Companies are flocking to voice biometrics and facial recognition for customer interactions. These technologies identify customers quickly, and save on average 30 to 60 minutes on each call or video…
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More than 70% of organizations are using AI to help them serve customers and improve customer service agent performance. But AI is a loaded acronym--adopting AI can mean dozens of…
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Employees and customers both have more power than ever before. With hybrid workplaces as the new norm, the best employees can work or look for work anywhere in the world.…
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As video conferencing has become an essential means of communicating and collaborating, so too has video conferencing burnout. As employees shifted to remote work, many companies simply changed their regular…
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IT and CX leaders around the world are planning for a hybrid workplace of the future, where employees work from any combination of home offices, company locations, and even coffee…
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Don’t compromise security, performance when moving to Teams, Zoom, and others Business technology leaders are re-evaluating their communications and collaboration portfolios as they plan for the future workplace. The shift…
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Unified communications applications including telephony, meetings, and team messages are now well established. Together they support effective meetings and workstream collaboration, but they don't fully replace the in-person experience nor…
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Regardless of the path the pandemic takes in the second half of 2021 it is clear that a large percentage of employees will continue to work remotely if offered the…
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Organizations are using more collaboration tools than ever before, creating new opportunities to enable the virtual workforce, but also introducing new risk and attack vectors. In this webinar we'll look…
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What makes a great customer journey? And what are the warning signs of problems? CX technology can be a blessing and a curse.
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