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Online news and articles about enterprise IP-telephony, unified communications and converged networking world
By Matt VartabedianNLX Journey provides AI-powered experience for travel and hospitality industry, Atomicwork integrates AI assistant with Teams, and Vonage announces new intelligent SIP capabilities.
By Zeus KerravalaIntelligent virtual agents (IVAs) can help transform customer experience but present a massive risk-reward. Do it wrong and those patients will go elsewhere.
By Dave MichelsEffective automation and CX really starts with understanding what your customers want – and topic modeling can unearth the real needs your customers have.
By Lisa SchmeiserAI agents guiding new employees through onboarding could reduce human work – but require human attention to be executed correctly.
By Matt VartabedianCresta’s CEO provides his thoughts on how Gen AI can be used to identify customer and agent behaviors, correlate them and use that understanding to drive better business outcomes.
By Christina McAllisterWhen it comes to Gen AI after-call summaries, there’s a trade-off between latency and accuracy that must be delineated and resolved.
By Sheila McGee-SmithAs a recent class action lawsuit against Patagonia shows, solution providers and organizations face a growing number of challenges in deploying AI for customer service.
By Matt VartabedianAmazon Connect’s Contact Lens now provides generative AI-powered after contact summaries to agents immediately after the interaction ends.
By Martha BuyerTwo new verdicts could move technical decisions and implementation away from those who know the policies best, and lengthens the time it will take to accomplish legal adjustments to accommodate technology advancements.
Robert Lee Harris, Elizabeth (Beth) English Identifying areas and levels of risk is an important part of your 911 planning. This involves looking at everything related to 911 and includes non-technical details. Telecommunications platform and provider professionals have spent the last few years getting up to speed with new federal regulations for 911 emergency service. […]
There is no question that remote work during the COVID lockdown created a significant change in use of information and communications technology. How much has this impacted each age group, from students to retirees? This is a subject that prompts extreme viewpoints ranging from a cynical proclamation of younger generations living their whole life online, […]
The last few years have seen a dramatic change in work processes, driven by the need to provide access to business enterprise systems and data in an agile remote environment. This has created an acceleration of cloud computing and SaaS deployments, including Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). However, remote […]
A review of Empathy in Action: How to Deliver Great Customer Experiences at Scale by Genesys CEO Tony Bates and Dr. Natalie Petouhoff Two things are happening in today’s business world. Business and retail consumers are rapidly shifting the products and services that they use, and employees are taking a hard look at where they […]