CallRail can now track leads from AI-powered search engines, Grammarly intends to acquire Coda, SIPPIO partners with Mutare for improved voice security and Enghouse buys Aculab.

A contributor called it last month and we’re confirming it with our own year in review – this is the year Teams took over UCaaS.

Will generative AI replace contact center agents? Not yet, but it may have value in assisting agents. As litigators begin to go after AI systems and those that deploy ...

A look back at some of the key trends in POTS, Gen AI security and workplace collaboration, as well as some insights on ...

Companies are beginning to recognize the direct correlation between empowered employees equipped with real-time data and satisfied customers. This partnership dispels the myth that the only companies ...

It’s been clear for a while that the contact center market is where the action is. Most UCaaS vendors have added CCaaS capabilities to their offerings, and many are now leading with CCaaS rather than ...

CallRail can now track leads from AI-powered search engines, Grammarly intends to acquire Coda, SIPPIO partners with Mutare for improved voice security and Enghouse buys Aculab. The return-to-office ...

The promise of AI tools with the agency to make decisions has potential – but adopters would be wise to understand what AI agents can do well. CallRail can now track leads from AI-powered search ...

Big Avaya news: Alan Masarek, President and CEO for its transformation, retires. Patrick Dennis, current Chairman of the Board, takes over. This partnership dispels the myth that the only companies ...

From identifying data silo challenges to examining the shifting nature of customer interactions to anticipating how AI changes a contact center agent’s role, the 2023 NICE Analyst Summit encapsulates ...