Tag: contact center

Connecting the front line: How 8×8 Pulse and Resolve fix corporate blind spots

Enterprise software architecture has long suffered from what can be called an “integration tax.” When an organization deploys a communications platform, it rarely stops at the basic functions, such as calling and messaging. To extract operational value, it must overlay data analytics layers, emergency notification systems and context-matching engines. Each addition introduces architectural complexity, data egress liabilities and synchronization latency. This week communications provider 8×8 expanded its AI tool suite.

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Connecting the front line: How 8×8 Pulse and Resolve fix corporate blind spots

Speed, Frankenstein, voice and other takeaways from NiCE CEO Scott Russell’s keynote at Analyst Summit

Contact-center-as-a-service leader NiCE Ltd. is holding its analyst event in Vienna, Austria, this week, and it’s the first one with Scott Russell as captain of the Starship NiCE. The chief executive isn’t the only new leader, as Michelle Cooper is now running marketing and Jeff Comstock takes over as the president of products and technology. Russell, Cooper and Comstock all succeeded some of the longest-tenured and successful executives in communications as Barak Eilam, Einat Weiss and Barry Cooper respectively, all stepped down within the last year.

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Speed, Frankenstein, voice and other takeaways from NiCE CEO Scott Russell’s keynote at Analyst Summit

Cisco positions itself for the next era of AI at WebexOne

As Cisco Systems Inc. held its WebexOne conference this week in San Diego, to no one’s shock the theme of the 2025 event was artificial intelligence — and, of all the markets Cisco plays in, the ones Webex addresses have the most direct end user impact. “We are squarely in the next era of AI, where we are moving from chat bots that answer questions to agents that are going to conduct tasks and jobs almost fully autonomously on our behalf,” said Cisco Chief Product Officer Jeetu Patel.

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Cisco positions itself for the next era of AI at WebexOne

NiCE-Snowflake partnership addresses a significant AI customer pain point

One of the major announcements at contact-center-as-a-service leader NiCE Ltd.‘s Interactions user event in Las Vegas last week was a partnership with Snowflake Inc., the cloud-based data warehousing company. This might seem like a strange partnership as typical partners for contact center vendors include customer relationship management companies, service firms and the like, but this addresses a huge customer pain point, which is management of data.

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NiCE-Snowflake partnership addresses a significant AI customer pain point

Mitel brings AI to its multicloud contact experience offering

Communications provider Mitel Networks Corp. today is rolling out a new artificial intelligence-powered customer experience platform to help businesses optimize customer interactions by integrating with existing communication tools.

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Mitel brings AI to its multicloud contact experience offering