Communications Advantage, Inc.

By Sheila McGee-SmithSocial media management company Sprinklr enters the CCaaS market.

By Matthew VartabedianIn the news this week: Microsoft highlighted 32 new Teams features delivered during May 2023, while TCN debuted SMS consent tracking in its call/contact center platform and StoryStream published survey results detailing consumer interest in, and skepticism of, generative AI.

By Dave MichelsWith ChatGPT, we can’t trust all of what it says, and that means we can’t really trust anything it says.

By Matthew VartabedianA Twilio report found increasing personalization helps transform customers into repeat buyers – but underlying that is a change in how the generations (Boomers, Xers, Millennials and Zoomers) respond to that personalization.

By Eric KrapfIt’s not surprising that two of the first high-profile battles over AI in labor relations come from fields in which the human element is an absolutely critical part of the work.

By Zeus KerravalaGenerative AI is impacting the role of customer service agents, challenging the belief that AI might make these roles redundant. Despite significant, recent advancements there are situations where generative AI falls short – which, paradoxically, makes customer service agents both less and more important.

By Denise MunroMany parts of the United States still lack the advantages that high bandwidth service provides. It is time to bring these services to those parts of the country that have very slow or nonexistent internet services.

By Irwin LazarThe answer to a successful strategy isn’t forcing people back to the office, it’s ensuring the ability to engage regardless of location.

By Matthew VartabedianIn the news this week: Creston unveils new products to improve hybrid collaboration, while Q-SYS brings its audio/video/control expertise to Lenovo’s ThinkSmart product and Ribbon extends its integration to Zoom Phone.