“Our findings show that, after a poor experience, 21% of consumers who still choose to provide feedback are picking up the phone to share their thoughts, an increase of 4 percentage point change from ...

In a cloud-first world, is there still value in owning a premises-based unified communications system? The answer: It depends on what your vertical demands.

Workflow automation platforms powered by AI can help distributed teams streamline their processes, improve communication, and better collaborate for remote and global teams. By integrating AI deeply ...

Amazon Q in Connect gets more Gen AI capabilities for agents, CallMiner debuts AI Assist for its platform and Druid launches quality assurance testing for AI Agents. Also, Sembly, Miro and Smartsheet ...

Context matters in customer interaction, and Calabrio’s AI-powered Bot Analytics software helps companies find the intent ...

Enterprise Connect AI 2024 provided critical insights into how AI and advanced communication technologies are reshaping the customer experience (CX) landscape. Companies are redefining how businesses ...

At the closing locknote for EC AI 2024, four industry analysts shared their perspectives on where AI is today – it’s “mostly not working,” says one -- and where it might be going.

The real key component of the next-generation global network isn’t what it looks like, but how organizations will be able to manage it.

Unknown Speaker? Any AI worth its salt would know that was Technotronic’s 1989 song from Pump Up the Jam: The Album.In theory, Zoom could send the song to SHAZAM or another service to find out who ...

AI’s impact ranges from the contact center to customer experience, but it comes with risks that need to be acknowledged and mitigated.

In the same way entities that access, process, and hold data belonging to individuals or entities are held accountable under GDPR rules, these new EU AI rules will also apply to entities far beyond ...