CCaaS

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. 

I recently attended my first in-person analyst event in18 months, and it sure was NICE (pun intended). The NICE team put on an amazing event, in terms of both content and the Analyst Experience (AX - a new term I coined). Taking place in Jackson Hole, Wyoming, we got to experience a scenic helicopter tour, and all that Jackson Ford Ranch had to offer including a choice of horseback riding, bison encounters, fly fishing, nature walk, archery/axe throwing, and more.

At Vonage’s analyst conference in San Francisco last month, a group of analysts got to preview the newly branded Vonage which was introduced at the company’s inaugural user and developer conference, Vonage Campus. All of the brands are now simply Vonage – say goodbye to Nexmo and NewVoiceMedia, or separate business and consumer brands. As part of the rebranding, Vonage introduced a nice new logo and beautiful gradient color scheme and design for its website, dashboards, and more.

With the theme “Powering Seamless Communications and Strategy,” Mitel provided an update on its products and strategy at its annual analyst and consultant summit in Dallas, while addressing “the elephant in the room,” otherwise known as its acquisition strategy.