Google, Mio Team up for Chat Interoperability
With this team-up, Mio has recognized enterprises’ need for interoperability among messaging platforms and positioned itself as a Rosetta stone of messaging.
Insider Report July 2023
The Most Important Enterprise Communications News of July 2023 The Most Important Enterprise Communications News of July 2023 Guest Contributor! Welcome Alan Lepofsky. Alan will be contributing his take on some recent events in this month’s report. Alan worked at…
How to Return to the Office and Work from Home at the Same Time
In an era of increasing weather-related volatility, one way to draw workers back to the office – and improve operational efficiencies — might be to offer a company-built community.
Enlightening Generative AI
A look where Generative AI is going beyond summarization.
RingCentral Announces RingCX, its New CCaaS Offering
RingCentral’s new RingCX solution is intended to expand its reach with a CCaaS aimed at addressing simpler use cases.
RingCentral Expands RingSense Across its Portfolio
RingCentral leverage AI broadly across all aspects of business communications to make interactions smarter and drive productivity improvements
Slack Elevate Enhances Efficiencies, Adds Workflow Capabilities
By providing a sales-centric home within Slack — and multiple access points to Salesforce’s Sales Cloud – the new native Slack experience addresses a frequent user complaint: too many processes in too many different apps.
Avaya Partners Cognigy and Journey Expand Customer Service Capabilities
Both Cognigy and Journey offer Avaya’s contact center customers the opportunity to reimagine their customer experiences, with the latest AI and smartphone technologies.
Does CCaaS Matter?
This new TalkingPointz Research Note looks at the current state of CCaaS and concludes it has become too limited and misleading of a label. CCaaS remains viable, but the industry has expanded beyond deployment models to include a broader focus…
Vonage Protection Suite Offers Counter-Fraud as a Service
Vonage’s approach to fraud protection ties monitoring, alerting, and automated controls to SMS and voice traffic while expanding its two-factor and Number Insight products.
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…
#InfoComm23 Highlight Reel #IC23
It’s been a while since i attended Infocomm. What an amazing show. https://bit.ly/43Uu3Of – Playlist of all TalkingPointz InfoComm Booth Tours https://bit.ly/3PufjBp – 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.
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…