Contact Lens for @amazon Connect evaluation capabilities are now GA - new ML capabilities designed to reduce the time managers need for manual reviews while identifying agent coaching needs. #CCaaS #cctr #CX http://ow.ly/E5VX50NYBb9

Trends and Predictions for CCaaS and the Contact Center - #cctr #CCaaS #CX #custserv @ucxusaexpo http://ow.ly/tKBJ50NY6l2

M&A news: @Nextiva Acquires AI Company @Simplify360 to Transform How Businesses Deliver Amazing Support Across Online Channels. Adds social media, reputation management, live chat and helpdesk CRM. #ucoms #UCaaS #CCaaS #CX http://ow.ly/hgpi50NN2hi

.@dialpad is on a roll - surpassed $200M in ARR, and announced a series of major generative #AI advancements to transform how companies communicate, collaborate, and sell. Meeting recaps, RT guidance, & more. #CCaaS #CX #custserv http://ow.ly/f42950NLfBe

My latest research piece on The Growing Need for Knowledge Management in the #cctr on @BCstrat #CCaaS #AI #CX @Five9 @Avaya @Cisco @Genesys @eGain @Verint @NICECXone @salesforce http://ow.ly/ukE450NHe6I

So whose #custserv tech will the IRS be using? "the I.R.S. intends to become a “digital first” organization that provides “world class” service to taxpayers. ..will allow easier communication with the I.R.S. #CX #CCaaS http://ow.ly/KLw350NEbJ0

EC 2023 – All Abuzz About #AI. My takeaways from #EnterpriseConnect. Video interviews with @NICECXone @cresta @srkolman @EdwinMargulies @EdifyCMO @edifycx @SpokePhone @jasonkerr @PolyCompany #UCaaS #ucoms #CCaaS #cctr @BCstrat http://ow.ly/XPap50NAtHc

Webinar: Join @balto_ai for a Collections Roundtable: Best Practices in a Shifting Compliance Landscape. Wednesday, April 5th at 1:30 PM CST. #CCaaS #cctr #AI #custserv http://ow.ly/jPzn50Nxf58

If you're at #EnterpriseConnect, come to the #UCaaS + #CCaaS session today at 3:00 - with me, @Vonage @RingCentral @GoTo @Genesys - https://schedule.enterpriseconnect.com/session/ucaas-plus-ccaas-what-are-the-use-cases-where-are-the-hurdles/891075

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RT @Sand_NoFilter
To go along with my recent post, one of the big news @Sprinklr is +100 new features, including new #CCaaS options, are now available! Find out how my team and the rest of the organisation can help redefine service for digital consumers like you 💡http://ms.spr.ly/60155hO03 #CS #AI
https://twitter.com/Sand_NoFilter/status/1639237636740255744

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RT @evankirstel
The @tekvizion 360 program dramatically accelerates the entire #testing function. Get access to the industry’s most comprehensive lab, automation tools, and a top-notch testing team – all for a single annual subscription.
https://www.tekvizion.com/tekvizion-360/ #cisco #CIO #CTO #ucaas #ccaas
https://twitter.com/EvanKirstel/status/1639019190039515136

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RT @Vonage
What are the most likely use cases for #UCaaS + #CCaaS? We're joining the conversation with @blairplez at #EC23. Here's a preview. https://bit.ly/42tgUvr @nojitter #Cloudcomm
https://twitter.com/Vonage/status/1638262439149031449

Looking forward to my session next week at #EC23 #EnterpriseConnect23 : #UCaaS Plus #CCaaS: What are the Use Cases, Where are the Hurdles? #ucoms #cctr #CX http://ow.ly/Eccu50Noqu3

Stalling stagnation with smart solutions - With the right workforce engagement management (WEM) tools, #cctrs can increase agent productivity and cut costs while improving #CX. @NICECXone #CCaaS #WFO #WEM http://ow.ly/iaKE50NheqZ

Great integration between @RingCentral and @balto_ai - RingCentral Adds AI Guidance App for Contact Centre. #cctr #CX #CCaaS http://ow.ly/AXZA50NfZ1y

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RT @arnoldjon
Am 1 of 12 @SCTCconsultants members speaking @enterprisecon - how many will you see? #enterpriseconnect #HybridWork #ucoms #ucaas #cctr #ccaas #collaboration https://www.sctcconsultants.org/ @SteveLeaden @MelissaSwartz @DaveMichels @tbrannen @martha_buyer @EnglishEenglish @blairplez
https://twitter.com/arnoldjon/status/1633837167440171008

Great to see more integrated #UCaaS & #CCaaS offerings - @Cisco Webex Contact Center Now Certified for @MicrosoftTeams Teams. #ucoms #cctr http://ow.ly/KWwr50NbhNH

Really interesting article in the WSJ about #AI in the #cctr. @NICELtd and @cresta are mentioned, but not sure it's in the most positive light. Be sure to read the comments - very eye opening. #CX #CCaaS https://www.wsj.com/articles/ai-chatgpt-chatbot-workplace-call-centers-5cd2142a?campaign_id=9&emc=edit_nn_20230302&instance_id=86649&nl=the-morning&regi_id=101905931&segment_id=126660&te=1&user_id=1a5abc62d7b75a43d31155d0899231fa

Really interesting article in the WSJ about #AI in the #cctr. @NICELtd and @balto_ai are mentioned, but not sure it's in the most positive light. #CX #CCaaS http://ow.ly/p7e750N8LVs

Good article on "Forging genuine customer experiences through AI" by @jdrosen2. Collaborative intelligence - Pulling together the right balance of human empathy and judgment, with the speed and scale of AI. #CX #CCaaS #custserve http://ow.ly/hVQF50N3WHV