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Category: Contact Center

The Futurum Group’s Daniel Newman and Keith Kirkpatrick provide their insights and analysis on the new Avaya-Alvaria partnership, as their collaboration looks to bring deeper focus on proactive customer outreach and a deeper partnership overall that aims to leverage the unique capabilities and strengths of each organization.
CCaaS Provider’s Partnership with Google Cloud Enables Expansion into New Markets
Open CCaaS, New AI Capabilities, Engagement Data Insights, and Enterprise Experience Management Introduced
Pega Survey Finds Trust Issues Remain Around the Use of AI
Low-Latency Summarization Capabilities to Improve Efficiency and Collaboration
CCaaS Provider Targets ROI-Focused Innovations, Balanced Expansion
AI-Powered Workforce Management Offers a Simplified Path to the Cloud
ACSI Survey Finds That Both Full-Service and Value-Oriented Carriers Face Challenges
Zendesk AI Integrates Proprietary Models, Generative, and Large Language Models
Generative AI Tools Will Help Support Live Agent Performance Improvement
TalkDesk Conversation Expert Highlights Best Practices for Virtual Agent Design
Vendor Seeks to Highlight Platform’s Full CX Capabilities, Beyond Just Live-Agent Customer Service