Enterprise Software: Page

History and evolution of contact centers

Alexander Graham Bell, Steve Jobs and the Baby Bells played notable roles in the contact center's transformation into the front line of communication for businesses and customers.

By George Lawton • Aug. 16, 2024

What is call management?

Call management is a process in which inbound telephone calls are routed to call center agents.

By Alexander Gillis • Aug. 16, 2024

AI breaks ageism barriers for older entrepreneurs

AI and demographics are transforming entrepreneurship, according to VC Katerina Stroponiati, whose new firm focuses on funding startup founders ages 50 and older.

By Patrick Thibodeau • Aug. 16, 2024

An explanation of fishbone diagrams

Fishbone diagrams assist in root cause analysis to identify the core issue of a problem.

By Tommy Everson • Aug. 16, 2024

What is the difference between Windows 10 vs. Windows 10 IoT?

There are several key differences between Windows IoT and a regular Windows desktop OS, so organizations must compare these systems to ensure they deploy the right OS.

By Marius Sandbu • Aug. 16, 2024

The top 7 video marketing trends

Video marketing trends, such as user-generated content, influencer marketing and virtual and hybrid events, can help brands expand their reach and engage more customers.

By Tim Murphy • Aug. 16, 2024

As AI evolves, manufacturing will face an old data problem

New capabilities in AI technology hold promise for manufacturers, but companies should proceed carefully until issues such as data quality are resolved.

By Jim O'Donnell • Aug. 15, 2024

What is a voice user interface (VUI)?

A voice user interface (VUI) is a type of interface that relies on speech recognition technology to enable users to interact with an application or device through voice commands.

By Robert Sheldon, Shraddha Kakade • Aug. 15, 2024

What is geolocation? Explaining how geolocation data works

Geolocation technology identifies physical locations of devices and individuals based on information such as geographic coordinates and internet protocol addresses (IP address).

By Cameron Hashemi-Pour • Aug. 15, 2024

For workers, AI’s chief impact might be distress

Early evidence suggests AI is reducing the need for some workers, such as those in customer service, and concern about AI's impact is evident in an ongoing survey.

By Patrick Thibodeau • Aug. 14, 2024

An explanation of Industry 4.0 use cases

Industry 4.0 can be used across a number of industries, including retail, food service and cybersecurity.

By Cameron Hashemi-Pour • Aug. 14, 2024

An introduction to Industry 4.0

Here are the basics of Industry 4.0 -- the fourth industrial revolution -- featuring AI, IoT and cloud technologies.

By Cameron Hashemi-Pour • Aug. 14, 2024

Electronic vs. digital signatures: What’s the difference?

Many people think e-signature and digital signature are interchangeable terms, but an electronic signature differs from a digital one in critical ways.

By Geoffrey Bock , Michaela Goss • Aug. 14, 2024

The ultimate guide to contact center modernization

Advanced technologies, omnichannel support, agent performance, data security and ROI are keys to modernizing contact centers, but AI integration and customer personalization dominate.

By Ron Karjian • Aug. 14, 2024

Explaining third-party cookies vs. tracking pixels

Websites personalize content using third-party cookies and tracking pixels but do so in different ways.

By Tommy Everson • Aug. 13, 2024

How to fix Windows 11 desktops after CrowdStrike outage

IT administrators had to jump into action after the CrowdStrike outage to recover faulty desktops. Learn how to use the Microsoft Recovery Tool to fix Windows 11 issues.

By Brien Posey • Aug. 12, 2024

10 best practices for contact center quality assurance

To ensure quality and results in the contact center, businesses must define clear metrics, use real-time analytics, seek customer feedback, upskill agents and automate everywhere.

By Kathleen Richards • Aug. 9, 2024

What is DEI? Understanding Diversity, Equity and Inclusion in HR

Diversity, equity and inclusion is a term used to describe policies and programs that promote the representation and participation of different groups of individuals.

By Nick Barney, Linda Rosencrance • Aug. 9, 2024

10 tips to improve customer retention

Organizations that properly gather consumer feedback, get to know their customers and offer rewards to loyal shoppers can improve their customer retention rates.

By Robert Peledie • Aug. 9, 2024

Box acquires Alphamoon intelligent document processing tech

Paper and unstructured PDFs need more help to be ingested into and findable within enterprise knowledge repositories. Enter generative AI to bridge the gap.

By Don Fluckinger • Aug. 8, 2024

Dell layoff part of repositioning for PC demand thaw

Dell continues to cut its workforce to become 'leaner,' as it repositions for changes in the enterprise PC market that are expected to drive future growth.

By Patrick Thibodeau • Aug. 8, 2024

Comparing AWS WorkSpaces vs. Azure Virtual Desktop

AWS WorkSpaces and Azure Virtual Desktop are stable and mature platforms that work equally well, but key factors set them apart. Learn more about how to decide between them.

By Brien Posey • Aug. 8, 2024

SAP clean core approach changes game for SIs

As SAP pushes its clean core methodology for S/4HANA Cloud environments, the partners who customized legacy SAP systems will need to evolve their business models.

By Jim O'Donnell • Aug. 7, 2024

Adobe rolls out B2B generative AI app for CRM, marketing

As enterprises determine where the value is in deploying and paying for generative AI in their marketing and sales operations, Adobe releases its own entrant.

By Don Fluckinger • Aug. 7, 2024

Kamala Harris is repeating Hillary Clinton’s H-1B mistake

Kamala Harris, backed by Silicon Valley VCs, might overlook H-1B concerns like Hillary Clinton did in 2016, which could affect her presidential bid, especially in key swing states.

By Patrick Thibodeau • Aug. 6, 2024