Artificial Intelligence (AI)

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When Algorithms Assume

Artificial Intelligence is a major topic today, not just in communications and Contact Centers, but across business. Most of the current crop of business-focused “AI” is in fact Machine Learning (ML). In ML, a large data set is used to “train” the algorithm to predict an outcome based on a range of interacting variables. Using modern data sets that have millions and even billions of test sets and thousands of variables, the ML program is able to train a neural network to predict an outcome.

TalkingHeadz Podcasts

In their TalkingHeadz on Enterprise Communications podcast series, BCStrategies Experts Dave Michels and Evan Kirstel talk with various guests most

TalkingHeadz Podcasts

In their TalkingHeadz on Enterprise Communications podcast series, BCStrategies Experts Dave Michels and Evan Kirstel talk with various guests most

Musings from Cisco 10th Annual Contact Center Sales Summit

Musings from the Cisco 10th Annual Contact Center Sales Summit

Last week Cisco held its annual Contact Center Sales Summit in Hollywood, Florida. This year's gathering of product managers, sales overlays, channels, and technology partners increased in size by 50% and, for the first time, included some customers. Cisco collaboration applications business grew 15% last fiscal year, a noticeable uplift over the previous ones. It gave the company the opportunity to share its ambitions for its contact center product line.

Voice Summit 2019 – Brave New World

Voice Summit 2019

Here’s my main message from last week’s conference in Newark – the future of voice has nothing to do with telephony.

In fact, the future of voice has nothing to do with telephony, and it doesn’t have much to do with PCs or mobile phones either.

These are the cornerstones of the business communications world we know so well, so how can this be? What’s left?

At Five9’s first analyst summit since Rowan Trollope became CEO, a group of industry analysts had the opportunity to spend a day and a half with th

Enterprise Connect 2019

Experience, experience, experience – that was the theme at this year’s Enterprise Connect.