Enterprise Connect has come and gone, and once again, it was a whirlwind of information, networking, and non-stop meetings. During the 3 ½ days when I called the Orlando Gaylord Hotel my home, I had:
Oxford’s Word of the Year for 2023 may be “rizz,” but for those of us in the business communications world, the word of the year was definitely “artificial intelligence” (okay, that’s two words) or “generative AI” (three words?). Looking back on 2023, anything having to do with AI was hot, and anything related to generative AI was even hotter.
With artificial intelligence (AI) being hailed as the technology of the year, the role of knowledge management (KM) for contact centers has never been more important. Self-service, chatbots, virtual agents, and digital tools all rely on knowledge bases and knowledge management behind the scenes. In the new digital-first customer service environment, and with the rapid rise of chatbots, effective knowledge management tools are essential.
By now you’ve read several articles about Enterprise Connect 2023, and perhaps even watched some of the keynote sessions presented by AWS, Cisco, Google, Microsoft, and RingCentral.
My contributions to BCStrategies take many forms, and from time to time I’ll do a spotlight feature, usually focused on a particular technology that’s important to the collaboration space. This time around, the format is an executive Q&A, which I recently did with long-time industry colleague, Steve Johnson of Ingate Systems. Entering its 20th year, Ingate is an SBC pioneer, and Steve runs the North American operation, which accounts for some 80% of overall revenues. Here’s our conversation, and I hope you enjoy it.
Over the last month, I rarely left my house, certainly didn’t travel, yet I participated in five virtual events, and still managed to get my regular slate of work done. Pre-COVID-19, I would travel to one or two events a month – maybe three during busier times, but never five.
By Blair Pleasant and Kevin Kieller
Deep insights to help you understand the path to success and potential challenges related to achieving usage and adoption of unified communications and collaboration tools
The pictures of people not practicing social distancing are disturbing. In the midst of the global COVID-19 pandemic, one would hope some version the old saying, “The right to swing my fist ends where the other man’s nose begins,” (attributed to Oliver Wendell Holmes, Jr., John Stuart Mill, Abraham Lincoln and others) would apply now more than ever. In short, liberty for health, keeping civil order and a myriad of other reasons has boundaries.
Here are some quick thoughts and guidelines for combatting the Zoombombing phenomena in Zoom Meetings.