Using over 20 years of experience in communications technology as his foundation, Jeremy Duke established Synergy Research Group in 1999, and today serves as chief analyst. His expertise and ...
Contact center agent churn has traditionally been high. “Attrition in the US right now is about 30% on average, and that’s been pretty standard for the past seven or eight years,” said Steve Morrell, ...
The air in Silicon Valley — and frankly, in every major tech hub globally — is thick with panic and anticipation. We are witnessing what many are calling the SaaS-pocalypse — a market correction ...
For years, many contact center strategies treated voice as a utility and a high-cost channel to contain. Digital self-service, chat, messaging and automation were positioned as lower-cost alternatives ...
The more technology changes in contact centers, the more consumer behavior stays the same. Consumers will use self-service and, when it doesn’t work, they want a human agent. If any part of that ...
NiCE announced today its intention to acquire conversational AI market leader Cognigy for a deal that values Cognigy at approximately $955 million, more than 25 times its revenue multiple of $37 ...
Last November, Microsoft debuted Work IQ – the “intelligence layer” behind Microsoft 365 Copilot and its AI agents. Work IQ grounds Copilot on each individual user’s data (email, files, meetings, ...
This week’s InfoComm conference in Las Vegas will draw tens of thousands of attendees from across the A/V spectrum. While the show covers a broad range of technologies, enterprise collaboration is ...
Microsoft is sticking to the message that Copilot adoption and usage are a growing part of its profits. The company said the number of customers with more than 50,000 Copilot seats increased more than ...
For years, enterprises have worried about technical debt, the long-term costs created by taking shortcuts in software development. Now, thanks to the growing prevalence of generative AI applications ...
UCaaS and CCaaS pricing has been moving toward simplicity for the past decade. Buy a seat. Pick a tier. Add phone numbers, minutes, storage, workforce engagement, compliance, analytics or premium ...
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