IT and business leaders should consider how they will roll out AI in the future, how they will integrate collaborative data sources, and what platform(s) makes sense for their environment.

Don't impose onsite, hybrid or remote workplace policies based on personal preference. Find a way to collect data to inform ...

The new suite underscores AI’s increasing role in delivering personalized customer experiences while ensuring compliance with industry regulations.

One of the most meme-able Zoom meeting moments happened three and a half years ago, when lawyer Rod Ponton was unable to turn ...

Microsoft has become so dominant in enterprise communications that it’s hard not to compare it to the Bell System. But global monopolies in telecom have vastly different implications.

The event gave analysts an opportunity to talk to customers and see how AI, automation and knowledge management are improving their businesses.

While the proliferation of Operator Connect options initially was a positive, the current overwhelming number of options, and the complexity of managing an on-going voice environment, can easily ...

As both Genesys and NICE push the boundaries of AI, automation, and journey orchestration, their technology feature sets and workflows are reshaping customer service technology.

NICE has evolved as an organization -- led by a CEO who, rather than asking “What’s the next big thing?” asked, “How fast is it coming?” -- and provided a primer to attendees at a recent event on how ...

As artificial intelligence (AI) and automation evolve, the concept of "digital workers" is becoming an integral part of modern customer service ope ...

Also, Otter.ai adds new languages to AI Meeting Assistant, GoTo launches new integrations, and Grammarly announces new ROI and communications measurement tools.

Implementing AI agents rapidly transforms the contact center industry, bringing improved benefits and productivity for employee retention and lead generation ...