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.

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….

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.

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

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

Zoom and Workvivo: It’s a Matter of Time and Place

Last week we learned that Zoom intends to acquire Workvivo. I approve of this acquisition.  First, we need to understand that it’s not often I get to write “Zoom acquired” in a sentence.  Zoom is acquisition reticent. It has only…

Innovation Showcase Interviews

After the Innovation Showcase at Enterprise Connect 23, we created some at-event interviews with the six showcase companies. The Innovation Showcase is the part of Enterprise Connect dedicated to up and coming companies. Every year, we pick a theme and…

Stories from #EC23

Dave and Heidi discuss some of the stories from Enterprise Connect 2023. ChatGPT, The Future of Comms, WKRP in CC, and Multi-cam meetings. An Insider Report next week will cover most of the news from EC23. A bigger and deeper…

Cisco and Microsoft partnership goes beyond just product certification

What started as just another Microsoft hardware announcement might shift the UC tide At last week’s Enterprise Connect, Microsoft and Cisco surprised some of the industry by participating in each other’s keynotes. This move signaled continued alignment between the two…

UJET Launches Native Workforce Management Solution

The WFM offering will help streamline and leverage available operational data

Top 4 AI questions for every SaaS provider

Is your AI data ethically sourced? AI news these days is enough to make your head spin. The breadth and depth of announcements almost make one yearn for the “simple” days of microservices and cloud. Daily, we hear about updates…

Microsoft Copilot – Teams Edition

Can We Trust AI with the Specifics? Meetings. We want less of them, and yet we want more out of them. Microsoft Teams announced their own meeting optimizers at last week’s AI event, with more undoubtedly coming next week at…

Microsoft Copilot – Smooth AI Operator?

Microsoft and Google productivity platforms both “entered the chat” this week, and just like that, we are all trying to understand how this new wave of AI will impact some of our most critical applications. While I am admittedly still…

Celebrating Innovation in Collaboration at #EC23

Presenting the Innovation Showcase Companies to be highlighted at Enterprise Connect 2023.