The AI hype must translate into demonstrable business benefits.
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Next Generation 911 has improved calling features compared to Enhanced 911, especially when locating callers. But businesses face some compliance problems.
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Research and advisory firm Metrigy announced winners of its 2024 Customer Experience MetriStar program in 12 key technology areas that drive successful customer interactions.
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AI might get all the attention, but IT leaders are also concerned about some other key security vulnerabilities within their unified communications platforms.
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Contact centers that invest in agent assist technology can help their agents become more productive and eliminate tedious tasks to make their jobs easier.
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AI can streamline customer interactions and save organizations money, but will it replace customer service agents? Maybe, but customer service will always require a human touch.
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Organizations can use collaboration behavior data to track meeting attentiveness, establish better meeting habits and personalize channel feeds for employees.
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Critical as they are to a contact center operation and, ultimately, an organization’s ability to deliver on customer experience goals, supervisors haven’t necessarily received the same level of attention as…
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Companies using Microsoft Teams for meetings and messaging are at an inflection point. They want to add calling and contact center capabilities to Teams, but must do so in a…
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A moment of truth can turn a potentially positive experience into a negative one, and vice versa. Understanding moments of truth requires a complete knowledge of the customer journey.
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