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.
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.
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…
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…
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.
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.
UJET Launches Native Workforce Management Solution
The WFM offering will help streamline and leverage available operational data
Celebrating Innovation in Collaboration at #EC23
Presenting the Innovation Showcase Companies to be highlighted at Enterprise Connect 2023.