In Eastern Management Group’s recent surveys, respondents cited the vendor’s balance of reliability and innovation.

Mitel launched Mitel Workflow Studio (MWS), a generative AI-powered low-code/no-code integration platform on Thursday.

The main cause of data loss is the end users: 58% of respondents said users were responsible for data loss incidents, while ...

Comms channel and software tool proliferation can damage productivity. Reducing that friction can improve employee and ...

Define what needs fixing before choosing AI solutions, ensuring technology serves specific business needs rather than trends.

Passing just enough context about a service interaction can assuage consumer trepidation over AI and build loyalty.

The use of unapproved AI tools can lead to data leaks or security vulnerabilities. Employers should instead bring AI use into the light.

Done right, AI agents can make the total customer experience feel more human, says CEO of agentic AI automation platform ...

Although AI concerns fuels burnout, agents in smaller contact centers view the technology more favorably than those at larger ...

With a new contact center platform as its foundation, Avaya is headed toward public cloud and on-prem deployments while leveraging partnerships for AI.

The European company’s different workplace culture and development make it a refreshingly different UCaaS option for anyone in the market.

Melissa is a recognized expert on VOIP, Cloud Phone System, and Contact Center at Swartz Consulting, LLC. She offers completely independent and unbiased technology consulting to guide clients in ...