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NICE Announces New AI-Powered Robotic Process Automation, Accelerating Organizations’ Digital-First CX Strategy

BCStrategies

12/22/2022 - 00:00

In addition to reducing process analysis time and automating manual tasks, the innovative new capabilities also help organizations boost ROI and maximize the value of...

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Contact Center, Unified Communication, Unified Messaging (Email, Voicemail, SMS, Chat), Contact Centers, Social Business, Artificial Intelligence (AI), customer experience (CX)

Daren Finney on Mitel’s Customer Lifecycle Management Initiative

Blair Pleasant

08/18/2022 - 15:18

BCStrategies’ Blair Pleasant spoke with Daren Finney, Senior Vice President, Global Channels for Mitel about the company’s initiative around Customer Lifecycle...

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Infrastructure, Operations, Video Collaboration, Team Collaboration, Contact Center, Unified Communication, Mitel Customer Lifecycle Management (CLM), Daren Finney

Consilium Customer Engagement Platform Software Products are now Orderable from Genesys AppFoundry

BCStrategies

07/08/2022 - 11:06

Consilium products for Genesys available on AppFoundry, the industry’s largest CX-dedicated marketplace.

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Contact Centers, UCaaS, Hybrid Cloud, Customer Relationship Management (CRM), Genesys AppFoundry®, customer engagement, Artificial Intelligence (AI), Consilium’s AI-powered Customer Engagement Platform (CEP)

Reliance on AI for Decision Making

Martha Buyer

07/08/2022 - 07:00

It is way too easy to believe the oft-made claim that a system can be without bias. It can’t. Ever. We all have biases, and so do the works we create. As such, it is...

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Mobility, Video Collaboration, Team Collaboration, Business Phone Systems, Infrastructure, Operations, Contact Center, Unified Communication, Artificial Intelligence (AI), ethics

Employee Engagement All the Rage at Verint Engage

Blair Pleasant

06/20/2022 - 22:06

At Verint Engage, Verint’s annual customer event, attendees heard how the company’s platform and technologies can close the gap created between customer expectations and...

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Infrastructure, Operations, Video Collaboration, Team Collaboration, Contact Center, Unified Communication, Verint Engage, Dan Bodner, Verint Customer Engagement Cloud Platform, Artificial Intelligence (AI), One Workforce

How to Get Real Value From UC and CC with Genesys and Zoom

Blair Pleasant

06/10/2022 - 10:01

Breaking down the barriers and silos of UC and contact center creates “CX for Everyone” (CXE), where anyone within an organization, no matter where they are located, can...

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Infrastructure, Video Collaboration, Team Collaboration, Business Phone Systems, Contact Center, Unified Communication, Genesys Xperience, customer experience (CX), employee experiences (EX), CX for Everyone (CXE), Genesys Cloud CX contact center, Zoom Phone

Zoom and Genesys Announce Strategic Agreement Uniquely Positioned Around Zoom Phone to Improve Collaboration and Customer Experiences

BCStrategies

06/07/2022 - 12:59

Genesys to actively enable indirect and direct channel with combined Zoom Phone and Genesys Cloud CX solution.

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Video Collaboration, Team Collaboration, Business Phone Systems, Unified Communication, Contact Center, Contact Centers, Genesys®, Zoom, Zoom Phone, Genesys Cloud CX™

Watch This Space Podcast: The Metaverse, Innovation and Invention - Thinking Bigger About Future of Work

Jon Arnold

06/07/2022 - 12:35

What started as an exploration of the continued challenges faced by businesses to get workers back to the office, veered into the unchartered waters of the metaverse for BCStrategies' Jon Arnold...

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Infrastructure, Operations, Contact Center, Video Collaboration, Team Collaboration, Business Phone Systems, Unified Communication, Watch This Space podcasts, NICE, metaverse, future of work

GoTo Resolve Expands Functionality to Further Enhance All-In-One IT Management and Support Solution for SMBs

BCStrategies

06/07/2022 - 11:15

GoTo Resolve progresses further into remote monitoring and management solution space for small and midsize businesses with new features and updates; announces milestone...

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Mobility, Infrastructure, Operations, Contact Center, Team Collaboration, Business Phone Systems, Unified Communication, GoTo, GoTo Resolve, Remote Monitoring and Management (RMM), IT support platform, SMBs

TalkingHeadz Podcast: David Sipes of 8x8

Dave Michels

06/02/2022 - 07:00

In their TalkingHeadz on Enterprise Communications podcast series, BCStrategies Experts Dave Michels and Evan Kirstel talk with various guests mostly related to enterprise communications. This...

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Operations, Video Collaboration, Team Collaboration, Unified Communication, Business Phone Systems, Contact Center, David Sipes, 8x8, UCaaS, XCaaS

Your call is important to us, please hold... for three minutes max, Spain says

BCStrategies

06/01/2022 - 16:05

Exasperated by hanging endlessly on the telephone to speak to a human being at a call centre? Spain aims to end the anguish by requiring companies to attend to customers...

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Video Collaboration, Team Collaboration, Business Phone Systems, Unified Communication, Contact Center