Thanksgiving has passed in the U.S., so it’s on to the December holiday season — but before we can deck the halls and jingle some bells, an important event is coming up: AWS re:Invent 2023. This upcoming week, an estimated 60,000-plus people will descend upon Las Vegas to check out the latest and greatest from the cloud computing leader.
The communications industry is rapidly shifting from best of breed to best of suite. When it comes to interacting with employees and customers, there are many ways to do it. Historically, customers have had to buy product A for calling, product B for meetings, product C for contact center, and so on.
Brands used to differentiate themselves based on product quality, the people they had, or price. Not so today, as customer experience reigns supreme.
An interesting data point from my research is that today, 90% of organizations compete on CX compared to only 27% five years ago. In many cases, a single, bad experience can mean losing a customer.
Collaboration vendor Zoom is holding its annual user event, Zoomtopia, in San Jose this week. While the company made many announcements, the highlight of CEO Eric Yuan’s keynote was the introduction of Zoom Docs, which puts Microsoft Word and Google Docs in the crosshairs.
The end of summer is here, which means for those of us in the communications space, it’s time for Gartner to release its updated Magic Quadrant for Contact Center as a Service.
Unlike in years past, where the year-over-year difference was negligible, 2022 to 2023 saw significant changes and surprises. Below are the notable points from the 2023 CCaaS Magic Quadrant.