The contact center industry, which stood still for the better part of several decades, has constantly changed for the past decade and a half. Contact centers were once voice-only, on-premises deployments used for inbound customer service. Then along came the shift to multi-channel as businesses looked to add support for e-mail, chat, web, social media, and other forms of communications.
This year, NICE held its annual Industry Analyst Summit in Peru, near one of the seven new wonders of the world, the Inca citadel Machu Picchu. I thought one of the new wonders of the world was a fitting backdrop for the event as much of it revolved around artificial intelligence (AI), which has become one of the new wonders of the IT world.
The company is positioning its AI technologies as a technology that will heavily influence the future of PCs, shifting the […]
Today, Zoom used Zoomtopia 2023 event to announce new innovations that strengthen its core business and enable Zoom’s continued expansion into the contact center business.
The lead item was the unveiling of a product that Zoom CEO had hinted at during the company industry analyst event, Perspectives, earlier this year: Zoom Docs, Zoom’s own document application available within the Zoom collaborative workspace.
8×8 is taking a step forward in the fight against SMS fraud. The cloud communication service provider launched a new solution called Omni Shield, designed to offer a robust protective layer for businesses and their customers.