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.

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

As AI and automation evolve, the concept of digital workers is becoming an integral part of modern customer service operations.

While different cohorts claim to have different levels of trust in AI, when it comes to specific use cases, there were ...

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.

Zoomtopia, the annual Zoom customer and partner conference, was held October 9-10 in San Jose, CA. An audience of ...

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

At WebexOne 2024, Cisco unveiled the Webex AI Agent, AI Agent Studio and other AI features for both the Webex AI Assistant and Contact Center ...

Zoom is not without competition here. Companies like Blackboard and Canvas have long-standing relationships with educational institutions and offer deeply integrated solutions. Newer players like ...

I had the opportunity to attend the inaugural Enterprise Connect AI (ECAI) conference recently and was pleasantly surprised at the level of audience participation and discourse. While the event was ...