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.

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.

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 ...

Too many enterprises spend too much time providing guest wireless connectivity when 5G is available just about everywhere.

Leveraging real-time and historical customer data, AI can create personalized interactions that demonstrate an understanding of individual preferences, fostering that trust.

Your company’s data may be critical to the next leap forward in AI models and real productivity gains from AI may be a decade away.

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This “data will differentiate” statement is critical for enterprises exploring the use of AI either through current deployments with or potential future implementations for their employees and/or ...