Editor's note
Enterprise Connect 2024, the largest business communications and collaboration event in North America, took place March 25-28 at Gaylord Palms Convention Center in Orlando, Fla.
New tracks included AI and automation; data and analytics; employee experience; and the future of communications and collaboration. For AI, the focus was on copilots, digital assistants and generative AI. UCC sessions covered security and governance, while the sessions focused on contact center and customer experience trends covered AI, virtual agents and customer engagement data. Additional panels featured end-user organization case studies on digital transformation and using new technology.
Check out the news coverage posted throughout the conference, with insights from industry leaders, UC experts and end-user organizations.
1News from the conference floor
As this year’s conference makes clear, the tactics, technology and tools in the UCC field are rapidly evolving. Learn the latest trends in the world of UCC here.
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AWS, Google release contact center GenAI tools
AWS releases contact center workforce management features and post-call summaries powered by GenAI; Google previews its own for Contact Center AI Platform. Read Now
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Zoom spreads AI across collaboration services
Zoom's new AI-powered Workplace enters a market in which enterprises worry about the loss of data control in AI applications spreading across collaboration platforms. Read Now
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Cisco releases Webex AI Assistant for office, contact center
Cisco brings AI Assistant for Webex to Enterprise Connect. Analysts break down the timing and potential for the new features available for office collaboration and contact center. Read Now
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Avaya simplifies contact center line, inks Zoom partnership
Zoom to work natively in Avaya hardware-software work collaboration environments; Avaya revamps contact center lineup to reflect changing CX landscape. Read Now
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Talkdesk releases on-prem AI contact center automation suite
Contact center as a service users have a leg up on generative AI integrations because of the nature of cloud infrastructure, but on-premises customer service will get theirs. Read Now
2Navigate the UCC market
Now that organizations are coming out of pandemic-era crisis mode, they need to look forward to the future of work and how communication technology will support hybrid employees and strengthen corporate culture.
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Enterprise Connect 2024 brings AI reality check
The annual business communications conference highlights the trends that are expected to drive UC and CX buying decisions over the next few years. Read Now
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Recapping Enterprise Connect 2024
Enterprise Strategy Group analysts recap the top trends at Enterprise Connect 2024, including generative AI for UC and CX, the need for AI governance and the digital workplace. Read Now
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Will AI replace customer service reps?
AI can streamline customer interactions and save organizations money, but will it replace customer service agents? Maybe, but customer service will always require a human touch. Read Now
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3 ways to take advantage of collaboration behavior data
Organizations can use collaboration behavior data to track meeting attentiveness, establish better meeting habits and personalize channel feeds for employees. Read Now
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Creating equity for women in communications and technology
Creating a more equitable workplace starts at the top. Female IT leaders at Enterprise Connect explain how to create a culture that supports women in communications. Read Now
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AI, toll fraud and messaging top the list of UC security concerns
AI might get all the attention, but IT leaders are also concerned about some other key security vulnerabilities within their unified communications platforms. Read Now
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How agent assist technology works in the contact center
Contact centers that invest in agent assist technology can help their agents become more productive and eliminate tedious tasks to make their jobs easier. Read Now
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AI drives new speech technology trends and use cases
The next generation of AI-based speech technology tools will have much broader, organization-wide impacts. No longer can these tools be viewed in a vacuum. Read Now
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Enhanced 911 transitions to Next Generation 911
Next Generation 911 has improved calling features compared to Enhanced 911, especially when locating callers. But businesses face some compliance problems. Read Now
3Pre-conference coverage
Enterprise Connect 2024 will focus on a variety of new and advanced tech topics. Learn more about things like VR, GenAI and contact center innovations here.
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In 2023, generative AI made inroads in customer service
This year saw the rise of new intelligent capabilities for contact centers to support human and virtual agents in their abilities to deliver effective answers and services faster. Read Now
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Cisco unveils Webex AI tools for hybrid work, contact center
The vendor's new Webex AI offerings include Real-Time Media Models to track users' voices and movements and Webex AI Assistant tools for making, altering and suggesting messages. Read Now
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Observations from the intersection of UCC and EUC
End-user computing tends to overlap with numerous other business technologies, such as cloud computing, security and mobility. But one of the areas with the most overlap is UCC. Read Now
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How AI is transforming the BPO industry and contact centers
Everyone is talking about AI, but which organizations are adopting it? BPOs are a great example, especially AI for internal CX strategies and contact centers. Read Now
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Enterprise Connect 2024 brings AI reality check
The annual business communications conference highlights the trends that are expected to drive UC and CX buying decisions over the next few years. Read Now