A busy week at AWS re:Invent started with a few key announcements from AWS, with contact center innovation being front and center. The contact center sector has largely stood still for the better part of four decades. While there has been an effort to move the systems from on-premises to the cloud, contact centers largely operate today as they did years years ago.

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AWS Aims to Reinvent Contact Centers with Gen AI

Cisco is holding its annual Partner Summit this week in Miami. At the event, Cisco rolled out several new tools and enhancements to existing products, services, and programs. One of the significant announcements is the overhaul of the Partner Incentive Program, which represents the most substantial change in over a decade.

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At Summit, Cisco Revs Up Its Partner Engine

Enterprises face many challenges, including too many systems and management dashboards to check. On the network side, those problems are compounded by an array of technologies needed to bind the organization together—including separate wired, Wi-Fi, and private 4G/5G networks.

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Success with Private 5G and Wi-Fi Requires Unified Management

In response to a surge in generative artificial intelligence (AI), NVIDIA made significant updates to its Jetson platform for edge AI and robotics. The updates focus on the Isaac Robot Operating System (ROS) framework and Metropolis, two primary components of the platform.

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Generative AI is Coming to Robots, Courtesy of NVIDIA

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.

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Avaya at GITEX 2023: Metaverse for Customer Care