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1 week ago | 
cxtoday.com | Susie Harrison
The contact center landscape is rapidly evolving, with conversational AI emerging as a transformative technology that is reshaping the way businesses interact with their customers. At the forefront of this AI-driven revolution is UC and contact center solution provider CallTower.
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1 week ago | 
uctoday.com | Susie Harrison
David Casem, CEO at Telnyx, discussed how multimodal AI is revolutionizing business communications. According to Casem, what was once just "a fancy IVR" has evolved rapidly, with costs decreasing significantly. He predicts that within a year, we'll see AI reach "superhuman" capabilities while becoming more affordable for businesses of all sizes. The power of multimodal AI lies in its ability to operate across multiple channels simultaneously.
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2 months ago | 
uctoday.com | Susie Harrison
A staggering 98% of respondents in an 8×8 survey agreed that customer experience is an organization-wide initiative. This reflects a shift where customer interactions are no longer limited to dedicated contact center teams. Instead, departments such as accounting, customer success, sales, and marketing all play a role in shaping the customer experience. Traditional UC is struggling to keep up and support this need for a collaborative approach.
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2 months ago | 
uctoday.com | Susie Harrison
Optimizing collaboration spaces is essential for modern organizations, improving productivity, employee well-being, cost management, and adaptability. Enhancing collaboration spaces offer benefits including: Boosting productivity: If collaboration spaces are poorly designed or contain limiting equipment, workflows can suffer. When employees can easily connect – whether in-person or virtually – they waste less time navigating obstacles and can focus on solving problems or innovating.
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2 months ago | 
uctoday.com | Susie Harrison
Email phishing attacks have been a persistent cybersecurity threat for years – and this is rapidly evolving. According to IBM’s Security Report, the threat rose at a staggering rate of 202% in the second half of 2024, driven by AI and increased email usage. To understand this alarming trend, we spoke with Sam an Account Manager for cybersecurity firm Pentesec, a sister company of Symity. We explore the evolution in email phishing and detail steps you can take to protect your enterprise.
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2 months ago | 
uctoday.com | Susie Harrison
Modern business video conferencing set ups are becoming increasingly complicated. Enterprises want to utilize cutting-edge technology that enhances collaboration for a hybrid workforce. As a result, IT teams are grappling with more complex set-ups and higher workloads. Logitech are rising to the challenge of delivering efficient, effective solutions that can be relied on at a moment’s notice with the Rally Board 65 – the company’s first all-in-one display.
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2 months ago | 
uctoday.com | Susie Harrison
AWS End User Messaging empowers developers to integrate scalable and reliable messaging capabilities into their applications. It’s the evolution of Amazon Pinpoint’s messaging capabilities and a suite of AWS products designed to help businesses communicate and collaborate with their employees, customers, or users. It includes tools for messaging, video conferencing, and collaboration – allowing teams to work together effectively, whether they’re in the office or remote.
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2 months ago | 
uctoday.com | Susie Harrison
Rich Communication Services (RCS) messaging is the next generation of smartphone communication. RCS is a more dynamic and engaging way to communicate and serves as an upgrade to the standard Short Message Service (SMS) and Multimedia Messaging Service (MMS) that we’ve all been using for decades. RCS transforms messaging with rich media, interactive features, and verified branding – driving deeper customer engagement. Now’s the time to embrace this emerging trend.
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2 months ago | 
cxtoday.com | Susie Harrison
We all know the saying that “a picture is worth a thousand words.” It’s not just a cliché – it’s supported by research. Studies have demonstrated that images can significantly influence a person’s thoughts and emotions more potently than words alone. Visual content is incredibly impactful. It simplifies complex information, enhances understanding, and improves human interactions. Yet, for many years, customer service leaders have struggled to effectively integrate visuals into customer interactions.
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Feb 12, 2025 | 
uctoday.com | Susie Harrison
In this engaging video interview, Susie Harrison, Head of Content, UC Today, sits down with Tyler Troutman, Global Strategic Market Development at Shure, to explore the critical role of flawless audio and security in Microsoft Teams Rooms. As hybrid meetings become the norm, ensuring audio equity is essential to maintaining engagement and inclusivity for all participants, whether they are in the room or joining remotely.
