Looking at the Future of Telecom Skillsets
To succeed in telecom in the next few years, IT professionals will need to build teams with new skillsets in areas like scripting, development and customer service, according to participants in an IAUG WIRED 2024 panel discussion. “Voice is alive and well, but the technology is constantly changing,” said IAUG board member Anna Maria DiFilippo, senior […]
Applying AI Throughout Your Organization
Today’s powerful AI tools can be deployed to improve the experiences of customers, contact center agents and supervisors, IT teams and business leaders, according to Jeff Karas, senior director product management, Avaya. “But to be successful, you need to focus on a specific experience and what you want to deliver,” he said at an IAUG WIRED session, […]
IT Leaders Offer Advice on Voice Migration
Are you planning on migrating voice services to the cloud? You will need to conduct a careful network assessment and inventory of users’ devices – and that’s just the start of the process, according to three IT leaders at an Enterprise Connect discussion, “Voice Migration – Critical Issues for a (Still) Critical Capability.” Melissa Swartz, […]
Using AI for Good Causes
From deepfakes to biases and hallucinations, much has been written about the negative aspects of generative AI tools like ChatGPT. But these powerful applications can also empower individuals by taking over routine tasks, while helping charities and non-government organizations (NGOs) advance causes for good. “With the power of human ingenuity and compassion, we can make […]
Lessons from IT Leaders Who Moved to UCaaS
If you’re planning to migrate your contact center to the cloud, don’t just move what you already have. Instead, take advantage of new applications and functions that could improve both your employee and customer experience. “Don’t cut yourself short,” said Melissa Swartz, founder, Swartz Consulting, who moderated an Enterprise Connect panel discussion, “UCaaS Case Studies: […]
Tips on Moving from CM to ACO
If you’re moving from Avaya Communications Manager (CM) to Avaya Cloud Office (ACO), Rick Gibbons has some advice about navigating the changes. He shared his company’s experience in an IAUG Wired presentation, “CM to ACO, Top 10 Differences for Users and Admins.” “ACO includes voicemail, video and texting, plus all the advantage of the cloud,” […]
Putting the CX Back in CX
When you talk about delivering a great customer experience (CX), which comes first – the technology or the people? For David Lover, the answer is clearly the customer. “As soon as you start talking about technology, you become a contact center professional,” said Lover, vice president of strategy and technology for C1. “That’s not a […]
Responsive Communications Strategies for Governments
Not every organization is racing to put its communications infrastructure in the cloud and invest in generative AI tools. In the government sector, for instance, there can still be a compelling case for on-premises data centers, and fiber connections between facilities. That’s certainly the case in Palm Beach County, Florida, according to Michael Butler, director […]
AI’s Next Step: Delivering Actionable Insights
Many IT professionals are wondering what’s next for generative AI tools like OpenAI’s ChatGPT and Microsoft’s Copilot considering all the hype of 2023. Seline Karakaya, founder and managing director of Excelerate Global, a venture capital and private equity advisory group, and Jeffrey Catteau, partner, AuxoAI, an early-stage AI company, discussed current trends at a recent BrightTalk […]
Managing Toll-Free Calling Challenges
Veteran telecom professionals know that toll fraud has been a problem for decades. Scammers would try to penetrate the PBX to make expensive overseas calls at the organization’s expense, or find ways to bill another entity for their hours-long conversations. While online voice and messaging applications and cloud-based platforms have transformed the long-distance sector, fraud […]
