications News The Most Important Enterprise Communications News June was a surprisingly busy month: #NICEi23, #CiscoLive, #VerintEngage, #InfoComm23, Genesys #Xperience23, #AvayaEngage, and #CiscoCollaborationDevices. Somehow, I managed to attend most of these events. Let’s look at what’s…

#InfoComm23 Highlight Reel #IC23

It’s been a while since i attended Infocomm. What an amazing show. – Playlist of all TalkingPointz InfoComm Booth Tours – AVNation Media Podcast

NICE Frees its ElevateAI Transcription Service

NICE sees ElevateAI as an opportunity to build its pipeline: help smaller customers today for free, with the hopes of winning future business.

Microsoft Teams Dances into Global Wireless with Tango Networks

The new solutions expand the reach of Teams to a higher percentage of an enterprise’s workforce, including frontline workers in retail, delivery, transportation, and in-home services, across a higher percentage of the world.

Organizations Should Focus on NPS

There’s a lot of change occurring in Customer Service. AI is disrupting just about every workflow and process, but there are some things that shouldn’t change. NPS, or Net Promoter Score, is a highly effective, yet misunderstood metric that makes…

CX and the City #NICEi23

NICE hosted its customer conference in NYC this week. In addition to its customers and partners, there were also several financial and industry analysts in attendance. One of the hashtags for the event was #CXandtheCity, the perfect storm for CX,…

A CEO for the Customer Obsessed

Last November, 8×8 named Samuel Wilson, who had been CFO since June 2020, its interim CEO. Then it proceeded to kick-off a search for a real CEO. CEO searches are complicated.  Sometimes they are done in secret, but nothing says…

ChatGPT is Causing Everyone to Hallucinate.

With ChatGPT, we can’t trust all of what it says, and that means we can’t really trust anything it says.

Insider Report May 2023

The Most Important Enterprise Communications News The Most Important Enterprise Communications News The dominant story of enterprise comms continues to be AI. Actually, it’s the dominant story of tech in general. AI is hardly new, but this new generation of…

Hotdesking is Critical for Hybrid Office Success

Hotdesking has become the champion growth technology for enabling hybrid work.

How Webex Fixed My Cacophonous Interview

Videos are more complex to make than they appear. I’ve been writing about enterprise comms for close to two decades. It’s an iterative, asynchronous process. The backspace key is the most used key on my keyboard. Producing on-site videos is…

Five9 Analyst Summit 2023

I attended the Five9 Analyst Summit in Porto, Portugal. A very effective event. By effective I mean that it covered a lot of ground. Post-pandemic analyst events are shorter, but with good planning and content they can still be effective….

TalkingPointz Research: Enterprise Connect 23

A bit delayed. I can usually get the EC note out in April. Instead, I focused on getting out the Research Note on Conversational AI, then came the Sprinklr analyst event, and then I got sick. But here it is…

Real Time Recorded LIVE May FOURTH 23

Zeus and I can’t figure out what to do with Real-Time, Recorded. At one time it was weekly, then dropped to monthly, even quarterly. We thought we would try a live episode. We did have a live audience, but no…

Digital Customer Support Still Lags

There’s many times where digital makes more sense. What I don’t understand is why so many companies are making it an unnecessarily painful experience.

Avaya Emerges from Chapter 11

With its new capital structure, the company can pursue new market opportunities while enhancing its customer service and support capabilities.

New 3D-Like Meetings, Courtesy of an Old Technology

Logitech and Steelcase are using an old trick to ‘spice’ up meetings. If you’ve ever been to the Haunted Mansion, you’re already familiar with it.

TalkingPointz Research on Conversational AI

Last month, Gartner published a Magic Quadrant on Conversational AI Platforms. Gartner reported that over the past two years it has received over 3000 inquires on conversational AI.  That made sense to me, after all, the entire CCaaS conversation is…

Enghouse Interactive brings IoT Capabilities to “All-in-One” CX

New CX Suite combines omni-channel contact center, unified communications and IoT capabilities.